What are the responsibilities and job description for the Help Desk/Network Technician position at City of Kenosha?
The City of Kenosha's Information Technology department is a fast-evolving and collaborative environment. IT serves City departments as their innovation partner and technical troubleshooter. The department also serves as a strategic resource as a change agent for new technologies and process efficiencies.
This position provides first-line support and technical assistance to computer users by answering questions or resolving computer problems in person, by telephone, in writing, or by email. Work involves the analysis and resolution of reported problems, creating user training guides, and coordinating user training. This position works under the general direction of the City's Director of Information Technology.
Ensures systems and networks are functional through observation, monitoring, and a specific routine
Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately. Ensures customer needs are met and documented properly
Answers help desk inquiries via telephones and email regarding computer software or hardware operations
Installs, modifies, and repairs computer hardware and software
Installs computer peripherals for users
Refers major hardware or software problems or defective products to vendors or technicians for service
Assists in the addition and removal of staff access to the enterprise environment
Assists in various system operations and troubleshooting related to the City's technical infrastructure
Prepares and maintains user training guides, internal instructional documentation, and technical reference materials
Trains users in the proper use of hardware or software
Collaborate with City staff and management to identify opportunities for workflow and systems improvements.
- Associate's degree in Computer Support Specialist/Network Support Specialist or related field
- One to two years of experience in troubleshooting/analyzing computer problems; or, any equivalent combination of education, experience and training which provides the knowledge, skill, and ability requirements.
- Valid driver's license with a good driving record and personal vehicle for use on the job.
- Experience in Tyler Technologies ERP Systems is a plus.
- Knowledge of computer hardware, software, electronic and wireless equipment.
- Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
- Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar
- Knowledge of network switching, routing, and operation of telecommunications systems
- Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records and other office procedures and terminology
- Working knowledge of the following technology, software and platforms are preferred:
- Open source software
- Linux server applications and desktop environments
- Google Workspace
- Microsoft desktop and server support
- Understanding of networking fundamentals
- Strong understanding of cyber security best practices
- Understanding processes of monitoring network performance; troubleshooting Ethernet network problems and outages; collaborating with network architects on network optimization, and interacting with users to assist with their Ethernet network issues is preferred.
- Understands the process and functionality of desktop and server virtualization
- Ability to communicate with all levels of users
- Ability to understand the points being made and ask questions as appropriate
- Ability to communicate with others to convey information effectively
Ability to use logic and reasoning to review information, identify problems, develop and evaluate options, and implement solutions
Ability to communicate effectively both verbally and in writing as appropriate for the needs of the audience
Ability to manage time effectively
Ability to develop specific goals and plans to prioritize, organize, and accomplish work within established department procedures
Ability to accept criticism and deal calmly and effectively
- Requires the pulling, pushing, lifting, or carrying of 10 to 20 lbs. of weight on a regular basis, and up to 100 lbs. of weight on occasion.
- Requires speaking, hearing, and listening.
- Requires the ability to use a telephone and cell phone, personal computer, laptop or tablet, fax machine, projector, television, calculator, and printer.
- Requires frequent walking, using hands to handle, or feel including repetitive motions, and using small hand tools such as screwdrivers, pliers, etc.
- Requires sitting, standing, reaching, bending, stooping, crawling, climbing and/or twisting.
- Involves sitting and/or standing for long periods of time.
Tasks are regularly performed where exposure to dust, dirt, heat, cold, noise, fumes, odors, vibrations, wetness, humidity, and temperature changes is probable, often in confined spaces where there may be a risk of electrical shock.
Sensory Requirements:
Tasks require color perception and discrimination, including close vision and the ability to adjust focus.Applicant's education, training, and experience will be analyzed. Written, oral, proficiency and/or other exams may be given to determine if the applicant has the necessary knowledge, skills, and abilities. An appointment will be made in accordance with City policy, and the Civil Service Ordinance Rules and Regulations. Applicants will be required to pass a motor vehicle record review and criminal background check.
Salary : $54,696 - $81,528