Helpdesk Support Technician

Job Summary:

Provides first line support of users requiring assistance with information technology and software issues within a Windows environment.  Performs a variety of complex and highly technical jobs that include virtual servers and local area networks. 

 

Major Responsibilities:

• Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and software applications.
• Answers help desk phone calls and emails, updating ticket board as needed.
• Receives assets, moves equipment within and/or between facilities, executes equipment replacement activity, and updates asset management system to reflect work performed.
• Performs minor desktop hardware repair for computer equipment and peripherals not covered by vendor maintenance agreements. Monitors, verifies, and reports non-compliance as it relates to computer/software policies and procedures.
• Tests and installs OS and software updates/upgrades in a Desktop and Virtual Server environment.
• Maintains hardware inventory and reports inventory shortages.
• Coordinates with vendors to provide warranty repairs.
• Coordinates timely repair of PC equipment covered by maintenance agreements.
• Creates and manages Active Directory user accounts; performs password resets.
• Participates in minimal after-hours support, as needed.
• Provides set-up and takedown of computers and display devices at special meetings, as needed.
• Trains and provides user orientation on the use of hardware and software.
• Performs other duties as assigned, including assisting other departments as required.

 

Minimum Qualifications & Required Knowledge:

• High school diploma or equivalent.
• Two years of experience and/or training in configuring, installing, and supporting computers, network operating systems, and associated automation applications.
• Technical certification or vocational training in PC installation and maintenance preferred but not required.
• Valid Oklahoma Driver License.
• Knowledge of Microsoft Office and other related software.
• Knowledge of computer operating systems and programs.
• Ability to learn and troubleshoot specialized software, including but not limited to AutoCAD and FARO Zone.
• Skills in computer networking, Active Directory and Exchange mail server.
• Skills in oral and written communication.
• Skills in managing multiple projects and assignments simultaneously.
• Ability to provide excellent customer service.
• Ability to troubleshoot and repair all types of hardware and software including iPads and Windows tablets.
• Ability to maintain confidentiality.

The City of Sand Springs is and EEOE/Drugfree Workplace

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