JOB TITLE: Tier 1 Help Desk

DEPARTMENT: Information Technology (IT)

SALARY: $2,030.19 Bi-Weekly

HOURS: 8:30 a.m. - 4:45 p.m., M-F

To perform this position successfully, an individual must be able to perform each essential function of the position satisfactorily. The requirements listed in this document are representative of the knowledge, skill, and/or ability required. The City of Mishawaka provides reasonable accommodations to qualified employees and applicants with known disabilities who require accommodation to complete the application process or perform essential functions of the job unless those accommodations would present an undue hardship.

Incumbent serves as Help Desk Specialist for the City of Mishawaka Information Technologies Department, responsible for providing end user support and customer service on City supported computer applications and platforms and diagnosing and resolving computer related problems.

DUTIES: Responds to requests for technical assistance in person, via phone, or electronically.

Provides on-going end user support for computer hardware, software, and peripherals, including diagnosing problems and fixing computers, printers, phones, and other equipment. Responds to user inquiries, assisting in providing related training, contacting vendors as necessary.

Provides preventative maintenance on and configures and deploys desktop computers, printers, and peripheral equipment. Monitors, logs, and provides reports to Department staff concerning computer system maintenance matters and incidents.

Diagnoses and resolves technical hardware and software issues including assisting higher tiered support staff.

Delivers computer, peripheral and asset inventory/supplies to departments as requested.

Serves as backup to other Information Technologies staff members.

Responds to 24-hour calls for computer related emergencies.

Performs related duties as assigned.

JOB REQUIREMENTS:

High School Diploma/HSE. Minimum one year computer network experience required.

Must be at least 18 years of age.

Ability to meet all departmental hiring requirements, including passage of a drug test and medical exam.

Thorough knowledge of various operating systems, hardware/software applications, network operations, and related systems.

Working knowledge of standard English grammar, spelling, and punctuation and ability to prepare correspondence and detailed reports.

Ability to operate standard office equipment and computer repair equipment, such as computer, keyboard, calculator, fax machine, copier, scanner, screwdriver, drills, networking tools, diagnostic and testing equipment, and telephone.

Ability to identify and diagnose computer problems and implement, maintain, and repair information and technology systems as required.

Ability to effectively communicate orally and in writing with co-workers, other City departments, computer and software users, vendors, and the public, including being sensitive to professional ethics, gender, cultural diversities, and disabilities.

Ability to provide public access to or maintain confidentiality of department information and records according to state requirements.

Ability to comply with all employer and department policies and work rules, including, but not limited to, attendance, safety, drug-free workplace, and personal conduct.

Ability to work alone with minimum supervision and with others in a team environment.

Ability to work on several tasks at the same time and work rapidly for long periods, occasionally under time pressure.

Ability to understand, memorize, retain, and carry out written or oral instructions and present findings in oral or written form.

Ability to apply knowledge of people, locations and plan and layout work projects.

Ability to occasionally work extended, evening, and weekend hours and respond to emergencies on 24-hour basis.

Possession of a valid drivers license and demonstrated afe driving record.

DIFFICULTY OF WORK:

Incumbent performs duties according to general instructions and guidelines from supervisor, with unusual tasks or problems discussed in advance. Work requires independent judgment to determine best methods to overcome difficult or atypical problems.

RESPONSIBILITY:

Incumbent performs a variety of repair, preventative maintenance, and training functions on City computer hardware and software, utilizing general instructions from supervisor and/or standard practices and techniques to ensure proper and effective operation of the Citys computer and information systems. Incumbent generally performs duties in an independent manner, requiring direct supervision only under new or unusual circumstances.

PERSONAL WORK RELATIONSHIPS:

Incumbent maintains frequent contact with co-workers, other City departments, computer and software users, vendors, and the public for a variety of purposes including providing exchanging information and providing service to City employees.

Incumbent reports directly to the IT Director.

PHYSICAL EFFORT AND WORK ENVIRONMENT:

Incumbent performs majority of duties in a standard office environment, involving sitting/walking at will, sitting for long periods, lifting/carrying objects weighing over 50 pounds, pushing/pulling/handling/grasping objects, reaching, keyboarding, driving, close/far vision, depth perception, speaking clearly, and hearing sounds/communication. Incumbent works in high places confined areas, walks on uneven terrain, work in wet/icy surroundings, and in noisy or dusty environments.

Incumbent is occasionally required to work extended, evening, and weekend hours and respond to emergencies on 24-hour basis.

APPLICATION: Resumes/applications may be submitted via email, fax, regular mail, or in person to: Mail: Human Resources City of Mishawaka 100 Lincolnway West Mishawaka, Indiana 46544 Fax: (574) 254-0197 Email:[humanresources@mishawaka.in.gov]{target="_blank"}

To apply for this job email your completed application to[humanresources@mishawaka.in.gov]{target="_blank"}