What are the responsibilities and job description for the Helpdesk Specialist position at Madison, City of (WI)?
JOB
This is a professional entry-level position providing first-level problem resolution and computing support to City of Madison staff. The position is responsible for first-level problem determination, problem/incident recording, problem resolution and problem escalation for City IT supported products and services. This position is characterized by providing courteous, thoughtful and helpful service to City of Madison staff. A strong desire to work with people and to help people is required. Duties of this position include, but are not limited to, the following: setup and installation of desktop/laptop/tablet end-user devices; maintain the front desk and serve as a first point of contact for walk-ins, scheduled appointments and deliveries; troubleshoot problems related to computer hardware, software applications and network related issues; entry of calls into call tracking system; adding and updating knowledge base articles; tracking inventory and assets.This series is structured to provide advancement from IT Specialist 1 to IT Specialist 2 and IT Specialist 2 to IT Specialist 3, as a function of the employee's career development and generally occurs after two years at each level. Progression to an IT Specialist 4 is not automatic, but rather is dependent upon the incumbent taking on additional duties and responsibilities as well as the needs of the department and is generally accomplished through competition or a position study. This is entry-level professional work in the development or support of automated management information systems. This work is characterized by more routine and/or focused assignments where there is limited direct responsibility for the development of automated systems or the independent provision of customer support. This work is normally performed under the close to limited supervision of a Principal IT Specialist or other supervisor/manager and/or in a trainee capacity.The current recruitment is to fill two (2) vacant positions.This recruitment may be used to fill additional Helpdesk Specialist vacancies that may occur within the next six (6) months.The City of Madison is an equal opportunity employer functioning under an affirmative action plan. We value diversity, equity, inclusion and belonging. Black, Indigenous, people of color, women, trans, nonbinary and individuals with disabilities are encouraged to apply!Employees may be eligible for loan forgiveness through the Public Service Loan Forgiveness Program.
EXAMPLE OF DUTIES
Provide customer assistance – via phone call, email, computer remote control or in personProvide first-level contact and problem resolution for all users with hardware, software and application problems. Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.Interface with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department.Analyze, troubleshoot and resolve Helpdesk tickets in a timely manner.Submit knowledge documents for all resolutions not already contained in the knowledgebase. Maintain the health of the knowledgebase.Log all calls at point of first-level contact noting problem symptoms and status information in order to expedite problem resolution.Research problems using tools available.Install software using Helpdesk documentation.Create and update Helpdesk documentation.Assist with employee authentication including Active Directory credentials and Multi-factor authentication.Professionally and courteously obtain and convey concise problem information for external and internal service personnel. Consistently demonstrate a positive and professional attitude with a high level of management and peer group cooperation.Enter detailed descriptions of issues, attempted solutions or workarounds, and other relevant information into service management systems.Escalate problems as appropriate following Helpdesk procedures. Initiate escalation when applicable to ensure management awareness of issues that are severe in nature or that are exceeding expected levels and document detailed problem resolutions according to departmental standards and to enhance knowledge base.Act as a liaison between customers and internal support staff to ensure clear communications. Maintain communications with customers during the problem resolution process.Follow up with customers on open requests.Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.Test fixes to ensure problem has been adequately resolved.Utilize remote access software.Maintain competency and enhance professional growth and development through continuing internal and external training.Workstation Management Replace workstations due to end-of-life or other reasons.Image workstation, install customer specific software.Install Windows updates, assure workstation can be remote controlled.Communicate and coordinate with customers on identifying and resolving workstation problems.Deploy workstation with customer, verify all hardware and software is installed and working, and recycle old workstation equipment.Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.Test fixes to ensure problem has been adequately resolved. AdministrativeInclude racial equity and social justice (RESJI) considerations in projects and initiatives.Attend training on APM 3-5, Implicit Bias and RESJI topics as assigned by your supervisor.Attend Team, Unit and Department meetings.Maintain records.Prepare status reports and other communications.Attend technical training, read industry publications, and keep current in technologies.Other duties as assigned.
