Help Desk Technician
: Job Details :

Help Desk Technician

Under general direction, performs a variety of administrative, clerical, and technical customer focused service tasks including document processing, contract management, installation, configuration, troubleshooting, and customer service. Provides field technician support for residential installation and disconnections. Internally, performs various help desk functions including troubleshooting and maintenance for desktop computers, printers, phones, and assorted peripherals.

The Help Desk Technician is an entry level classification in Information Technology (IT) series, in which incumbents are the first point of contact for the department. This classification is responsible for entry to journey-level administrative and technical support duties. The position bridges IT operations and administrative functions, requiring a strong customer service orientation, attention to detail, and working knowledge of IT systems. It is distinguished from the Information Technology Specialist by its focus on help desk and support-level tasks, rather than systems administration or infrastructure management. Sixty percent (60%) of the position is focused on clerical and administrative functions for the Information Technology department. Forty percent (40%) of the role is providing internal and external technical helpdesk and LLCCP support.

Works under the direct administrative and technical supervision of the Information Systems Manager or designee. No supervision is exercised.

Essential responsibilities and duties may include, but are not limited to, the following:

Processes purchase orders and check requests; reconciles invoices to purchase orders and account balances.

Responds to and resolves LLCCP customer account inquiries, issues, and complaints, maintains customer files, and submits emergency and non-emergency field service requests for installations, repairs, or other service needs.

Oversees contract management processes including compliance with terms and conditions, tracking of contract spending, follow up on contract expirations, contract closure and adherence to City contracting procedures.

Attend to a variety of office administrative details, including document processing, inventory and asset management, vendor outreach, information systems compliance, and software and service renewal monitoring.

Prepare and manage Requests for Proposals (RFPs) and related staff reports.

Supports departmental budget preparation and conducts research on projects, renewals, products, and services to assist with decision-making and operational planning.

Helps develop and maintain standard operating procedures, protocols, and policies for the department.

Monitors and tracks subscriptions, software, hardware, and maintenance renewals, ensuring dates, costs, and updates are accurately maintained.

Serves as the initial point of contact for the Information Technology Department, screening and managing incoming communications from staff, vendors, consultants, and other outside parties.

Perform related duties and responsibilities as required.

Provides helpdesk support and network troubleshooting, including fiber optic and copper cabling, installs, upgrades, maintains computer workstations, peripherals, and associated software.

Residential installation and disconnections on customer premises with a high level of focus on customer services, customer education, and quality of work.

Resolves LLCCP helpdesk requests in person, over the phone, and via email in a timely manner.

LLCCP fiber troubleshooting including visual fault locating and signal strength testing.

Responds to emergency and non-emergency repair calls for the City's fiber optic network.

Provides end-user training on workstation hardware and software functions.

Performs site inspections for low-voltage installations within new developments in the City.

Completes overtime assignments, including filming and providing audiovisual support for City Council meetings, addressing high-priority tasks affecting departmental operations, and resolving LLCCP customer outages.

Oversees end-user account management, including software and hardware inventory, loaner equipment assignments, and the creation or termination of user accounts.

Perform related duties and responsibilities as required.

Knowledge of: municipal office administration, practices, and procedures; principles, practices, and techniques of customer service and technical support; City organization, ordinances, rules, policies, and procedures applicable to departmental operations; basic operating systems, characteristics, commands and components applicable to the City's computer platforms; methods and techniques for the installation and configuration of hardware, software and network connectivity; techniques for troubleshooting to determine causes of computer hardware and software problems and device errors and failure.

Skill to: maintain accurate and precise written and computerized documents including records, forms, and correspondence; organize, set priorities, and exercise sound judgment within areas of responsibility; prepare clear, concise, and accurate memoranda, documents, records, and other written materials; troubleshoot computer, network, e-mail, security, database, web software, hardware and communications problems; drive on behalf of the City in a safe and responsible manner; provide basic training to end users in using computer hardware, software, and peripherals.

Ability to: receive supervision and direction effectively and follow established procedures; establish a positive relationship with the public through courteous, responsive, and professional assistance; adapt to organizational changes to include technology, new skills, and procedures; deal with concurrent customer support situations; engage in active listening, decision making and strong problem-solving skills; respond to public inquires, complaints, and requests for help in a professional manner; obtain accurate and complete information from customers, in person and by telephone, to identify their needs and problems and develop responses, solutions and referrals; establish and maintain effective working relationships with all those encountered in the course of work; define customer service and support issues, analyze problems, evaluate alternatives, develop sound conclusions and recommendations and exercise sound independent judgment; maintain a high level of professionalism and discretion in sensitive situations.

Experience, education, and training guidelines: Two (2) years of full-time equivalent experience performing significant and progressively responsible office clerical work. Preferred: One (1) year of work experience providing technical support to a variety of computer end-users in a business/enterprise network environment. High school graduation or evidence of equivalent educational proficiency. Successful completion of thirty (30) semester units or forty-five (45) quarter units with coursework in Business Administration, Public Administration, Computer Science, Computer Information Systems, or a closely related field. Related work experience may substitute for the educational requirement on a year for year basis. Successful completion of thirty (30) semester units or the equivalent is equal to one (1) year of the additional work experience. A valid California Class C driver's license, acceptable driving record, and the ability to maintain insurability under the City's vehicle insurance program.

Working conditions: Essential functions and duties require the following physical abilities and work environment. Physical Characteristics: The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Demands: Regularly required to sit for prolonged periods of time, stand, walk, bend at the waist, twist, crouch, climb, crawl, or stoop while in the office or out in the field; talk and hear; use hands and fingers to operate tools or equipment requiring a high degree of dexterity; reach with hands and arms; perform repetitive movements of hands or wrists. The employee frequently lifts and carries light objects and occasionally heavier items up to forty-five (45) pounds unaided. Specific vision abilities required for this job include close vision, color vision and the ability to adjust focus. Mental Demands: Uses written and oral communication skills; reads and interprets data, information and documents; analyzes and solves problems; uses math and mathematical reasoning; observes and interprets people and situations; learns and applies new information and skills; performs highly detailed work; deals with changing deadlines, constant interruptions and multiple concurrent tasks; and interacts with others encountered in the course of work, including frequent contact with the public and dissatisfied individuals. Work Environment: Work includes inside and outside environments; in varying noise levels, temperatures, and weather conditions with potential exposure to hazards. May be exposed to situations involving dogs, insects, irate customers, or other unforeseen circumstances. Incumbents will be required to travel from site to site within City of Loma Linda limits. Will be required to work on call to respond to emergency and public calls after hours including nights, weekends, and holidays.