Information Systems Help Desk Technician

Job Title: Information Systems Help Desk Technician

Department: Information Technology (IT)

Reports to: IT Specialist

Employment Type: Full-time

Job Summary

The Information Systems Help Desk Technician will serve as the first point of contact for technical assistance across all city departments. This role focusses on providing first-level support for workstations, software, and telecommunications while maintaining the integrity and security of the city’s digital infrastructure.

Key Responsibilities

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  Perform account creation, password resets, and account unlocking
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  Manage security groups and organizational units (OUs).
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  Microsoft 365 administration; manage user licenses and provide tier 1 support for Outlook, Teams, OneDrive, and SharePoint.
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  Provide front-line troubleshooting for public safety software, including Spillman/Flex and mobile data terminals used by Police and Fire departments.
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  Respond to help desk requests submitted via email, phone, etc. for hardware and software issues in a timely manner.
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  Diagnose and resolve printer, workstations, and mobile device connectivity or performance errors.
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  Set up and configure new workstations, peripherals, and city-issued mobile devices.
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  Provide basic technical guidance to city staff on software updates and equipment operation.
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  Maintain accurate logs of service requests and update hardware/software inventory records.
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  Related duties as assigned.

Qualifications & Requirements

Education:

• High school diploma or equivalent required.
• Associate’s or Bachelor’s degree in Computer Science, Information Technology, or related field.
• Preferred certifications in CompTIA A+, Network+, or Microsoft 365 Fundamentals.

Experience & Skills:

• Familiarity with Windows 11 and Microsoft Office.
• Basic understanding of networking (TCP/IP, DNS, Wi-Fi).
• Strong organizational skills with the ability to manage multiple tasks.

Requirements:

• Requires concentrated attention to detail.
• Driving to various City sites when necessary; must possess a valid driver’s license.
• Tasks involve physical activity such as walking, standing, stooping, sitting, and lifting IT equipment up to 50 lbs.
• Ability to work in confined spaces.
• Must pass a comprehensive criminal background check (including CJIS fingerprinting for access to law enforcement systems).