IT Help Desk Technician

As a customer service based and quality focused department, the Information Technology Department provides a vibrant infrastructure, an integrated tool set of applications, and information access services to support current and future technology goals and the strategic plan focus areas of the City of Sheboygan.

Under general supervision, the Help Desk Technician is a support position for both the IT Team as well as employees city-wide and the first point of contact for the city. This position is responsible for maintaining hardware, software and other systems while also troubleshooting and supporting the organization and maintaining IT resources. It is imperative job duties are performed with respect, integrity, objectivity and in the best interest of the City. This position requires a high level of confidentiality. All City employees are expected to be honest and truthful at all times.

1. Provides technical service and assistance to PC hardware, software, and network users by troubleshooting through diagnostic techniques and pertinent questions over the phone, email or in person.
2. Walk the customer through the problem-solving process
3. Direct unresolved issues to the next level of support
4. Record events and problems and their resolution in logs
5. Responsible for following up with end users after the issue is resolved.
6. Installs, configures, and maintains computer hardware and software on the PC and internet.
7. Develops monitors, tracks, and maintains computer hardware, software, and other IT equipment inventories.
8. Performs various input/output operations and reviews impact to determine acceptability and output accuracy/consistency.
9. Troubleshoots issues and recommends solutions.
10. Monitors lights on console and storage devices, reports any failures, and makes normal console adjustments.
11. Operates computers by selecting proper tape cartridge, proper forms, and enters control commands on console in accordance with established procedures.
12. Assists with phone systems, cybersecurity, programming, analytics, and data center management.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

• High School Diploma or equivalent required.

• At least three (3) years of recent and relevant experience in an IT support capacity or in the technology field required.

• Certifications or completed coursework in computer science from an accredited college or institution of higher learning preferred.

• Documented level ofproficiencyin PC hardware and software

• Familiarwith Microsoft Office products (Microsoft 365)

• Excellent technical knowledge and able to communicate effectively to understand the problem and explain its solution, both in written and verbal form.

• Excellent analytical and problem-solving skills

• Customer ServiceSkills;ability to work effectively and portray a professional attitude when dealing with employees, departmental representatives, and the public

• Strong work ethic and attention to detail

• Ability to act, make decisions, and justify action based on logic, good judgment, and rational thought.

Post Job Offer Requirements:

Job offers for this position are contingent on the individual passing a pre-employment background check.?

Work Environment:

The work environment and physical demands characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit. The employee is occasionally required to stand and walk. The employee must regularly lift and/or move up to 10 pounds.