Help Desk Analyst

Come join the City of Appleton! Here at the City, you'll have the opportunity to grow and enjoy your best life through challenging work, great teams, training opportunities, and making a lasting impact on the community. We welcome and respect all employees as they are. Come join our team—you belong here! This is a technical staff position responsible for providing first-line Information Technology support. Work involves the interaction with multiple department users to troubleshoot and resolve a variety of technology issues. Work is performed under the general supervision of the Deputy Director of Information Technology. Essential Job Functions

• Provides technical assistance with software and hardware problems on PC, Copiers/Printers, network, mobile devices, phone and voice mail systems.
• Forwards requests for service to appropriate department staff if necessary.
• Enters and tracks calls for support into the help desk software.
• Assists in producing and maintaining procedural documentation.
• Maintains regular punctual and predictable attendance, on-call rotation, works overtime and extra hours as required. Other Job Functions
• Works on special projects as assigned.

Associate's degree in Computer Science or related field, one to two years' experience in troubleshooting/analyzing computer problems, or any equivalent combination of education, experience and training which provides the following knowledge, abilities and skills:

• Knowledge of personal computers, peripherals, communication networks, and associated hardware and software.
• Ability to troubleshoot and analyze problems and take appropriate action.
• Ability to handle multiple problems and projects.
• Ability to operate computer and related equipment and instruct people in their use.
• Ability to lift 50 pounds.
• Ability to maintain confidentiality.
• Ability to establish and maintain effective working relationships with other employees and the public.
• Ability to work effectively in a team setting.
• Ability to understand and carry out complex oral and/or written instructions.
• Ability to work effectively with minimal supervision and conform to deadlines.
• Ability to sustain prolonged visual concentration.
• Ability to communicate effectively both orally and in writing.
• Ability to work occasional nights or weekends.
• Possess and maintain a valid Wisconsin driver's license.

Competencies Communication Customer Focus Handling Difficult People Problem Solving Adaptability/Flexibility To learn more about these competencies click here