Systems & Helpdesk Technician

About the Role Systems and Helpdesk Technician provides technological and information system oriented support. Core Competencies Technical Proficiency Demonstrated proficiency in troubleshooting hardware and software issues, including Active Directory management, server maintenance, and desktop/laptop configurations. Knowledge of operating systems, software applications, network protocols, and backup systems is essential. Customer Service Strong customer service skills, including the ability to effectively communicate with end-users to understand and address their technical needs. This includes accurately tracking helpdesk tickets, providing timely assistance, and ensuring user satisfaction. Problem-Solving Skills Ability to analyze and research technical issues, interpret specifications, and design modifications. Capable of recommending procedures and controls for problem prevention, as well as escalating issues when necessary. Must be adept at non-routine analysis and follow-through to resolve complex problems. Project Management Experience in coordinating the implementation of systems with users and operations personnel. Able to participate in the testing and evaluation of new solutions, as well as managing projects within budget constraints. This includes directing and managing the efforts of outside consultants when needed. Documentation and Accountability Strong organizational skills with the ability to document fixes, installations, and other technical processes. Ensures proper documentation of public records requests, hardware inventory, software installations, and IT infrastructure maintenance. Maintains accountability for financial responsibilities and adheres to confidentiality protocols when handling sensitive information. Essential Responsibilities Monitor Helpdesk and accurately track Helpdesk Software tickets. Day to Day Active Directory tasking, including User Account management, Networked Printers, Shares etc. Assist with Server updates, maintenance and troubleshooting as required. Assists with body worn cameras, in-vehicle system deployment, device issues, inventory, and technical support for all aspects of hardware and software. Assists with properly filling public records requests for body worn camera, and in-vehicle system media. Performs analysis and research for applications, new technology, interprets specifications, and designs modifications of low to average complexity. Coordinates implementation of system with users and operations personnel. Assists in integration of desktop, laptops, mobile and other end-point devices with enterprise-systems. Recommends procedures and controls for problem prevention and escalates when necessary. Participates in the testing and evaluation of new solutions and implements prototypes. City workstation updates and management. Maintain the City workstations by configuring hardware, software and assist in maintaining the IT infrastructure. Maintains inventory of security badges and hardware. Install and configure software such as: Windows Operating Systems, MS Office, network protocols, backup software, browsers, e-mail clients and third-party applications. Utilize the internet to research technical information. Document fixes, installs etc. as the applications and software evolve. Regular and reliable attendance is required with on-call availability during off hours. Ability and resources to provide support at remote sites as required. Maintenance of cell phone plans and hardware. Non-routine analysis, research and follow-through. Act as a resource to others to solve problems. Exercise independent judgment. Work affords opportunity to act independently. Financial responsibility may include working within a budget to complete projects, requesting quotes from vendors, and assisting with budget development. Purchase supplies as provided for in budget. Direct and manage the efforts of outside consultants. Demonstrate sensitivity in handling confidential information. Other duties as assigned. Educational & Employment Requirements Minimum of 6 months of experience with computer or desktop support or equivalent education and/or experience High School Diploma or Equivalent Valid Ohio Driver License Physical Demands Ability to exert up to 50 lbs. of force to lift or carry objects on a regular basis. Work may require moderate physical exertion and/or physical strain.

Environmental Conditions Inside:

Protection from weather conditions but not necessarily from temperature changes. A job is considered "inside" if the worker spends approximately 75 percent or more of the time inside. Office environment. Educational & Employment Requirements Minimum of 6 months of experience with computer or desktop support or equivalent education and/or experience High School Diploma or Equivalent Valid Ohio Driver License