Under general supervision, the Help Desk Technician will perform technical and clerical computer operation tasks. These duties include user support and training, monitor systems status, troubleshoot PC and network problems, receive, log and remedy user calls.

• Troubleshoots software, hardware, and communication issues; identifies problem source; determines possible solutions, tests and implements solutions.
• Troubleshoots networks, systems, and applications to identify and correct malfunctions and other operational problems.
• Utilizes help-desk ticketing software; processes requests and responds directly or forwards to the next tier of support; provides completion, updates, or other status information via e-mail, in-person, or voice mail.
• Loads software, including operating systems, network components and office applications.
• Install and decommission hardware and peripheral components, including monitors, keyboards and printers.
• Inventory management in relationship to working on help-desk tickets.
• Connects users to networks; provides training on applications.
• Records meetings including testing audio, video, and equipment prior to meeting; moves cameras during meeting; takes and edits photographs for employees and events.
• Keeps up-to-date on new emerging technologies.
• Writes and maintains documentation including flow charts, diagrams, user manuals, and installation instructions to ensure proper use of system.
• Provides 24/7 on-call support (on a rotating basis) to City emergency and public agencies including, but not limited to Police, Fire, and the Public Library system.
• Coordinates with IT team for support requests related to network hardware and configuration, software, audio/video, facilities, and building issues, and telecommunications services.
• Maintains the integrity of City data and related intellectual property through information security and access management; ensures the security of the information systems, communications lines, and equipment.
• Works safely, follows safe work practices, and identifies and reports unsafe work conditions.
• Performs other duties as required or assigned.

• Associate's Degree in Information Technology.
• Equivalent combination of education and experience is acceptable.
• Valid driver's license.
• Ability to create and maintain effective working relationships with peers, superiors, other City departments, vendors, contractors, external government agencies and organizations.
• Strong communication skills, both orally and in writing.

PREFERRED QUALIFICATIONS

• 
  A+, Net + Certifications, computer hardware and strong MS office knowledge