Help Desk Analyst

City of Appleton • Appleton, WI

18h • Onsite

About The Position

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.

Requirements

• 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 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.

Nice To Haves

• Competencies: Communication, Customer Focus, Handling Difficult People, Problem Solving, Adaptability/Flexibility

Responsibilities

• 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.
• Works on special projects as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree