CLASS TITLE:    HELPDESK TECHNICIAN	
DEPARTMENT:  INFORMATION TECHNOLOGY	
REPORTS TO:   INFORMATION TECHNOLOGY DIRECTOR 																	DATE:  06/21

JOB SUMMARY: 
Maintains and manages Information Technology software and hardware, including telephone systems. Provides Customer Service to a variety of stakeholders.  Works with various technology proving support to front line users.
ESSENTIAL JOB FUNCTIONS: 
Works with IT team with primary responsibility for hardware and software troubleshooting and support. This includes desktops, and operating systems and user application software. 
Provides technical helpdesk support for hardware and software questions and problems. 

Provides basic telephone and mobile device support.
Repairs defective hardware; works with vendors to coordinate repairs as necessary. 
Trains city personnel and new users in the use of computers and communications networks. 
Creates templates/images; applies current patches and updates. 
Performs other related duties as required. 
MATERIAL AND EQUIPMENT USED: 

Computer Hardware	Software Utilities	Peripheral Devices
Network Equipment	Monitoring and Testing Tools

MINIMUM QUALIFICATIONS REQUIRED: 

Associates in Computer Science or closely related field or 2 or more years experience with and 
responsibility for networked servers and desktop computers and help desk support, or any combination of 
education, training and experience that provides the required knowledge, skills and abilities required. 
Knowledge  of  and  experience  with  network  setup and  management  preferred.   Any 
combination of education, training and experience that provides the knowledge, skills and abilities 
required for the job. 

Licenses and Certifications: 
Microsoft certifications, MCP, MCSA (Preferred)
Drivers License 

KNOWLEDGE, SKILLS, AND ABILITIES: 
Knowledge of: 
Microsoft Windows operating systems. 
Microsoft Office 
Helpdesk and desktop software and support in a multi-site environment.
VoIP phone technology
System set-up and software for desktops. 
Skill in: 
Excellent customer service and interpersonal communication. 
Managing queued priorities.
Mental and Physical Abilities to: 
Prioritize tasks, meet deadlines, and accomplish a variety of tasks under pressure. 

Present information effectively in response to questions from users, vendors, and administration.
Communicate effectively, orally and in writing. 
Be very well organized. 
Interpret a variety of instructions furnished in written, oral, diagram, or schedule form. 
Perform duties while standing or sitting. 
Occasionally lift heavy objects up to 25 lbs. 
Working Conditions: 
Work is performed in an office, computer room, or stockroom. 

This class specification should not be interpreted as all inclusive. It is intended to identify the essential functions and requirements of this job. Incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this specification.  Any essential function or requirement of this class will be evaluated as necessary should an incumbent/applicant be unable to perform the function or requirement due to a disability as defined by the Americans with Disabilities Act (ADA).  Reasonable accommodation for the specific disability will be made for the incumbent/applicant when possible.