Description
Essential Job Functions: Performs first level help desk support. Answers the help desk line and responds to end user requests, emails, questions, and problems in a professional and timely manner. Diagnose problems, troubleshoot and provide timely resolution to technical support problems using remote support to resolve problems. Troubleshoot issues over the phone and determine when to deal with an issue and when to push an issue up to the next level of support. Ensure all calls and other requests are properly logged, documented, escalated, and closed using help desk software. Disconnect, move, reconnect, and test computers reassigned to new locations. Setup, maintain, and support PC hardware and software. Repair computers, down to the subassembly level, including but not limited to the removal and replacement of hard drives, memory, modems, motherboards, etc. Identify, research, and resolve technical problems. Performs daily operations of multi-user computer systems. Manages, monitors, troubleshoots and supports multiple production servers utilizing Windows Server Operating Systems. Monitors server's utilization. Monitors, troubleshoots and supports an IBM Power S814 iSeries. Installs new releases to systems as well as applying PTF's as needed. Performs daily server backups, produces daily backup reports and maintains backup media both onsite and offsite. Assists users with hardware/software problems on iSeries computer system and various microcomputer applications utilizing the help desk support tools. Maintains system logging. Monitors computer room environment, i.e., UPS, air conditioners, batteries, temperature, humidity, and Halon. Monitors and maintains forms on computer equipment, supplies, safe inventory, and the work pending/schedule shelves. Maintains daily, weekly, monthly logs, system disaster recovery plan and system operations manuals. Performs work in unsupervised situations. Aids in training of new help desk personnel. Receives and tags new computer equipment. Monitors data communications network to ensure that network is available to all system users. Works with iSeries and communication vendors when problems cannot be resolved in-house. Provides after-hour support for 911 centers. Creates and maintains a climate of continuous improvement, proactively identifying opportunities for service improvements and internal efficiencies.
Other Job Functions: Performs other duties as required. Job description statements are intended to describe the general nature and level of work being performed by employees assigned to this job title. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required.
Working Conditions: Must be available to work Monday through Friday, 7:00 a.m. to 7:00 p.m. On a periodic basis, must be able to work odd hours and weekends. Must be able to carry an on-call cell phone once every five weeks. Adverse working conditions include, but are not limited to, extreme cold, dust, and confined spaces.
Requirements
Knowledge: Must have knowledge of help desk concepts, practices and procedures. Knowledge of setting up, installing, repairing, troubleshooting, and maintaining PC's, laptops, and printer. Knowledge of Windows Operating Systems.
Skills/Abilities: Must have professional verbal and written communication skills. Must be organized and detail-oriented. Enjoys working in a fast-paced, high-energy environment. Ability to exercise sound judgment in evaluating situations and in making decisions. Ability to follow standard operating procedures. Ability to work independently and with a team. Ability to meet project deadlines. Must be highly customer service driven and reliable. Must have strong PC skills. Ability to diagnose, troubleshoot, and resolve software, hardware and network problems.
Physical Requirements: Constantly sees and hears. Must be able to differentiate colors and see small objects at close range. Frequently climbs, drives, twists body, reads, squats, crouches, crawls, writes by hand, speaks, stands, walks, sits, stoops, uses physical dexterity, bends, carries objects weighing up to 25 lbs., pushes objects weighing up to 70 lbs., lifts and moves objects weighing up to 55 lbs.
Education/Experience: Associate or Bachelor of Science degree in Computer Science, Information Technology or related field preferred. Three (3) years of Help Desk experience preferred.
Other: Must possess a valid Class C driver's license with a good driving record. Other state valid Driver's License equivalent to Texas Class C with a good driving record will be considered. Texas state law requires within 30 days of residency, you must possess a valid Texas driver's license. Applicant must submit a resume to be considered for position. Applicant selected for hire shall be subject to polygraph, criminal history background check, and a drug/alcohol screen test.
The City of Beaumont provides equal employment opportunities (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, The City of Beaumont will provide reasonable accommodations for qualified individuals with disabilities. To request a reasonable accommodation or other assistance contact a Human Resources representative at (409) 880-3777 or through RELAY Texas at 1-800-735-2989 or mail your request to P.O. Box 3827, Beaumont, Texas 77704.
The City may consider all related education and/or experience in determining the applicant's minimum qualifications and starting salary.