SUPPLEMENTAL INFORMATION
Possession of a valid driver's licensePhysical Requirements: Employees must be able to sit or stand at a desk for extended periods of timeEmployees must be able to use standard office equipment such as a telephone, computer, calculator, copier, and fax machineEmployees must have the physical strength, coordination, and acuity inherent to set up, install and test computers as assigned weighing up to 50 pounds and working under workstations and/or in confined areasEmployees may be expected to visit sites throughout the City in order to troubleshoot issues*The payroll title for this position is IT Specialist 1
This is a professional entry-level position providing first-level problem resolution and computing support to City of Madison staff. The position is responsible for first-level problem determination, problem/incident recording, problem resolution and problem escalation for City IT supported products and services. This position is characterized by providing courteous, thoughtful and helpful service to City of Madison staff. A strong desire to work with people and to help people is required. Duties of this position include, but are not limited to, the following: setup and installation of desktop/laptop/tablet end-user devices; maintain the front desk and serve as a first point of contact for walk-ins, scheduled appointments and deliveries; troubleshoot problems related to computer hardware, software applications and network related issues; entry of calls into call tracking system; adding and updating knowledge base articles; tracking inventory and assets.This series is structured to provide advancement from IT Specialist 1 to IT Specialist 2 and IT Specialist 2 to IT Specialist 3, as a function of the employee's career development and generally occurs after two years at each level. Progression to an IT Specialist 4 is not automatic, but rather is dependent upon the incumbent taking on additional duties and responsibilities as well as the needs of the department and is generally accomplished through competition or a position study. This is entry-level professional work in the development or support of automated management information systems. This work is characterized by more routine and/or focused assignments where there is limited direct responsibility for the development of automated systems or the independent provision of customer support. This work is normally performed under the close to limited supervision of a Principal IT Specialist or other supervisor/manager and/or in a trainee capacity.The current recruitment is to fill two (2) vacant positions.This recruitment may be used to fill additional Helpdesk Specialist vacancies that may occur within the next six (6) months.The City of Madison is an equal opportunity employer functioning under an affirmative action plan. We value diversity, equity, inclusion and belonging. Black, Indigenous, people of color, women, trans, nonbinary and individuals with disabilities are encouraged to apply!Employees may be eligible for loan forgiveness through the Public Service Loan Forgiveness Program.
EXAMPLE OF DUTIES
Provide customer assistance – via phone call, email, computer remote control or in personProvide first-level contact and problem resolution for all users with hardware, software and application problems. Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.Interface with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department.Analyze, troubleshoot and resolve Helpdesk tickets in a timely manner.Submit knowledge documents for all resolutions not already contained in the knowledgebase. Maintain the health of the knowledgebase.Log all calls at point of first-level contact noting problem symptoms and status information in order to expedite problem resolution.Research problems using tools available.Install software using Helpdesk documentation.Create and update Helpdesk documentation.Assist with employee authentication including Active Directory credentials and Multi-factor authentication.Professionally and courteously obtain and convey concise problem information for external and internal service personnel. Consistently demonstrate a positive and professional attitude with a high level of management and peer group cooperation.Enter detailed descriptions of issues, attempted solutions or workarounds, and other relevant information into service management systems.Escalate problems as appropriate following Helpdesk procedures. Initiate escalation when applicable to ensure management awareness of issues that are severe in nature or that are exceeding expected levels and document detailed problem resolutions according to departmental standards and to enhance knowledge base.Act as a liaison between customers and internal support staff to ensure clear communications. Maintain communications with customers during the problem resolution process.Follow up with customers on open requests.Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.Test fixes to ensure problem has been adequately resolved.Utilize remote access software.Maintain competency and enhance professional growth and development through continuing internal and external training.Workstation Management Replace workstations due to end-of-life or other reasons.Image workstation, install customer specific software.Install Windows updates, assure workstation can be remote controlled.Communicate and coordinate with customers on identifying and resolving workstation problems.Deploy workstation with customer, verify all hardware and software is installed and working, and recycle old workstation equipment.Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.Test fixes to ensure problem has been adequately resolved. AdministrativeInclude racial equity and social justice (RESJI) considerations in projects and initiatives.Attend training on APM 3-5, Implicit Bias and RESJI topics as assigned by your supervisor.Attend Team, Unit and Department meetings.Maintain records.Prepare status reports and other communications.Attend technical training, read industry publications, and keep current in technologies.Other duties as assigned.
SUPPLEMENTAL INFORMATION
Possession of a valid driver's licensePhysical Requirements: Employees must be able to sit or stand at a desk for extended periods of timeEmployees must be able to use standard office equipment such as a telephone, computer, calculator, copier, and fax machineEmployees must have the physical strength, coordination, and acuity inherent to set up, install and test computers as assigned weighing up to 50 pounds and working under workstations and/or in confined areasEmployees may be expected to visit sites throughout the City in order to troubleshoot issues*The payroll title for this position is IT Specialist 1
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