It Help Desk 1

IT Help Desk 1
Location: City of Rock Hill, MN
Onsite Flexibility: 100% onsite
Shift: M-F 8 am-5 pm
Direct Hire or C2H option
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About the Role:

• Installs, maintains and configures and personal computers and application software; PC troubleshooting; basic networking; database entry or general computer support.
• Analyzes computer operational problems and devises solutions within the established policies and procedures sets.
• Properly documents all activities as needed within the tracking tools provided.
• Can properly add, remove and maintain users on the network and host computer systems.
• Provides user assistance and instruction as required.
• Understands and places Cyber Security role and actions into every activity.
• Be able to teach to a group the necessary computer skills or processes to comply with City standards.
• Create SQL statements for queries and data dumps, write/build reports as assigned.
• Assist in the support and administration of software programs utilized city wide.
• Coordinates assigned activities and functions with those of other City departments and outside agencies as appropriate; communicates with City staff to determine information technology requirements.
• Assists in research and schedule planning the department or Division’s annual budget where necessary.
• Obtains quotes for and purchases computer and network equipment, software and operational supplies.
• Ability to recognize and report variances to standards to manager, and assist in correcting when necessary.
• Serve on various Technology Users Groups or similar technology committees.
• Be prompt and able to manage time within City standards and attend various meetings as required.
• Receives reviews and augments various records and reports including equipment charts, cabling diagrams, user access forms, invoices, maintenance agreements, software license information, budget documents, memos, correspondence, etc. as required.
• Prepares and/or processes work orders, purchase orders, various technical records and reports, various other reports, memos, correspondence, etc.in accordance to policy and procedure.
• Refers to policy and procedure manuals, computer manuals, technical manuals, technical journals, etc.
• Interacts and communicates with various groups, cross-functional teams, and individuals such as the immediate supervisor, other administrative staff and department heads, other City employees, sales representatives, service personnel, user groups, and the general public.
• Can follow and understand instructions and work methods as necessary to comply with process and procedure needed by work groups and teams.
• Can follow and adhere to all City and ITS policies and procedures.
• Performs all other duties as may be assigned by management to meet organizational or department needs.

Desirable Knowledge, Skills, and Abilities:

• Considerable knowledge of the City’s hardware platforms and software operating systems and information technology infrastructure.
• Knowledge of Linux; O365, Windows 10; Office 2016 or 19; Access; Excel; MS Outlook; internet tools and various browsers.
• Understands and has knowledge of Cyber security to apply as it pertains to edge devices, networking and services.
• Knowledge of networking, network drives and file shares and relational databases in Oracle and SQL database systems.
• Ability to create SQL statements to assist in queries and reporting in enterprise software for various departments: customer service, billing and financial and utility data.
• Ability to independently analyze, problem solve and to work independently and as part of a cross-functional support team.
• Good English skills and ability to demonstrate proficient technical documentation skills.
• Ability to act calmly and make sound decision under varying degrees of stress and uncertainty.
• Ability to maintain positive customer-focused relationships with co-workers, supervisors, agencies, the general public, and all other internal and external customers. Personally demonstrates appropriate customer service skills and ability to resolve conflict or technical challenge.
• Ability to pass FBI/CJIS security background checks.
• Effective in emergency situations and under tight deadlines.
• Strong interpersonal skills and adaptability.
• Onsite work is required; must be present at work to perform essential functions.