IT Help Desk Technician

The IT Help Desk Technician will serve as frontline support for the City's Information Technology department by working with employees to resolve or escalate technical issues. This position is responsible for providing accurate and responsive support via phone, email, and the City's helpdesk ticketing system. The hiring range for this full-time, non-exempt position begins at $24.50/hr.

Position Responsibilities

Problem-Solving / Help Desk. Serves as the front line for technical issues reported by employees. Responsible for answering phone calls and responding to end user tickets in a timely and friendly manner. Responsible for the identification and resolution of problems with desktop hardware and software. Responsible for escalating to next level technical support as needed.

Computer Operations. Installs and maintains the City's computer systems, including Microsoft Operating Systems, Microsoft Office 365, and Audio/Video systems.

Mobile Device Terminals (MDT). Installs, maintains, and monitors the City's Mobile Device Terminals (MDT's).

Telecommunications. Maintain and troubleshoot the City's Cisco VoIP phones.

Mobile Devices. Installs, maintains and troubleshoots the City's Mobile Devices and Mobile Device Management software (MDM).

PC Build and Deployments. Responsible for deployment of new desktop hardware including traditional PC's, laptops and virtual desktops utilizing VMware Horizon View. Includes desktop image process and maintaining City desktop images.

Liaison. Works with other vendors to resolve problems as required. Maintains contact with outside organizations in the maintenance, service, recommendations, implementations, problem solving and/or purchase of computer equipment and software.

Training. Attends training. Stays abreast of changing hardware and software by trade periodicals, web sites, and continued education.

Minimum Qualifications

Associate's degree from an accredited college or university with some study in computer science, electronics & computer engineering, or a closely related field

Minimum of one (1) year of experience in any combination of the following:

Help desk support (phone, face-to-face and remote support) including but not limited to: PC hardware, software, peripherals

Desktop Virtualization (VMware preferred)

Desktop Imaging

VoIP Phones (Cisco preferred)

Mobile devices in an enterprise environment including but not limited to: iOS, Android, Windows OS

Certifications in CompTIA A+ and/or MSCE Desktop Infrastructure preferred

Work Schedule

This position generally works eight hour days Monday through Friday. Daily hours may vary in order to meet operational requirements. This position may be required to work outside of normal hours at any time for emergencies or to perform necessary tasks which could impact network availability.

Additional Statements:

The above statements are intended to describe the general nature and level of the work performed by employees assigned to this position. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications. The City of Shawnee reserves the right to amend and change responsibilities of job descriptions to meet business and organizational needs as necessary. The job description is not a contract or guarantee of employment.

The City of Shawnee complies with federal and state equal opportunity laws. It is the City's policy to provide an equal employment opportunity for all qualified employees and applicants for employment without regard to ancestry, race, color, religion, sex, sexual orientation, gender identity, pregnancy, age, national origin, disability, socioeconomic status, genetic information, citizenship, veteran status or familial status, or any other basis protected by state or federal law, in regard to hire, training, promotion, transfer, layoff, dismissal, discipline and other conditions of employment. If reasonable accommodation is necessary to apply or further information if needed, please contact Human Resources at .