City of Ann Arbor
  • Information Technology
  • Ann Arbor, MI, USA
  • 55,000 – 63,000
  • Salary
  • Full Time

Help Desk Support Specialist

Salary Range: $55,000 – $63,000

Role Summary

Provides first line technical support to the City's Information Technology (IT) users.  Responds to a variety of service requests including: troubleshooting of software, hardware and network issues; implements new hardware/software; documents procedures, problems and resolutions.  Works on related IT projects.

Essential Duties

  • Investigates, resolves and documents assigned issues reported to the IT Helpdesk; escalates and assists on issues needing input from other IT staff.
  • Identifies and resolves client problems involving desktop applications, local and remote storage space allocation, network performance and operation, desktop configuration, and automated maintenance jobs and schedules.
  • Logs and documents IT problems, including documenting issues and resolution activities in the Helpdesk software.
  • Installs, moves and troubleshoots hardware including computers, printers, phones, faxes, cameras, etc.
  • Reviews, researches and recommends hardware/software solutions to meet end user needs.
  • Resets passwords in Active Directory and other application systems.
  • Identifies and documents recurring and/or widespread problems/issues in the production IT environment; Develops and implements plans to resolve necessary fixes and changes in coordination with other IT staff and end users.
  • Works on project teams.
  • Reviews, develops and/or troubleshoots operating system and software deployment/ maintenance scripts in conjunction with other IT staff.
  • Recommends process controls to proactively address issues or improvement in production systems.
  • Analyzes log files and recommends changes to improve processing and system utilization.
  • Recognizes and identifies areas where existing policies and procedures may require change, or where new ones potentially need to be developed.
  • Will be on-call with a cell phone on a rotating basis with other IT staff members.
  • Provide on-site, off-hour support as required.

Related Work

  • Performs related work as assigned.

Knowledge of

  • Operating Systems (Windows XP/7/8/10, iOS, Android, etc.)
  • Software applications (such as Microsoft Office Suite, Adobe Acrobat and other business apps) to support end users and perform daily job functions
  • Basic knowledge of scripting languages/programming and analysis
  • Basic knowledge of any following programming and scripting languages: ASP, HTML, VB, vb.Net, VBA, C#, PowerShell, etc.
  • Use of Help Desk/Service Management software systems

Skills

  • Excellent troubleshooting, analytical and critical thinking skills
  • Strong customer service skills and commitment to customer service
  • Excellent oral and written communication skills
  • Ability to balance priorities and work in multitasking environment
  • Ability to work independently and as a team
  • Ability to apply sound judgment under pressure
  • Self-motivated and ability to demonstrate self-initiative
  • Resourceful and analytical to solved complex problems
  • Able to meet deadlines under pressure in a timely and accurate manner 

Equipment

Computing equipment including desktop, laptop, servers, printers, and associated peripherals. Other miscellaneous office equipment including the fax machines, copiers, phones and cell phones.

Training and Experience

Required:

  • Associate's degree in computer science, information technology or related field
  • Professional experience in working with computers and applications: at least 3years
  • Knowledge of computer hardware, software and networks
  • Have or be able to obtain Microsoft Certified Professional (MCP) certification within one (1) year of date-of-hire
  • Have or be able to obtain Comp TIA A+ Certification within one (1) year of date-of-hire

Preferred:

  • Bachelor's degree in computer science, information technology or related field
  • Microsoft Certified Solution Expert (MCSE) and/or Microsoft Specialist certification
  • Knowledge and experience in computer programming/scripting

Licensing Requirements

  • Valid MI Driver's License

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

Positions in this class typically require: stooping, kneeling, reaching, lifting, pushing, pulling, driving, grasping, talking, seeing, hearing and repetitive motions.

The ability to safely operate a motor vehicle, as incumbents will be required to travel throughout the City of Ann Arbor as necessary.  Duties entail the ability to work at a computer keyboard for extended periods of time or extended periods of time troubleshooting over the telephone.  Operating standard office equipment requiring continuous or repetitive hand/arm movements.  Move and lift objects up to 30 pounds such as computers, printers and supplies.

Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.  Sedentary work involves sitting most of the time.  Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

EEO:

We are proud of our diverse workforce and our commitment to equal opportunity.  We do not discriminate on the basis of a person's actual or perceived race, color, religion, national origin, gender, age, condition of pregnancy, marital status, physical or mental limitation, height, weight, source of income, family responsibility, educational association, sexual orientation, gender identity or HIV status in any aspect of our hiring or employment process.

Related Titles: Help Desk Technician, Technology Support, IT Support Specialist, Office IT Technician, Desktop Support, IT Analyst.

City of Ann Arbor
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