IT/Help Desk Technician II

City of Newberg Oregon•Newberg, OR

2d•Onsite

About The Position

Performs routine maintenance, repair, and upkeep of software, computers, and computer-based equipment City wide. Provides support to staff in the use of computers and computer hardware and software. This full-time position is NOT eligible for remote work as it supports Newberg employees on site and in-person. IT employees are represented by the AFSCME union and are classified as essential workers.

Requirements

High school diploma or GED with some recent secondary education in information technology.
Three years of recent, relevant information technology customer service experience in a commercial setting.
Must possess a valid driver's license or have the ability to obtain one prior to job placement.
Must successfully pass a criminal history background check including review of driving record.
Must be able to pass the department's security clearance standards for unescorted access to certain City facilities.
Possess a commitment to comply with confidentiality requirements and agency policies.
Working knowledge, backed by proven experience operating and maintaining both WAN and LAN networks and file serving systems in a multiple site environment.
Working knowledge and experience with internet web and e-mail servers.
Familiarity with and up-to-date skills on, computer equipment and software products, as well as other related equipment in use at the City.
Ability to coordinate the planning, installation, and servicing of network components.
Ability to work collaboratively and cooperatively with staff to provide technical support in the use of technology.
Ability to coordinate equipment repair.
Ability to maintain accurate records.
Proficiency in reading, comprehension and writing in the English language.
Ability to apply common sense to carry out detailed, but basic, written or oral instructions.
Ability to comprehend complex technical language.
Ability to perform basic mathematical calculations with a high degree of accuracy.
Ability to effectively present information in one-to-one small group situations.
Ability to communicate effectively verbally and in writing with a diverse range of contacts.
Ability to establish and maintain positive and cooperative working relationships with City staff, outside entities, vendors, public officials, and the general public.
Ability to remain calm and deal with constant interruptions.
Ability to drive a vehicle and respond to various City facilities as needed.

Responsibilities

Answers support calls and assists customers with computer-related problems.
Receives and triages all helpdesk tickets as they come in, resolving or escalating as appropriate.
Responds to requests for onboarding and administration including new user accounts, equipment, and initial user training.
Troubleshoots and diagnoses network, hardware, and software problems.
Works with other IT staff to solve computer problems.
Installs and formats new computers and computer hardware.
Installs software on all Windows platforms.
Scans and cleans machines with viruses and unauthorized files.
Maintains network hardware; repairs computer hardware.
Maintains user log-ins and privileges.
Keeps daily log; maintains record of services provided.
Assists other IT staff with building, testing, and installing physical and virtual servers.
Establishes and maintains effective working relationships with other employees, outside entities, vendors, and public officials.
Keeps up-to-date on issues (what’s new, compatibility, conflicts) relating to networks, software, hardware, and new products.
Performs other IT-related tasks as assigned.