Salary: $23.09 - $30.20 HourlyLocation : City of Dubuque, IAJob Type: Full-timeJob Number: 706577002-FT-10082024Department: Information Technology (IT)Opening Date: 10/09/2024Closing Date: 10/23/2024 11:59 PM CentralFLSA: Non-ExemptBargaining Unit: GEPosition SummaryGENERAL SUMMARY: The Help Desk Support Technician provides first line assistance and technical support to computer users that are experiencing technical, access, security, hardware, or software issues, used in the City.Requests may be in the form of in person, telephone, e-mail, or trouble tickets. This position performs work independently both remotely and onsite; and performs related work as assigned. The successful candidate possesses excellent listening and communication skills; patience, the ability to follow a management philosophy that is input oriented; values equity, problem solving and the development of partnerships; and desires to be part of an organization that values service, people, integrity, responsibility, innovation and teamwork. DISTINGUISHING FEATURES OF THE CLASS: Work in this class involves application of knowledge used for solving, educating, guiding, and troubleshooting computer systems, and software applications services. Supervision and assignments are received through oral and written instructions from the Lead Applications/Network Analyst. Job DutiesJOB DUTIES:
- Receive incoming support requests via e-mail, phone, Freshservice trouble ticketing, verbal and in-person
- Resolve support requests for problems in real time using remote troubleshooting and pertinent questions.
- Research difficult requests and consults with supervisors and/or team members based on expertise and/or responsibilities.
- Document operational activities and unsolved requests; and revisit or escalate to other staff as appropriate.
- Provides follow-up and updates to end-users with issue resolution status and information; technical support for software maintenance or use; and recommendations to others about computer hardware.
- Install computer hardware and software.
- Teach and train others to use computer equipment or hardware; and in computer interface or software use such as Time and Attendance, cashiering or other related peripherals.
- Test and modify computer hardware and software programs to improve performance.
- Collaborate with others to determine best course of action solving issues
- Triage feedback or suggestions to the appropriate internal team member.
- Identify and suggest possibilities, improvements and procedures.
- Respond to questions and service requests in the amount of time expected.
- Participate in the City's Intercultural Competency Training and Program.
- Other duties as assigned.
KNOWLEDGE, SKILLS AND ABILITIES
- Computers and Electronics- Knowledge in troubleshooting and support of Windows desktops, Microsoft 365, Microsoft Office Suite of Tools, SharePoint, Exchange, Active Directory, mobile technologies for smart phones and tablets, especially in a call center environment
- Knowledge of diversity, equity and inclusion.
- Ability to work with end users translating needs and wants into useable and accurate workflows and technology solutions.
- Strong written and verbal communication skills, including the ability to train end users.
- Familiarity with concepts and implementation of network security and compliance for all users and processes with an understanding and adherence to required security practices and policies.
- Attention to detail and accuracy.
- Customer service and teamwork skills - responding to others.
- Ability to work effectively with a decreasing amount of assistance from others as increased technical skills are acquired.
- Problem solving - Ability to break a problem down and step through it logically determining the best solution based on the issue and problem details.
Qualifications Minimum Qualifications:
- Graduation from an accredited two-year college or technical school in computer science, information technology, network security or management information science; and
- Customer service/Help Desk experience; or
- Equivalent education and experience.
Preferred Qualifications:
- Experience as a Helpdesk or Support Technician in a multi-site environment.
- Experience working with a diverse workforce.
- Bachelor's degree in computer or technology-related field.
Supplemental InformationRESIDENCY REQUIREMENT: Employee shall establish their principal place of residence within fifty (50) miles of the corporate limits of the city of Dubuque as soon as practicable after appointment, but within two years of appointment. SUPERVISORY STATUS: NoneFLSA STATUS: Non-exempt Our Commitment to YouWe are committed to using a merit-based system in which recruiting, selecting, and advancing employees is based on their relative knowledge, skills, and abilities. The City of Dubuque values a culture of equity, diverse perspectives, and life experiences. Our organization embraces innovation, collaboration and work-life harmony. We offer job stability, a comprehensive benefits package, and an opportunity to serve and support our diverse community. We are an equal opportunity employer with a commitment to diversity and an inclusive workforce. Women, minorities, veterans, and people with disabilities are encouraged to apply. 01 I graduated from an accredited two-year college or technical school in computer science, informationtechnology, network security or management information science; and Customer service/Help Desk experience; orequivalent education and experience.
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