Help Desk/Network Technician

JOB
The City of Kenosha's Information Technology department is a fast-evolving and collaborative environment. IT serves City departments as their innovation partner and technical troubleshooter. The department also serves as a strategic resource as a change agent for new technologies and process efficiencies. This position provides first-line support and technical assistance to computer users by answering questions or resolving computer problems in person, by telephone, in writing, or by email. Work involves the analysis and resolution of reported problems, creating user training guides, and coordinating user training. This position works under the general direction of the City's Director of Information Technology.

EXAMPLE OF DUTIES
This position is responsible for a department with a wide range of directives and activities. Therefore, the essential duties and responsibilities reflect the priorities of this position in the specific areas of administration, leadership, management, and communication as follows: Ensures systems and networks are functional through observation, monitoring, and a specific routineIdentifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately. Ensures customer needs are met and documented properlyAnswers help desk inquiries via telephones and email regarding computer software or hardware operationsInstalls, modifies, and repairs computer hardware and softwareInstalls computer peripherals for usersRefers major hardware or software problems or defective products to vendors or technicians for serviceAssists in the addition and removal of staff access to the enterprise environmentAssists in various system operations and troubleshooting related to the City's technical infrastructurePrepares and maintains user training guides, internal instructional documentation, and technical reference materials Trains users in the proper use of hardware or softwareCollaborate with City staff and management to identify opportunities for workflow and systems improvements.(NOTE: The duties listed above are intended as illustrations of the various types of work performed by persons in positions covered by this classification specification. This list is not all-inclusive. The omission of a particular job duty does not mean that the duty is not one of the essential functions of the position. Management reserves the right to assign employees in this classification to duties not listed above if the duties are fairly within the scope of responsibilities applicable to the level of work performed by employees in positions covered by this classification specification.)

SUPPLEMENTAL INFORMATION
Applicant's education, training, and experience will be analyzed. Written, oral, proficiency and/or other exams may be given to determine if the applicant has the necessary knowledge, skills, and abilities. An appointment will be made in accordance with City policy, and the Civil Service Ordinance Rules and Regulations. Applicants will be required to pass a motor vehicle record review and criminal background check.