• This posting will be used to fill two positions.

SUPERVISORY STATUS: None

GENERAL SUMMARY: The Help Desk Support Technician provides “first line” assistance and technical support to computer users that are experiencing technical, hardware, or software issues, including slow performance, connection problems, and an inability to access data; answers questions or resolve computer problems for clients in person, via telephone, or electronically; provides assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems; performs work independently both remotely and onsite; and performs related work as assigned.

The successful candidate possesses patience, as well as excellent listening and communication skills; the ability to follow a management philosophy that is input oriented; values equity, problem solving and the development of partnerships; and desires to be part of an organization that values service, people, integrity, responsibility, innovation and teamwork.

DISTINGUISHING FEATURES OF THE CLASS: Work in this class involves application of knowledge used for solving, educating, guiding, and troubleshooting computer systems, software applications, and technology-based products and services. Supervision and assignments are received through oral and written instructions from the Lead Applications/Network Analyst.

JOB DUTIES:

• Receive incoming support requests via e-mail, phone, WebQA, verbal, etc.
• Resolve support requests and computer software problems in real time using remote troubleshooting, diagnostic techniques, and pertinent questions.
• Research difficult requests and consults with supervisors and/or team members based on expertise and/or responsibilities.
• Document operational activities and unsolved requests; and revisit or escalate to other staff as appropriate.
• Walk end-users through the problem-solving process.
• Provide information and guidance on IT products or services; follow-up and updates to end-users with issue resolution status and information; technical support for software maintenance or use; and recommendations to others about computer hardware.
• Monitor computer system performance to ensure proper operation.
• Read documents to gather technical information.
• Install computer hardware and software.
• Teach and train others to use computer equipment or hardware; and in computer interface or software use.
• Test and modify computer hardware and software programs to improve performance.
• Recommend changes to improve computer or information systems.
• Collaborate with others to determine design specifications or details.
• Update knowledge about emerging industry or technology trends.
• Triage feedback or suggestions to the appropriate internal team member.
• Identify and suggest possibilities, improvements and procedures.
• Assist end-users of Accela (Permitting/Licensing) and WebQA (Customer Relationship Management CRM) with troubleshooting debugging, reporting, work flows and document creation.
• Collaborate to determine design specifications or details; on data extraction, reporting and presentations using reporting tools; and to resolve information technology issues.
• Respond to questions and service requests.
• Participate in the City’s Intercultural Competency Training and Program.

KNOWLEDGE, SKILLS AND ABILITIES

• Computers and Electronics - Knowledge and highly competent skill set in troubleshooting and support of Windows desktops, Microsoft 365, Microsoft Office Suite of Tools, SharePoint, Exchange, Active Directory, Mitel (Shoretel) VOIP phone system technology, mobile technologies for smart phones and tablets.
• Knowledge of diversity, equity and inclusion.
• Ability to work with end users translating needs and wants into useable and accurate work flows and technology solutions.
• Strong written and verbal communication skills, including the ability to train end users.
• Familiarity with concepts and implementation of network security and compliance for all users and processes with an understanding and adherence to required security practices and policies.
• Attention to detail and accuracy.
• Customer service and teamwork skills – responding to others.
• Ability to work effectively with a decreasing amount of assistance from others as increased technical skills are acquired.
• Problem solving - Ability to break a problem down and step through it logically determining the best solution based on the issue and problem details.

Minimum Qualifications:

• Graduation from an accredited two-year college or technical school in computer science, information technology, network security or management information science; and
• Customer service experience; or
• Equivalent education and experience.

Preferred Qualifications:

• Experience as a Helpdesk or Support Technician in a multi-site environment.
• Experience working with a diverse workforce.
• Bachelor’s degree in computer or technology-related field.

RESIDENCY REQUIREMENT: Employee shall establish their principal place of residence within thirty (30) miles of the corporate limits of the city of Dubuque as soon as practicable after appointment, but within two years of appointment.

FLSA STATUS: Non-exempt

The City of Dubuque provides equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sex, pregnancy, sexual orientation, marital status, religion, age, disability, gender identity, or results of genetic testing.