Hybrid Information Systems Helpdesk Technician I/II bei KENAI PENINSULA BOROUGH, AK

About the Department

Definition:  Under the general direction and supervision of the Systems Manager, the Information Systems Helpdesk Technician I/II provides computing support to the Kenai Peninsula Borough staff. Help desk support responsibilities may include, but are not limited to, prompt monitoring of the users’ help requests (system requests/email/phone/walk-in), desktop computer setup and support, training, troubleshooting, resolution of network issues, email support, IP telephony support, voicemail support, software deployment, and general troubleshooting.

Position Duties

Minimum Qualifications (Required for I and II): High School diploma or GED; at least three years’ experience in the information technology field that provided knowledge of hardware and software systems used in a typical enterprise computing environment; and have a valid Alaska driver’s license to perform all job functions.

Preferred Qualifications (Required for II): Four years’ experience in information technology field, working independently to provide primary support for varied desktop environment. CompTIA A+, or MCSA certification.

Minimum Qualifications

Essential Functions – Helpdesk Tech I and II:

1. Provides break-fix technical support for end user workstation hardware, operating systems, applications and peripherals, following up with end users to ensure satisfactory resolution.

2. Installs, tests and configures new workstations, peripheral equipment and software.

3. Utilizes incident management software for tracking and reporting all IT related service requests.

4. Configures Smartphones and other mobile devices for access to corporate information systems.

5. Coordinates the moves of hardware between offices as required.

6. Responsible for the check-out/check-in of notebook computers, projectors and any other temporary equipment.

Additional Functions – Helpdesk Tech II:

1. Assists in planning for and installation of cable tray and other support systems required for network cabling.

2. Assists in planning for and installation of major network cabling projects.  Works independently to handle all aspects of minor network cabling projects.

3. Ensures that network cabling and required support systems are installed to manufacturer and KPB IT specifications.

4. Documents resolutions to workstation hardware, software & peripheral problems in KPB knowledge base.

5. Participates in establishing standards, guidelines, procedures and best practices for resolving incidents, problems, service requests related to workstation hardware, software and peripherals.

6. Responsible for quickly alerting appropriate IT staff of emergencies, reported outages and urgent issues.

7. Responsible for physically migrating archive media from backup system to onsite and offsite storage.

8. Assists in providing configurations and quotes for workstations, peripheral equipment and software.

9. Assists in maintenance of software deployment automation tools.

10. Supports, installs and configures IP Telephony endpoints and end user features such as IP phones, ATA devices, voicemail accounts and phone directory entries.

11. Participates in training of Helpdesk Tech I staff.

Other Qualifications

Physical Demands: While performing the duties of this job, the employee is frequently required to use hands and fingers dexterously to operate office equipment, and to communicate orally; regularly required to sit and occasionally required to stand, walk, and reach with hands and arms.  The employee must occasionally transport up to 70 pounds.  Regularly required to work from step ladders, infrequently required to work from man lift at heights up to 20 feet.  Frequently required to work under desks while deploying PCs, occasionally required to work in ceiling spaces when deploying network cabling.  Specific vision abilities required include close vision and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.