IT Helpdesk Support Technician

city of owasso   Owasso, OK   Full-time     Information Services / Technology (IT)
Posted on January 10, 2022
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Job Summary

Position:

IT Helpdesk Support Technician (Full-Time; Exempt)

Department:

Information Systems Department

Job Summary:

IT Helpdesk Support provides desktop and software support to all City employees, including downloading and applying software patches and upgrades; installing, configuring or repairing desktop computers and peripherals; tracks computers by location, software licenses, computer model, software installations, and patches and upgrades applied. Work is performed under the supervision of the Information Technology Director and does not have supervisory responsibilities.

 

Salary, Benefits, and Work Schedule

Salary:

$49,522 +/- annually depending upon qualifications and experience

Benefits:

Regular full-time employees are eligible for excellent Retirement and Health benefits. For a detailed summary of benefits go to OwassoBenefits.com.

Schedule:

• Hours Monday – Friday, 8:00 a.m. – 5:00 p.m.

• Must be able to share “On-Call” responsibility for after-hours/weekend calls and associated service requirements

 

Essential Functions

Includes, but is not limited to:

• Provides computer and software support, via the telephone or in person, for users of citywide personal computer systems and their applications by determining problem origin, whether it is caused from customer, network connectivity, and hardware or software conflicts

• Identifies and makes repairs onsite when possible, or arranges repairs through outside vendors

• Upgrades and maintains existing computers and software

• Orders, configures, and installs new computers and software packages

• Maintains helpdesk queue; inventories repair parts; moves computers for users; studies technical materials in order to maintain a competent knowledge level

• Tracks software licenses, information relating to computer models and software installed, and upgrades applied

• Troubleshoots log-in issues and network drive issues

• Ensures that the security and integrity of any and all sensitive data accessed in the course of the work is maintained at all times, and that established procedures and/or policies are followed

• Supports and maintains effective relationships with end users

• Occasionally provides set up and support for City Hall Cisco telephone system

• Performs other duties as assigned in a positive manner which supports the vision and strategic objectives of the division/department and the entire organization of the City of Owasso

 

Position Requirements

Minimum Qualifications, Experience and/or Education -

• One year of experience in each of the following required:

• Software and hardware maintenance, in a network environment

• Windows Desktop Operating Systems and Microsoft Office

• Installing computer hardware and troubleshooting hardware problems

• Installing software and troubleshooting software problems

• Desktop and software support

• Technical courses &/or certifications pertaining to computer hardware repair and maintenance recommended, such as A+

• Technical and end user courses &/or certifications in Microsoft applications, and other applications specific to organization a plus

• Familiarity/knowledge of Apple and Android devices (phones, iPad, etc.)

• Basic working knowledge of Cisco telephone systems preferred, but not required

• High level of analytical ability for troubleshooting and problem solving

• This position will interact with a broad range of internal customers and must possess a strong customer service-oriented attitude

• Comfortable with power and hand tools

• Valid Oklahoma Driver License with good driving record

• Pre-employment drug screening and background check required. Further checks including CJIS Certification and fingerprinting also required

 

Physical Requirements & Working Conditions

Most work will be performed in office and field work environments with moderate noise levels and varied temperature conditions. As this position requires entering different workspaces, the work environment may include exposure to drafts, noise, dust, hazardous physical substances and/or COVID-19 or other viruses, any of which may require use of personal protective equipment and other precautionary measures. This position may interact with staff and/or public and private representatives, some of whom may disagree, in interpreting and enforcing departmental policies and procedures.

Tasks may typically require standing or sitting in work areas, and walking between work spaces. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard and to operate standard office equipment; vision to read printed materials and a computer screen, sometimes for extended periods of time; hearing and speech to communicate in person and over the telephone. Additionally, this position will often bend, stoop, kneel, reach, push, climb stairs and occasionally ladders. Employee must possess the ability to lift, carry, push, and pull materials and objects weighing up to 50 pounds, or more with assistance.

 

Application Deadline

 

• Position Open until Filled

• Pre-employment drug screening and background check required; further checks including CJIS Certification and fingerprinting also required