Help Desk Technician I

Under general supervision of the Director of Information Technology, provides high quality customer service and Help Desk support.   Addresses application and minor network requests, troubleshoots staff personal computer and mobile device issues by giving in-person, hands-on first level support to end users.  Manages issues by identification, prioritization, resolution, escalation, referral, and follow-up via the help desk work order system.  Updates Town website and department web postings as needed.  Provides training to assist users in the most effective use of the Town's Information Systems.

• 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, with escalation and follow-up of complex problems to the Systems Engineer and Director of I.T. to ensure timely problem resolution.
• Provide 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 of 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 the 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. 

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

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.

Two (2) years of experience which must include the following: IT Service Desk, Desktop Support,

Help Desk operations, hardware/software troubleshooting, technical support and/or the use of various software applications.

Any work related experience resulting in acceptable proficiency levels in the above Minimum

May be required to obtain applicable certifications from Microsoft and other software vendors.

 

PREFERRED QUALIFICATIONS

A Certification

Microsoft Certification (MCA, MCE)

Bachelor’s degree preferred, but will commiserate upon level of experience.

Salary : $22 - $26