Help Desk/Network Technician

The City of Kenosha's Information Technology department is a fast‑evolving and collaborative environment. IT serves City departments as their innovation partner and technical troubleshooter. The department also serves as a strategic resource as a change agent for new technologies and process efficiencies. This position provides first‑line support and technical assistance to computer users by answering questions or resolving computer problems in person, by telephone, in writing, or by email. Work involves the analysis and resolution of reported problems, creating user training guides, and coordinating user training. This position works under the general direction of the City's Director of Information Technology. Essential Duties and Responsibilities Ensures systems and networks are functional through observation, monitoring, and a specific routine. Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately. Ensures customer needs are met and documented properly. Answers help desk inquiries via telephones and email regarding computer software or hardware operations. Installs, modifies, and repairs computer hardware and software. Installs computer peripherals for users. Refers major hardware or software problems or defective products to vendors or technicians for service. Assists in the addition and removal of staff access to the enterprise environment. Assists in various system operations and troubleshooting related to the City's technical infrastructure. Prepares and maintains user training guides, internal instructional documentation, and technical reference materials. Trains users in the proper use of hardware or software. Collaborate with City staff and management to identify opportunities for workflow and systems improvements. (NOTE: The duties listed above are intended as illustrations of the various types of work performed by persons in positions covered by this classification specification. This list is not all‑inclusive. The omission of a particular job duty does not mean that the duty is not one of the essential functions of the position. Management reserves the right to assign employees in this classification to duties not listed above if the duties are fairly within the scope of responsibilities applicable to the level of work performed by employees in positions covered by this classification specification.) Education, Training and Experience Requirements Associate’s degree in Computer Support Specialist/Network Support Specialist or related field. One to two years of experience in troubleshooting/analyzing computer problems; or, any equivalent combination of education, experience and training which provides the knowledge, skill, and ability requirements. Valid driver’s license with a good driving record and personal vehicle for use on the job. Experience in Tyler Technologies ERP Systems is a plus. Knowledge, Skill and Ability Requirements Knowledge of computer hardware, software, electronic and wireless equipment. Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Knowledge of network switching, routing, and operation of telecommunications systems. Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records and other office procedures and terminology. Working knowledge of the following technology, software and platforms are preferred: Open source software Linux server applications and desktop environments Google Workspace Microsoft desktop and server support Understanding of networking fundamentals. Strong understanding of cyber security best practices. Understanding processes of monitoring network performance; troubleshooting Ethernet network problems and outages; collaborating with network architects on network optimization, and interacting with users to assist with their Ethernet network issues is preferred. Understands the process and functionality of desktop and server virtualization. Ability to communicate with all levels of users. Ability to understand the points being made and ask questions as appropriate. Ability to communicate with others to convey information effectively. Ability to use logic and reasoning to review information, identify problems, develop and evaluate options, and implement solutions. Ability to communicate effectively both verbally and in writing as appropriate for the needs of the audience. Ability to manage time effectively. Ability to develop specific goals and plans to prioritize, organize, and accomplish work within established department procedures. Ability to accept criticism and deal calmly and effectively. Physical Requirements Requires pulling, pushing, lifting, or carrying 10 to 20 lbs. of weight on a regular basis, and up to 100 lbs. of weight on occasion. Requires speaking, hearing, and listening. Requires the ability to use a telephone and cell phone, personal computer, laptop or tablet, fax machine, projector, television, calculator, and printer. Requires frequent walking, using hands to handle, or feel including repetitive motions, and using small hand tools such as screwdrivers, pliers, etc. Requires sitting, standing, reaching, bending, stooping, crawling, climbing and/or twisting. Involves sitting and/or standing for long periods of time. Environmental Requirements Tasks are regularly performed where exposure to dust, dirt, heat, cold, noise, fumes, odors, vibrations, wetness, humidity, and temperature changes is probable, often in confined spaces where there may be a risk of electrical shock. Sensory Requirements Tasks require color perception and discrimination, including close vision and the ability to adjust focus. #J-18808-Ljbffr City of Kenosha