This position provides second level technical helpdesk support for users of all IT supported systems, applications, and services; and assists with the deployment, installation, maintenance, and repair of computer applications, stand-alone, and networked hardware. Ensures the proper functionality of desktop hardware, software, and peripherals. Performs administrative and technical duties related to the current usage of technology on the computer and voice network. Maintains a high level of technical proficiency with key applications and utility systems.
The ideal candidate will demonstrate exceptional interpersonal, verbal, and written communication skills. They should be highly self-motivated, detail-oriented, and capable of working independently as well as collaboratively within a team. Strong organizational skills and the ability to manage multiple priorities while engaging effectively with internal and external stakeholders are essential.
Candidates should possess proficient troubleshooting abilities, a solid understanding of systems and networks, and experience with software deployment and Microsoft operating systems. Familiarity with Office 365 is advantageous. Preferred qualifications include an A+, Network+, or a related IT degree.
At The City Of Goodyear, You Will Be a Part Of An Organization That Values Its Employees As Its Greatest Asset. You Will Become Part Of a Dedicated Team Of Professionals That Are Committed To Build And Maintain a Highly Engaged Workforce. You Will Be Challenged To Learn And Grow In An Environment That Values Employee Development And Career-building. You Will Thrive In a Culture Of Innovation. We Believe That Successful Employees Are Those That Possess These Six Core Values
Adaptability - Integrity - Initiative - Empathy - Optimism – Innovation
Only a limited number of the most qualified applicants meeting the City's requirements will be invited for an interview. The examination process for this position will consist of a panel interview.
All communication regarding application status and interview notifications will be sent via email- please monitor your junk/spam email for communication as it will come from a system generated source.
This information is intended to be descriptive of the key responsibilities of the position. The following functions do not identify all duties performed by the incumbent. Other duties and responsibilities will be performed as assigned.
- Installs, repairs, and provides assistance with computer systems by replacing network devices and computer components, diagnosing hardware and software problems, installing and upgrading hardware and software, and providing support and training to end users. Works cooperatively with customers to resolve customer service issues or find creative solutions to customer needs. Actively and continuously learns new technology and processes related to the field. Researches as needed to resolve complex problems, or find solutions that are not documented or known. Provides recommendations to the department on technology or process improvement opportunities.
- Performs administrative duties by taking inventory of hardware and software, researching and purchasing computer equipment, activating mobile devices, entering and tracking information in the work systems (including but not limited to CMDB, asset database, helpdesk), and preparing reports. Creates or updates documentation of systems or processes as required.
- Performs administrative duties related to creating and maintaining accounts on the network, within the e-mail system, remote access system, and storing and retrieving electronic data. Provides application and administration of applicable systems as assigned. Assists with developing system images and performs computer staging either manually, or using automated deployment tools.
- Provides a high level of customer support and works cooperatively with customers to resolve technical service issues. Answers help desk calls and walk-ins.
- Works cooperatively with outside vendors or service providers to resolve problems, improve service, and research new technology. Plans, directs, and evaluates the work of vendors.
- Performs a lead role in the management of selected projects such as automated patch management, mobile and wireless systems, creation and management of the automated imaging and deployment systems. Provides guidance and mentoring on technical processes and procedures.
- Formal Education/Knowledge: Work requires knowledge of a specific vocational, administrative, or technical nature that may be obtained with six-months/one year of advanced study or training past the high school equivalency. Community college, vocational, business, technical or correspondence schools are likely sources. Appropriate certification may be awarded upon satisfactory completion of advanced study or training.
- Experience: Minimum one year of experience in a related field.
- Certifications and Other Requirements: Valid Driver's License. Ability to acquire the ITIL Foundation Certification within their first 12 months of hire.
- Reading: Work requires the ability to read technical software and hardware manuals and reference materials, instruction and installation user guides, general correspondence, memorandums, letters, and e-mail.
- Math: Work requires the ability to perform general math calculations such as addition, subtraction, multiplication, and division.
- Writing: Work requires the ability to write progress reports, training manuals, and interoffice correspondences which may include letters, memorandums or email.
- Managerial: Job has no responsibility for the direction or supervision of others but may provide advice/direction to an employee with less experience/skill or tenure.
- Policy/Decision Making: Significant - The employee normally performs the job by following established standard operating procedures and/or policies. There is a choice of the appropriate procedure or policy to apply to duties. More complex work as well as decisions with more significant impacts may be reviewed prior to being finalized.
- Technical Skills: Comprehensive Application - Work requires advanced skills and knowledge in approaches and systems, which affect the design and implementation of major programs, solutions for highly complex issues, and/or processes organization-wide. Independent judgment and decision-making abilities are necessary to apply technical skills effectively.
- Interpersonal/Human Relations Skills: Moderate - Interactions may involve support of controversial positions or the negotiation of sensitive issues or important presentations. Contacts may also involve stressful, negative interactions requiring high levels of tact and the ability to respond to aggressive interpersonal interactions.
- Deliver outstanding customer service in all interactions.
- Achieve proficiency in the IT ticketing system.
- Master hardware imaging and software deployment.
- Understand the IT procurement process.
- Learn user account creation and separation procedures.
- Gain expertise in the phone system.
- Deploy, configure, and troubleshoot mobile devices.
- Adhere to IT asset and software management protocols.
- Develop a knowledge base for common processes.
- Comply with City and departmental policies and guidelines.
- Obtain all required certifications.
