IT Help Desk Technician I

Job Type
Full-time
Description
(Regular, Non-Exempt)
Starting Salary Range: $17.05 - $20.45/hour, DOQ Closing Date: May 23, 2023
How to apply: Using the "apply now" button on this page, please complete the required online application, upload a resume and a list of three professional references with full contact information. For general questions about the position, contact Unique Hiram at (785) 587-2447 or hr@cityofmhk.com.
The City of Manhattan values diversity and draws strength from the diversity of the team. The City is committed to providing opportunities for all employees to succeed by creating a diverse and inclusive work environment. The City is always seeking qualified Minority, Veteran, Women and Disabled applicants to fill available employment vacancies. The City of Manhattan is an Equal Opportunity Employer.
Summary/Objective
Performs responsible technical Help Desk services City-wide, including troubleshooting and/or installation of hardware and software, setting up new user accounts, and answering general technical inquiries. Provides excellent technical support while communicating efficiently and effectively in every transaction.
Essential Functions
Performs support and helpdesk functions, assisting with other IT functions as necessary.

• Responds to Help Desk tickets, telephone, and email inquiries and answers users' questions.
• Provides on-site and/or remote PC and software support to end users.
• Provides training for PC users.
• Provides end-user support, training, education and assistance, and administration of business applications, to include creating appropriate documentation related to both applications set up and end user processes.
• Removes and installs computer equipment.
• Provides technical training and assistance to City employees including the acquisition and training of cellular phones and devices.
• Represents the department and serves as a resource by participating on various committees as appropriate.
• Monitors, mitigates, and remediates information systems performance issues and security risks and events.
• Assists in daily administration of computer hardware and software with a focus on continuing to expand, enhance, and elevate the functionality and value.
• Assists in developing standards and procedures for the use of PC and other office systems.
• Keeps staff informed of any issues and fixes for Microsoft Office products.
• Assists in recognizing and developing record systems, communication systems and/or other process improvements.
• Resolves user complaints, research issues, answers technical questions and helps with the application revision process.
• Troubleshoots and resolves system problems.
• Documents troubleshooting procedures.
• Provides ideas and recommendations for better utilizing the system.
• Maintains and makes recommendations concerning system security.
• Responds to potential and confirmed system and network security threats.
• Assists in system capacity planning.
• May maintain telephony infrastructure.
• Ensures security of all systems and related applications.

Researches and implements hardware and software solutions.

• Develops solutions to problems arising from the operation of standard or custom software or hardware.
• Aids all or a specific department in the use of standard or custom application software packages.
• Loads and tests application software releases, and fixes in both test and productions environments and loads application and software patches; runs performance and files tuning utilities; etc.
• Configures and tests computers and standard or custom application software.
• Manages stress brought about by interactions with potentially irate and/or defensive customers.
• Remains competent and current on best practices through self-directed professional reading, attending professional development courses, and attending training and/or courses.
• Other duties as assigned.

Requirements
Required Education and Experience

• High school diploma or GED.
• Specialized or technical/computer training generally obtained in six months or less.
• One year of similar or related job experience. Employee is expected to have acquired the necessary information and skills to perform the job reasonably well within six months of employment.
• Valid driver's license.

Preferred Education and Experience0

• Associate's degree in information technology or computer science or a related field.
• At least one of the following certifications: A+, Net+, Sec+, MSCSA, MCP, MCDST or MCSE.
• Experience with a department-specific software or system.