Network Support Specialist (Help Desk Specialist)

The Civil Service Commission of the City of Decatur will conduct an examination and establish an eligible register for the above classification. Persons passing all phases of the selection process will be placed on a Civil Service eligible register which will be used for a period of two years or until exhausted. Selection of candidates will be made according to the Civil Service laws for cities as modified by the City Code of the City of Decatur, Illinois. There is currently one opening in the Information Technology Department.
The Network Support Specialist (Help Desk Specialist) acts as the first point of contact for incoming calls and emails by answering queries and addressing system and user issues in a friendly, timely, and professional manner. Day-to-day responsibilities involve troubleshooting, problem solving, and explaining technical terms in an easy-to-understand way. This position consists of advanced level computer desktop technical work performed under general supervision to install, maintain, and support the City's personal computer systems to include all hardware, software, and peripheral equipment.
The City of Decatur is a drug-free workplace which includes marijuana. Candidates will be subject to a pre-employment drug screen, physical and background check post offer.EXAMPLES OF WORK (typical work examples, but not limited to the following):

1. Moves, installs and configures personal computers, terminals, mobile data computers, printers and related equipment, including preparing and installing specialized cable assemblies, and coordinate all related activities.
2. Modifies and makes repairs to personal computer hardware and peripherals, to include replacement of internal components, following design or installation specifications.
3. Serves as primary contact person for city staff regarding personal computer hardware and software procedures and problems, to include PC operating systems and productivity application suite software. Solicits the assistance of other technical specialists on activities outside area of expertise.
4. Assists personal computer users having problems using computer software and hardware or inquiring how to use specific software, such as statistical, graphics, data base, printing, word processing, electronic mail, network and operating systems. Assists users in utilizing software applications at the personal computer level or customizing standard vendor-supplied software packages to increase productivity.
5. Installs, maintains, configures, and monitors work stations, operating systems and components to optimize performance, memory utilization and reliability.
6. Determines causes of work station, operating system, and application software component failures, and develops and/or applies fixes for these failures.
7. Is available to solve and correct work station and network connectivity system component problems on a rotating 24 hour on-call basis, including weekends if necessary. This includes carrying and responding to a City cell phone on a 24-hour basis, as assigned.
8. Coordinates and implements security and anti-viral measures to safeguard information in computer files against accidental or unauthorized modification, destruction or disclosure.
9. Keeps management informed orally and in writing of problems and activities within assigned area of responsibility; refers matters beyond limits of authority and expertise to management for direction.
10. Maintains inventory records of the City's hardware and software. Documents all changes made by use of the on-line Inventory Control System. Conducts semi-annual audits of work station equipment, and records findings.
11. Performs routine system administration functions as dictated and documented by Systems Administrators and Network Administrators. Performs other Help Desk-related tasks including restoration of files from backups, resetting user passwords, identifying causes for end-user equipment failure and escalation to the appropriate resources, and taking emergency actions in accordance with established written procedures.
12. Successfully participates in educational activities provided, in-house or off-site, to maintain currency with evolving technologies, to master new skills required by advances in work station and network technologies.
13. Performs related work and other duties as assigned.

A bachelor's degree in Information Systems or Information Technology is preferred. This includes hours of credit directly related to computer work stations and network operations, administration, design, analysis and repair. Candidates should have a thorough knowledge of Windows 10 and Windows 11 operating systems. They should have experience with Office 365. It is preferred that candidates have VMWare Virtual Desktop experience. Certification in A+ and prior experience working in an Information Technology Help Desk is highly desired.
REQUIRED KNOWLEDGE, ABILITIES AND SKILLS

1. Demonstrated thorough knowledge of computer hardware and operating system theory and practice; thorough knowledge of standard computer applications in use by the City; and considerable knowledge of local area network systems, theory, and practice.
2. Demonstrated ability to communicate effectively and diplomatically, both orally and in writing.
3. Demonstrated ability to reason deductively and to apply troubleshooting logic to isolate, identify and correct work station and computer network hardware and software problems.
4. Ability to lift and carry equipment of considerable bulk, weighing up to 50 pounds.
5. Ability to install/maintain network wiring, to include the ability to climb and work from a stepladder.
6. Ability to demonstrate good keyboarding skills.

EXAMINATION PROCESS
The examination process will consist of the components listed below. The combination of the written examination and oral interview will constitute 100% of the final examination score.

1. Written Examination All applicants must take the written examination. Applicants are required to score at least 70.00% on the written examination.
2. Oral Interview All applicants passing the written test must pass an oral interview with a score of at least 70.00%.
3. Veteran Points Eligible veterans may receive 5 veteran preference points added to their final examination score.
4. Seniority PointsApplicable persons who receive a score of 70% or more will receive 0.50 seniority preference points for each full year of continuous service to a maximum of 10.0 points added to their final examination score.
5. Physical Examination Applicants placed on the eligible register must pass a physical examination which includes a drug screen by a physician of the Commission's choice immediately prior to appointment.

PROBATIONARY PERIOD

Persons appointed to the position of Network Support Specialist (Help Desk Specialist) will serve a probationary period of six months.

RESIDENCY
The Network Support Specialist (Help Desk Specialist) position is covered under the American Federation of State, County and Municipal Employees (AFSCME) collective bargaining agreement. AFSCME employees appointed in the classified services shall reside within the corporate limits of Macon County, or within the corporate limits of any municipality extending into Macon County. Upon original appointment, an appointee may reside outside said limits but shall be required as a condition of continued employment to comply with said residency requirement no later than ninety (90) days after the completion of said appointee's probationary period.
TO APPLY
Complete an application at the link below with all requested relevant information. Incomplete applications will be rejected. Downloading your resume prefills some sections of the application.Employment Type: Full-Time Benefited Employee