ABOUT THE POSITION
Join one of the fastest-growing cities in Arizona and the youngest in Yuma County!
As an IT Help Desk Technician, you will:
- Support information systems by providing first contact help desk assistance to enterprise computer users; work with users to troubleshoot and resolve application and network support issues.
- Receive user requests for resetting passwords, hardware configurations, resolving user software problems and escalating issues to higher level specialists as needed.
- Determine sources of concern, make recommendations for improvement, maintain up to date knowledge of systems, and keep proper documentation and logs or all requests and actions.
- Perform server checks daily to verify that critical servers are fully functional; notifies appropriate IT staff members if server problems exist.
- Updates active directories, internal company phonebook, and IT On-Call notification system database.
- Perform installation of new software or upgrades of existing software; conduct regular checks and preventative maintenance of personal computer and related systems.
- Maintain helpdesk ticket reporting system by creating, closing, and routing tickets to an appropriate technician.
- Utilize remote desktop applications and tools to provide remote assistance.
- Maintain Cellphone service account to process cellular service requests from City employees.
- Follow up with end users and IT staff to ensure issues are resolved in a timely manner.
- Perform a variety of administrative tasks for the department including requesting and following up on vendor quotes, submitting and tracking paperwork with contractors, monitoring order status, and updating work orders with tracking numbers and packing slips.
- Process requisitions for the IT department and monitor open purchase orders to ensure timely updates and tracking.
- Ensure timely receipt of IT-related purchases and coordinate payment processing with vendors.
- Collect and provide general information from various sources; arrange travel; identify customer needs; and communicate relevant information related to rules, regulations, policies, procedures, and technical office functions.
- Process and maintain department records, including moderate technical, specialized, or sensitive data; organizes and retrieves documents using standard filing systems (alphabetical, numerical, coded and electronic).
- Review documents for completeness and accuracy; perform routine calculations and basic accounting functions, including collecting payments, issuing receipts, and maintaining basic ledgers.
- Maintain detailed records of departmental operations, such as invoices, purchase orders, payments, equipment inventories, budget/financial data, and travel or training requests.
- Perform other related duties as assigned.
IDEAL CANDIDATE
Will possess the knowledge of:
- Microsoft Office applications (Word, Excel, and Outlook), internet and utility software.
- Standards office practices, procedures and equipment.
- Business English, including spelling, grammar, punctuation and arithmetic.
- Help desk support tools, including anti-virus, malware, protection, encryption, and related applications.
- Troubleshooting and maintaining computer hardware and software.
- Security and privacy technologies, emerging technological trends, and appropriate user-level security controls and practices.
Possess the skills in:
- Maintaining records, scheduling service and managing information flow
- Prioritizing and managing time effectively
- Adaptability to new situations and priorities
Possess the ability to:
- Work in a secure environment while handling confidential information with discretion.
- Provide support and training to end-users on computer systems and network use; address immediate issues with a high level of courtesy and professionalism.
- Exercise sound judgment in planning, coordinating tasks, prioritizing service requests, and accurately documenting issues.
- Communicate effectively, both verbally and in writing.
- Establish and maintain positive and effective working relationships with others.
- Organize and maintain complex, detailed filing system.
- Follow both oral and written instructions with accuracy and attention to detail.
MINIMUM REQUIREMENTS
Education, Training, and Experience:
- High School or GED; and
- A minimum of one year of experience providing customer service in an Information Technology environment.
Licenses and Certification:
All Licenses and Certifications required must be maintained throughout employment.
- ACJIS Network Terminal Operator Certification OR ability to obtain certifications within six (6) months of hire.
- A valid Arizona Driver’s License at the time of appointment
Special Requirements:
- Residency in the United States and within 25 miles of the City of San Luis.
- Pass an extensive background check
- Work on-call at least seven days per month.
DESIRED/PREFERRED:
- A+ certification or equivalent
- San Luis residency.
- Bilingual in Spanish.
- Associate’s degree in a Computer Science related field?
SUPPLEMENTAL INFORMATION
The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Demands
While performing the duties of this job, the employee is regularly required to sit, walk and stand; talk and hear; use hands to finger, handle, feel or operate objects, tools or controls; reach with hands and arms; and perform repetitive movements of hands or wrists. The employee is frequently required to lift up to 50 pounds unaided. Specific vision abilities required for this job include close vision and the ability to adjust focus.
Mental Demands
While performing the duties of this class, an employee uses written and oral communication skills; reads and interprets data, information and documents; analyzes and solves problems; uses math and mathematical reasoning; performs highly detailed work; deals with multiple concurrent tasks; and interacts with others encountered in the course of work, including frequent contact with customers and/or the public and dissatisfied/abusive individuals.
Work Environment
The employee works in an office environment where the noise level is usually quiet. Certain positions within the classification may require availability to work flexible schedule.
The City of San Luis is committed to Professional Growth and Career Development -
Candidates with the most relevant backgrounds will be invited to participate in the interview/assessment process.