Description
4 months, possible 3 month extension
MINIMUM REQUIREMENTS:
Associate degree in Computer Science, Management Information Systems, Business or Accounting; also, 3 - 4 years full time experience. Additional related experience may substitute for education on a year-for-year basis. Certifications in A+, N+ and MCP are required. Experience with help-desk support or PC installation and repair. Extensive experience with packaged PC software including: MS Office and MS Windows Operating Systems
DESIRES:
Experience with MS Windows and MS Office on desktop PC's. Experience with vendors in handling purchasing processes for IT related equipment including but not limited to desktops, Servers, software, peripheral devices, etc. Experience writing newsletter or documentation and training end users. Experience with telephone, cell phones provisioning and/or radio equipment.
KNOWLEDGE, SKILLS AND ABILITIES:
Knowledge of state-of-the-art computer hardware.
Knowledge and practical experience with CMB software packages.
Knowledge of basic governmental accounting and operational procedures, or the ability to rapidly acquire such knowledge.
Good knowledge of current PC hardware and software.
Good oral and written communication skills.
Excellent follow-up and organizational skills.
Excellent customer service skills.
Ability to comprehend, analyze, and interpret functional organizational and procedural problems, and to make alterations in existing systems.
Ability to design, install and test systems, and to evaluate their effectiveness.
Ability to communicate effectively, both verbally and in writing.
Ability to establish and maintain effective working relationships with departmental and other City employees.
Ability to field incoming help requests from end users via both telephone and e-mail in a courteous manner.
Ability to document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
Ability to build rapport and elicit problem details from help desk customers.
Ability to prioritize and schedule problems and escalate problems (when required) to the appropriately experienced technician.
Ability to record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Ability to apply diagnostic utilities to aid in troubleshooting.
Ability to access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Ability to Identify and learn appropriate software and hardware used and supported by the
organization.