Overview:

· IT Service Desk hours are Monday - Thursday from 7:30 am to 5:30 pm and every other Friday from 7:30 am to 4:30 pm.

· Averaging 380 IT Service Desk tickets per month through the central IT Help Desk across all City departments.

· Approximately 850 users within the City.

· Desktops have been standardized on Windows 10 and are a mix of both HP Elitedesk and Dell Optiplex.

· The City uses Quest KACE Systems Management Appliance (SMA) for tracking tickets, collecting hardware and software inventory, asset management, and software deployment.

· The City uses SolarWinds Dameware for remote support of PCs.

Responsibilities:

· Provide Help Desk services Monday through Thursday from 7:30am to 5:30pm and every other Friday from 7:30am to 4:30pm.

· Staff Help Desk personnel resource(s), during business hours, within the Police Department.

· Facilitate the receipt and processing of valid service requests.

· Diagnose the problem, and when possible, implement corrective actions to resolve the problem. If resolution is not possible, re-assign to appropriate City IT staff.

· Assist with establishing procedures for problem management to identify and resolve chronic problems (root cause analysis).

· Take control of all workstations remotely upon request to speed service response (City uses SolarWinds Dameware).

· Accept and respond to trouble requests that relate to City issued computer/IT devices.

· Perform password resets for active directory and key business applications.

· Update help desk support activities in the central database that contains pertinent information on users such as name, extension location, department, and equipment tag number (City uses Quest KACE Systems Management Appliance).

· Document desktop system configuration, network configuration, and inventory of software to be supported.

· Log, track, resolve, dispatch, and reroute calls through to resolution approved procedures/ticketing system.

· Apply software updates and patches as required (City uses Quest KACE Systems Management Appliance).

· Update and maintain the City-owned ticket management system (City uses Quest KACE Systems Management Appliance).

· Properly document detailed notes on the status and resolution of issues.

· Initiate the change process to apply a resolution to a problem if required.

· Provide a satisfaction survey to customers when each call for service is closed.

· Collect and report on performance data per SLA requirements as may be required.

Qualifications:

• Excellent written/communication skills
• Ability to work effectively within a team environment
• Minimum 3 years relevant help desk experience in a customer centric end user support business environment
• City, state or local government experience a plus, though not required

Job Type: Contract

Pay: $25.00 - $28.00 per hour

Experience level:

• 2 years
• 3 years
• 4 years
• 5 years

Schedule:

• Monday to Friday

People with a criminal record are encouraged to apply

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Ability to Commute:

• Orange, CA 92866 (Required)

Ability to Relocate:

• Orange, CA 92866: Relocate before starting work (Required)

Work Location: In person