IT Helpdesk

ABOUT THE POSITION

The IT Helpdesk is an entry level position which provides technical assistance to City users on operating systems, hardware, and software. Performs troubleshooting and repair on a wide range of related computer equipment. Performs helpdesk functions and sets up new user hardware and configures systems. Responsible for department data backups, and a wide variety of similar tasks as required.

An Eligible List of qualified applicants will be established from this recruitment. The current vacancy is for a full-time position assigned to the Police Department; however, the Eligible List may be utilized to fill other full and part-time vacancies as needed. Generally, a valid Eligible List is in effect for up to one year, unless the List expires sooner.

EXAMPLES OF ESSENTIAL FUNCTIONS

The following examples are intended to describe the general nature and level of work performed by persons assigned to this classification. Depending on assignment, duties may include, but are not limited to, the following:

• Provide user support in person, email, via the telephone or remote access in a help desk format by using a ticketing system.
• Document issues and resolutions in IT documenting systems and provide updates to users.
• Install, configure, and deploy operating system and application software on workstations, laptops, mobile data computers, servers and onboard vehicle computer systems.
• Maintain, troubleshoot, diagnose, upgrade, and repair computer hardware, software, peripherals, local and network printers, mobile devices, body worn cameras, in car technology support, dispatch systems and other equipment.
• Train users regarding workstation operating systems, applications, software, hardware, printing and peripherals including creating documentation and or training aids to help end users with IT equipment, processes and applications.
• Keep systems up-to-date through operating system upgrades.
• Assist with audio and video equipment setup.
• Assist staff with IT related needs and questions.
• Contact vendors for warranty repairs and issues.
• Maintain cyber security hygiene.
• Maintain the inventory database and perform hardware and software inventories as needed.
• Maintain a well-documented spares inventory of basic high turnaround parts, equipment and devices.
• Perform a wide variety of other related duties and assignments as required.

QUALIFICATIONS

Any combination of experience and training that could likely provide the required skills, knowledge, and abilities to perform the essential functions of the position is qualifying. A typical combination is as follows:

Education: An Associate’s degree in computer science or A+ certification or equivalent is required.

Experience: One (1) year of experience providing technical support of personal computers and the overall field of technology.

Knowledge of: Specialized law enforcement software and computer operations and activities; helpdesk functionality; basic customer service principles and practices; basic time management principles and practices; proper grammar, punctuation and spelling; Desktop and laptop hardware, printers, and various peripheral equipment and devices; MS Windows 10 and 11; MS Office 2019/Office 365 applications; Mobile devices (i.e. iPhone, Android, etc.); VoIP Phone Services (Hosted VoIP Solutions); data backup and restore functions; basic troubleshooting methods and techniques; modern business office practices, methods, and procedures.

Ability to: Quickly learn and apply new information, with an emphasis on technical information; Receive, interpret and perform assignments and instruction; read, interpret and follow technical information including operations procedures and processes; Work through issues from start to finish and report back on root causes; operate personal computers, printers, and other related equipment; lift and move up to 50 pounds; communicate clearly and concisely, both orally and in writing; and, establish and maintain effective relationships with those contacted in the course of work.

ADDITIONAL INFORMATION