help desk technician Concord, NH
Job description
Have you been searching for a position in Information Technology but don’t want to give up the work/life balance that the Pandemic afforded many IT Professionals? The municipality of Concord, NH has the right position for you. The IT Helpdesk Technician is part of the IT team dedicated to supporting the City’s IT infrastructure. This position is responsible for answering the phones, providing essential technical assistance and support to city employees. Documenting issues and gathering more information. Diagnosing computer systems, hardware, and software issues. The IT Helpdesk Technician will respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions when possible or escalate the issue when necessary to ensure that all systems are working correctly. Not only will you work in a varied and dynamic environment which will provide you with a broadened skill set, you will be making a significant contribution to the community of Concord, New Hampshire
DEPARTMENT: Information Technology
TYPICAL WORK SHIFT/SCHEDULE: Days, Monday thru Friday from 8 am to 4:30 pm, Overtime on occasion is a requirement. Some on call duties.
APPLICATION INSTRUCTIONS: Open until filled with a weekly review of applications.
A City Application is required. Applications may be completed online at www.concordnh.gov. For more information on applying, please call the Human Resources Department at (603) 225-8535 (voice) or TTY at 800-735-2964 or 7-1-1. =========================================================================
Job Summary: Maintains and manages Information Technology software and hardware, including telephone systems. Provides Customer Service to a variety of stakeholders. Works with various technology proving support to front line users.
- Serve as the first point of contact for internal customers seeking technical assistance.
- Monitor and respond timely and effectively to IT-related requests.
- Provide technical assistance and support for concerns and issues related to systems, software, and hardware.
- Document internal procedures.
- Ask questions and listen to internal customers in order to determine the root cause of issues.
- Run diagnostic programs and work with 3rd party vendors to resolve problems.
- Direct unresolved issues to tier 2 support or Management.
- Identify and suggest improvements to processes and procedures.
- Report significant and reoccurring issues to Management.
- Collect feedback to determine patterns and issues; work with team members to find a solution to the problem.
- Ability to complete specific tasks associated with basic IT projects.
- Perform other related duties as assigned in accordance with overall job responsibilities.
- Associates degree in Computer Science, or related field or 2 + years of relevant work experience.
- Tech-savvy with a solid understanding of computer systems, mobile devices, and other tech-related products.
- Efficient and effective troubleshooting skills and root cause analysis.
- Experience in diagnosing and resolving fundamental technical issues.
- Proficiency in MS Office Suite.
Licenses and Certifications:
Microsoft certifications, MCP, MCSA (Preferred)
Drivers License
MATERIAL AND EQUIPMENT USED:
Computer Hardware Software Utilities
Peripheral Devices Monitoring and Testing Tools
Network Equipment
