IT Help Desk Technician

GENERAL STATEMENT OF DUTIES
This part time position performs computer related work and provides a variety of IT support services to the township and city employees, elected officials, and technology assets. The role of this position is to provide Help Desk technical support on current systems and applications. This position will also be responsible for tracking time and documenting resolutions to requests on the Help Desk application.
 

SUPERVISION RECEIVED
Work is performed under the general supervision of the IT Manager.
 

SUPERVISION EXERCISED
None
 

RESPONSIBILITIES AND ESSENTIAL DUTIES & FUNCTIONS
An employee in this position may be called upon to do any or all of the following essential duties: (These examples do not include all of the duties which the employee may be expected to perform.)
1. Installs or replaces personal computer hardware and peripherals (i.e. computers and printers).
2. Performs initial troubleshooting on computer-related equipment; arranges for additional technical support as needed.
3. Participates in the planning and implementation of computer upgrades, enhancements, and expansions.
4. Escalates requests or issues to the IT Support Analyst as appropriate. Collaborates with appropriate resources as required for effective and timely resolution of user requests or issues.
5. Escalates employee IT support satisfaction issues to the IT Manager.
6. Provides clear, concise, consistent record of user support requests. Maintains records of user requests including documentation and communication of resolution to the user.
7. Keeps abreast of current issues and developments in IT services, needs, and resources through continued education and professional growth.
2
8. Adheres to the Township’s Mission, Vision, and Values through excellent customer service, creative problem solving and decision making, and stewardship of Township resources.
9. Performs related work as required.
 

REQUIRED KNOWLEDGE, SKILLS, ABILITIES, AND MINIMUM QUALIFICATIONS
The requirements listed below are representative of the knowledge, skills, abilities and minimum qualifications necessary to perform the essential functions of the position. These requirements may be accommodated for otherwise qualified individuals requiring and requesting such accommodations.
1. Working knowledge of computer hardware and software including specific applications such as Microsoft Office 365.
2. Perform routine Windows maintenance and repairs.
3. Excellent customer service skills.
4. Ability to apply troubleshooting and problem-solving skills to resolve issues.
5. Ability to listen and communicate effectively with a variety of audiences. Includes written and oral communication of ideas, strategies, goals, and directions.
6. Ability to organize work to meet deadlines and provide efficient and accurate technology solutions.
7. Ability to multi-task and problem solve during on-the-job situations.
8. Ability to maintain cooperative and effective relationships with peer departments.
9. Reliable transportation; ability to travel to remote work locations (Township buildings and City of Northville buildings). On-call and/or weekend availability may be necessary.
10. Desirable certifications include COMPTIA A+ and Microsoft Fundamentals.