Helpdesk Technician I

CITY OF ELKHART – JOB DESCRIPTION DEPARTMENT Information Technology POSITION Technician I DIVISION Information Technology STATUS Full-time CATEGORY Salaried FLSA Non-Exempt REPORTS TO IT Department Head DATE 2023 JOB SUMMARY As an IT Helpdesk Technician, you will be the first point of contact for our organization's employees and clients, providing technical assistance and support with a focus on prompt issue resolution and excellent customer service.
Your expertise in troubleshooting hardware and software problems, coupled with your strong communication skills, will be instrumental in ensuring the smooth operation of our IT systems.
PRINCIPAL DUTIES AND RESPONSIBILITIES Helpdesk Support: Respond to incoming support requests via phone, email, or ticketing system, providing timely and effective technical assistance to end-users.
Resolve IT-related issues, ranging from hardware and software problems to network connectivity and system access.
Troubleshooting and Problem Resolution: Diagnose and troubleshoot hardware, software, and network issues, utilizing remote support tools and diagnostic techniques.
Identify root causes and implement appropriate solutions or escalate complex problems to senior technical staff.
User Account Management: Create, modify, and deactivate user accounts across various systems, ensuring accurate access permissions and adherence to security policies.
Assist users with password resets, account unlock, and access-related inquiries.
Software and Hardware Setup: Install, configure, and update software applications, operating systems, and device drivers.
Assist with the setup and configuration of computer hardware, printers, scanners, and other peripheral devices.
Documentation and Knowledge Base: Maintain accurate records of support requests, troubleshooting steps, and solutions provided.
Contribute to the development and improvement of the knowledge base, ensuring the availability of self-help resources for end-users.
Hardware and Software Inventory Management: Assist with inventory tracking and management of IT assets, including computers, mobile devices, software licenses, and peripherals.
Coordinate with procurement for equipment purchases and replacements.
IT Policies and Procedures: Adhere to established IT policies, procedures, and security guidelines.
Assist in the development and improvement of IT documentation, user guides, and standard operating procedures.
User Training and Education: Conduct user training sessions and create user guides to enhance end-users' understanding of IT tools, systems, and best practices.
Foster a culture of technology proficiency and self-sufficiency among employees.
Collaboration and Communication: Collaborate with other IT team members to resolve complex issues and share knowledge.
Escalate unresolved issues to senior technical staff or other IT teams as required.
Communicate system status, updates, and planned maintenance to users and stakeholders.
Stay Updated: Keep abreast of emerging technologies, industry trends, and best practices in IT support.
Continuously enhance your skills and knowledge through professional development and training opportunities.
OTHER DUTIES AND RESPONSIBILITIES Other special projects as determined by the IT Department Head.
Perform related duties as assigned.
Participation in on call rotation.
EDUCATION AND EXPERIENCE High school diploma or GED, Associate's degree or equivalent experience in information technology or a related field recommended.
Relevant certifications (e.
g.
, CompTIA A+, Microsoft Certified Professional) are desirable.
Ability to obtain and maintain industry certifications including A+ and Network+.
Must have valid driver’s license.
KNOWLEDGE, SKILLS, AND ABILITIES Proven experience in providing technical support and troubleshooting in a helpdesk or similar environment.
Strong knowledge of Windows and/or Mac operating systems and commonly used software applications.
Familiarity with hardware components, computer networks, and basic network troubleshooting.
Excellent problem-solving and analytical skills, with the ability to diagnose and resolve technical issues efficiently.
Strong customer service orientation and effective communication skills, both verbal and written.
Ability to handle multiple priorities and work under pressure in a fast-paced environment.
Basic understanding of IT security principles and best practices.
Ability to work independently as well as collaboratively in a team.
PHYSICAL, MENTAL, AND VISUAL SKILLS Ability to sit or stand for long periods of time.
Ability to lift 50-75 pounds.
WORKING CONDITIONS Work is performed in a 40 plus hours per week standard office environment.
Some outside evening work required, ability to travel throughout the City.
POST OFFER TESTING REQUIRED The City of Elkhart is a Drug Free Workplace.
Therefore, successfully passing a post offer drug screen is required (random drug testing may be conducted after employment).
Background checks producing acceptable BMV and criminal history reports required.
POLICY STATEMENT The incumbent is required to possess the knowledge, skills, and abilities, and the physical, mental, and visual skills described in this job description to perform the principal duties, responsibilities and essential job functions.
This job description is intended to describe the general nature and level of work being performed by the incumbent.
Principal duties and responsibilities are intended to describe those functions that are essential to the performance of this job and “other” duties and responsibilities include those that are considered incidental or secondary to the overall purpose of this job.
This job description does not state or imply that the above are the only duties and responsibilities assigned to this position.
Employees holding this position will be required to perform any other job-related duties as requested by the Mayor.
All requirements are subject to possible modification to reasonably accommodate individuals with a disability.