IT Help Desk Support

Borough of Chambersburg•Chambersburg, PA

1d•$20 - $22•Onsite

About The Position

This position is responsible for support of all Information Technology (IT) activities within the Borough including, but not limited to: providing problem analysis and resolution for desktop, office and phone applications; providing training in new and existing desktop, office and phone products. The IT Help Desk Support will represent IT in a responsive and professional manner. Serves as the main contact person for all of the boroughs computer, networks and related equipment when it comes to troubleshooting a problem. Monitors incoming phone calls and emails, and provides technical support and assistance related to the Boroughs computer systems, hardware, software and related equipment. Serve as first tier support and have the ability to advance the ticket to a second-tier level technician. Employees in this class perform a wide range of technical duties, which follow prescribed methods and procedures. Must be able to troubleshoot and operate a wide variety of computer equipment, ranging from computer peripherals to personal computers to networks and related equipment. Must be able to teach individuals of varying technical and non-technical backgrounds the proper use of their computer equipment. Work is performed independently, with general instructions received from the IT Supervisor and others in the IT department as required.

Requirements

Thorough knowledge of effective and efficient PC operations.
Thorough knowledge of networking and integrated computer systems and skills, which result in the integration of a large number of personal computers into one system.
An effective working knowledge of computer hardware, software and operating systems is also required
Ability to problem solve, troubleshoot and think outside the box, when problems arise over many different systems.
Ability to see a high-level view to a finite view of operations and vice versa
Strong working knowledge of Microsoft Office Word, Excel, Access and Outlook software programs for word processing, spreadsheets, database applications and electronic mail functions.
Ability to write and keep records and reports electronically
Ability to learn and follow Borough policies, rules, procedures, and regulations
Must possess excellent communication, interpersonal and customer service skills to communicate effectively in a professional manner
Ability to understand and carry out verbal and written instructions successfully
Ability to read and write at the level required to successfully perform the essential functions of the job
Must possess the ability to work independently with little supervision in a team environment
Must be able to maintain information in the highest confidence and have considerable ability to remain calm and effective under stress
Considerable ability to handle diverse and multiple tasks simultaneously
Considerable ability to work within a fast-paced environment
Exercises sound professional judgment in the analysis of user problems in order to decide proper level of maintenance required to solve problem
The ability to work well with others even in high stress situation s including fellow employees, government officials, contractors, and the public.
Completion of high school or GED is required.
Prior IT help desk support experience.
Any combination of education and experience that would be equal to two or more years of help desk support.
Must be legally authorized to work in the United States and maintain required clearances to hold a position at the Chambersburg Borough.
Incumbent must have and maintain a valid motor vehicles license, 3 years clean driving history, and be insurable in the independent opinion of the Boroughs motor vehicle insurance underwriter, in order to remain eligible for this position.
Must reside within forty-five (45) driving miles of the corporate limits of the Borough of Chambersburg within one (1) year of the hire date as their bona fide primary residence, and continue to reside within that area while employed.

Nice To Haves

A two-year related college degree, or at least two years of formal technical training in a college or technical school in a specialized relevant program is required.

Responsibilities

Provide technical support to all users through various forms of communication
Provides end user support for desktop applications including word processing, spreadsheets, data base applications, electronic messaging, scheduling and related software products
Inputs detailed tickets and escalates tickets when needed
Troubleshoot a wide array of technical hardware and software issues
Install and maintain software to support business needs
Responds to service requests in a timely and professional manner and communicates with the requester regarding the status of the request.
Shows a sense of urgency in resolving issues and provides the highest level of customer support
Establishes and maintains customer relations with users from other departments
Communicates regularly with customers
Educates employees how to operate new software and hardware
Innovatively seeks solutions to stated problems
Update content on Boroughs websites
Provides basic end user education on operation of desktop applications
Performs other related duties as assigned or directed