Information Technology Helpdesk Technician en None

GENERAL PURPOSE

Under the general supervision of the IT Operations Manager, this position is responsible for providing first-line remote technical assistance and support related to computer systems, hardware, or software over phone, email, remote desktop services, and IT Helpdesk system. Responds to queries, runs diagnostic programs, troubleshoots and isolates problem, and determines and implements a solution. Forwards issues requiring site visits or more in-depth technical troubleshooting to the appropriate Field Technician via helpdesk trouble ticket system. Works under direction of IT Operations Manager and IT Director. This is an at-will direct service position within a program. The position is responsible for assisting our colleagues in all areas related to Information Technology (IT).

ESSENTIAL DUTIES AND RESPONSIBILITIES – (ILLUSTRATIVE ONLY)

The duties listed below are intended only as illustrations of the various types of work that could be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this class.

•  Provides technical assistance and support for incoming queries and issues related to computer systems, software, and hardware under the direction of the IT Operations Manager and IT Director.
•  Responds to queries either in person, over the phone, via email or IT Helpdesk System.
• Asks questions and provides basic troubleshooting to determine nature of problem and walks customer through problem-solving process.
• Coordinates work with 3 party vendor(s) for system repair; trains computer users.
• Maintains daily performance of computer systems.
• Installs, modifies, and repairs computer hardware and software.
• Runs diagnostic programs to resolve problems.
• Resolves technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Follows up with customers to ensure issue has been resolved.
• Assists with administration of all applicable user accounts within the agency (i.e. Active Directory, Skype for Business, Exchange, Airwatch, etc.).
• Responds to the needs and questions of network users concerning their access to resources on the network and the operation of various software programs.
• Aids IT Field Technicians, IT Operations Manager, and IT Director as needed for instruction or special projects.
• Assists with computer system imaging and deployment.
• Configures and troubleshoots cell phones and mobile devices; tests and installs new and upgraded software.

• If needed, travels to agency sites for the purpose of performing needed maintenance, troubleshooting and transportation of equipment using personal vehicle.

QUALIFICATIONS

MINIMUM:

A typical way of obtaining the knowledge, skills and abilities outlined above is through graduation from high school and one (1) years of IT Helpdesk experience.

• California driver’s license & current vehicle insurance/registration if driving; and,
• Reliable means of transportation capable of passing vehicle safety inspection if more than five years old excluding all modes of two-wheeled transport inclusive of bicycles, mopeds and motorcycles.

Compensation: $26hr to $27.50 hr

Schedule: Monday-Friday, 8:00 AM - 4:30 PM