Position Information

NOTE: Physical day-to-day responsibilities for this title may include the ability to lift and carry library materials.  Ability to stand for extended or continuous periods of time.  Ability to bend, stretch, twist, or reach out with one’s body arms or legs.  Ability to climb staircases, ladders and or step stools. 
NOTE:  To be considered for this position you must provide information about your educational background and your work experience.  If you fail to provide this information at the time you submit your application, it will be incomplete, and you will not be considered for this position.  There are three ways to provide the information: 1) you may attach a resume; 2) you may paste a resume; or 3) you can complete the online resume fields.
 
NOTE:  Attach a copy of your resume and transcripts.
 
These positions are covered under the terms of the City’s collective bargaining agreement with American Federation of State, County, and Municipal Employees (AFSCME).  Only employees in City job titles in this bargaining unit (1, 3, 4 & 5) are eligible to bid on these positions.
 
DUTIES: Under supervision, performs help desk functions to provide basic assistance and technical support to personal computer (PC) and PC network users, and performs related duties as required.
 
Responds to calls to the help desk, asking questions and obtaining information that will assist in assessing the extent of software and hardware problems experienced and follows up to determine whether the problems were resolved. Monitors the network via a terminal to read and view files on servers and to conduct routine connectivity tests to isolate and identify the source of problems. Responds to questions and assists users on computer and software-related issues (e.g., setting up E-mail accounts/usernames/passwords, accessing the Internet, operating personal computers and software).  Provides assistance to users and resolves routine problems relating to gaining access and using software applications on the network. Troubleshoots and resolves basic connectivity and software problems and refers to more complex problems for resolution. Sets up computer workstations and peripheral equipment and loads and tests software. Instructs users in the operation of new or upgraded software applications. Answer technology questions by phone, email, and online. Escalate when more advanced support is required. Document all issues in ServiceNow ticketing system. Support Customer Service department by assisting with hardware and other asset management. Provide technology expertise as requested for special projects.