HELP DESK TECHNICIAN

BRIEF DESCRIPTION:
The purpose of this position is to provide City wide technical support and general department activities and services support. This is accomplished by answering the phone and determining best course of action i.e. (taking messages, answering questions, providing technical support, processing requests for services and preparing reports). In addition to support, this position will assist with the new PC deployment process, device management, end user security testing and training, generate orders for services, coordinating related program activities, processing documents, payments and invoices, entering data, maintaining inventories, opening and distributing mail, interacting with customers and vendors, filing, and maintaining department records.

LICENSING REQUIREMENTS:
Driver’s License Required – N Type –N/A Endorsements – N/A

OTHER REQUIREMENTS:
Must be fingerprinted and found not to have any disqualifying criminal offences as itemized by the Texas Commission on Law Enforcement (TCOLE).
Pre-employment keyboarding test (typing speed) minimum score is 30wpm.

ESSENTIAL FUNCTIONS:
Note: This information is intended to be descriptive of the key responsibilities of the position. The list of essential functions below does not identify all duties performed by any single incumbent in this position. Additionally, please be aware of the legend below when referring to the physical demands of each essential function.

(S) Sedentary (L) Light (M) Medium (H) Heavy (V) Very Heavy
Exerting up to 10 lbs. occasionally or negligible weights frequently; sitting most of the time. Exerting up to 20 lbs. occasionally; 10 lbs. frequently; or negligible amounts constantly; OR requires walking or standing to a significant degree. Exerting 20-50 lbs. occasionally; 10-25 lbs. frequently; or up to 10 lbs. constantly. Exerting 50-100 lbs. occasionally; 10-25 lbs. frequently; or up to 10-20 lbs. constantly. Exerting over 100 lbs. occasionally; 50-100 lbs. frequently; or up to 20-50 lbs. constantly.

# Code Essential Functions
1 L Regular and reliable attendance in compliance with given schedules is a mandatory requirement of this position. Schedules may be subject to change with or without advance notice
2 S Assists callers by answering the phone, taking messages, providing technical assistance and referring callers to the appropriate department or individual. Providing general or specific information, processing requests for services, maintaining general office records which could include time and attendance, processing the mail, and assisting with other services.
3 S Provide technical assistance to users troubleshooting hardware/software configuration, remotely install, update and configure software/hardware
4 S Completes maintenance function by cleaning equipment and performing preventive maintenance.
5 S Prepares and distributes department documents by compiling and reviewing information, presenting information for review and approval, completing reports and distributing to appropriate departments or parties. Maintains department inventories by reviewing items on hand, assisting with purchases, and ordering general supplies.
6 S Develop, perform, and maintain the life cycle of some of the departmental processes.

JOB REQUIREMENTS:
-Description of Minimum Job Requirements-
Formal Education Work requires knowledge of a specific vocational, administrative, or technical nature which may be obtained with a two-year associate’s degree, diploma or equivalent from a college, technical, business, vocational, or correspondence school. Appropriate certification may be awarded upon satisfactory completion of advanced study or training.
Experience Over three years up to and including five years.

WORK LOCATION: Office Environment

Position : 1257001

Code : 1257-3

Type : INTERNAL & EXTERNAL

Location : INFORMATION TECHNOLOGY

Grade : NE 110

Job Family : 43-6014.00 SECRETARIES AND ADM

Job Class : HELP DESK TECHNICIAN

Posting Start : 08/30/2024

Posting End : 12/31/9999

HOURLY RATE RANGE: $19.77-$24.72