Job Summary
The Town of Prosper is currently seeking qualified and dedicated individual
For The Position Of
Help Desk Technician I.
Hiring Salary Range: $54,736.66 - $64,396.07
Retirement Benefits (TMRS), 2-to-1 Match
Medical, Dental, And Vision Benefits
Flex Scheduling Opportunities
Tuition Reimbursement
Wellness Benefits
Training & Continuing Education Opportunities
Required Qualifications
- High school diploma or GED, supplemented by some college coursework in Computer Science, Computer Technology, or related field of study; or equivalent combination of education, experience and training which provides the required knowledge, skills, and abilities.
- Ability to obtain a certification within the first 6 months of employment (CompTIA A+, Network+).
- May be required to obtain applicable certifications from Microsoft and other software vendors.
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Position Summary
Delivering excellent customer service and Help Desk support under the supervision of the Infrastructure & Support Manager. Responsibilities include addressing application and minor network requests, troubleshooting staff computer and mobile device issues through in-person or remote support. The role also involves managing issues through various stages and providing training for effective use of the Town's Information Systems.
EXAMPLES OF DUTIES
- ESSENTIAL JOB FUNCTIONS:
- Answers the I.T. phone line and utilizes the help desk work order system to provide high quality customer service, resolving cases via telephone support or in person.
- Provides technical support to end users on a variety of issues from Windows PC desktops and laptops to iOS and Android mobile devices including software installation, software customizations, software and hardware failure analysis, printer support, peripheral support, and LAN connectivity support (including wireless connectivity) over the phone, through remote support, or in person.
- Documents and logs all user support-related activity in help desk ticketing system and knowledge base and facilitates best practices for customer service support.
- Learns and maintains technical knowledge of line-of-business applications and systems.
- Performs, installs, and monitors desktop system updates, upgrades, and major package releases.
- Assists in administering Azure/Active Directory policies and controlling access to Town assets.
- Assists in maintaining all approved computer images and endorsed end user deployed software.
- Assists in maintaining Town access control systems.
- Assists with administration of the Town VoIP phone system, including the provisioning of new phones, voicemail password resets, call routing changes, and user customization.
- Assists in the updating of the Town Website, individual department web postings when needed, and postings to the Town Employee Intranet Site.
- Communicates effectively, taking into consideration end user technical literacy and skill level.
- Works towards maintaining awareness of new technologies and advances in the profession; reads professional literature; attends workshops and training sessions as appropriate.
- Responds after-hours to troubleshooting and technical assistance requests from staff.
- Evaluates new and existing technologies with vendors, to make recommendations to Director of Information Technology concerning possible solutions.
- Makes recommendations for the replacement or upgrade of equipment or software.
- Provides training services, in person or via telephone to Town staff as needed.
- Complies with all Town policies and procedures.
- Adheres to assigned work schedule as outlined in Town attendance policies and procedures.
- Adheres to assigned 1 week on, 3 weeks off on-call rotation, including working Town meetings that week.
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:Knowledge of:
- Microsoft Windows 11, Windows 10, Window Server (2012-2019), and Microsoft Active Directory, Azure Active Directory, Microsoft (Office) 365
- User account setup in Microsoft/Azure Active Directory
- Microsoft Office applications suite (2013, 2016, 365)
- Android and iOS mobile platforms
- PC hardware, software and peripherals, data and telecommunication implementation and troubleshooting
- Operating system client installs, workstation imaging, Client/Server networking, print sharing, remote access, file sharing
- Printer setup and troubleshooting
- TCP/IP, DHCP and DNS services
Ability To
- Demonstrate excellent customer service
- Demonstrate proficiency in both oral and written communication skills
- Perform basic PC hardware, software and connectivity troubleshooting
- Interpret and solve complex operating system and software problems
- Resolve hardware and software problems with desktop computers and laptops
- Read and interpret technical manuals and instructions related to information and computer technology
- Operate and repair highly technical computer applications, such as GIS or CAD
- Operate small/light equipment, such as power tools
- Operate and repair medium equipment and machinery
- Communicate well with co-workers
- Establish and maintain effective working relationships with supervisors, department heads, other Town staff, Town Council and Board members, and vendors
Preferred Qualifications
ADDITIONAL QUALIFICATIONS
- Two (2) years of experience in the following fields: IT Service Desk, Desktop Support, Help Desk operations, hardware/software troubleshooting, technical support and/or the use of various software applications.
- Microsoft Certification (MCA, MCE)
- Bachelor's degree preferred but will commiserate upon level of experience.
Physical Demands
ADDITIONAL DETAILS
The Physical Demands Are Representative Of Those That Must Be Met By An Employee To Successfully Perform The Essential Functions Of This Job
- Regularly required to sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk or hear.
- Must be able to walk, stand, stretch, bend, twist, stoop, and kneel.
- Frequently required to lift and/or move up to 30 pounds.
- Specific vision abilities required by this job include close vision and the ability to adjust focus.
Work Environment
The work environment characteristics described here are representative of those that an employee encounters while performing the essential function of this job:
- The noise level in the work environment is usually moderate. Employee must have ability to maintain concentration in the midst of interruptions and background noise.
Reasonable accommodations may be made to enable individuals with disabilities with disabilities to perform the essential functions of this job.
This job description is not an employment agreement, contact agreement, or contract. Management has exclusive right to alter this job description at any time without notice.
The intent of this position description is to provide a representative summary of the major duties and responsibilities performed by incumbent(s) in this position. Incumbent(s) may not be required to perform all duties in this description and incumbent(s) may be required to perform position-related tasks other than those specifically listed in this description.
Closing Date/Time: 9/3/2024 2:00 PM Central