Help Desk/Network Technician

About the role

The City of Kenosha's Information Technology department is a fast-evolving and collaborative environment. IT serves City departments as their innovation partner and technical troubleshooter. The department also serves as a strategic resource as a change agent for new technologies and process efficiencies.

Responsibilities

• Ensures systems and networks are functional through observation, monitoring, and a specific routine
• Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately
• Ensures customer needs are met and documented properly
• Answers help desk inquiries via telephones and email regarding computer software or hardware operations
• Installs, modifies, and repairs computer hardware and software
• Installs computer peripherals for users
• Refers major hardware or software problems or defective products to vendors or technicians for service
• Affords staff access to the enterprise environment
• Affords various system operations and troubleshooting related to the City's technical infrastructure
• Prepares and maintains user training guides, internal instructional documentation, and technical reference materials
• Trains users in the proper use of hardware or software
• Collaborates with City staff and management to identify opportunities for workflow and systems improvements

Requirements

• Associate's degree in Computer Support Specialist/Network Support Specialist or related field
• One to two years of experience in troubleshooting/analyzing computer problems; or, any equivalent combination of education, experience and training which provides the knowledge, skill, and ability requirements
• Valid driver's license with a good driving record and personal vehicle for use on the job
• Experience in Tyler Technologies ERP Systems is a plus

Knowledge, Skill And Ability Requirements

• Knowledge of computer hardware, software, electronic and wireless equipment
• Knowledge of principles and processes for providing customer and personal services
• Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar
• Knowledge of network switching, routing, and operation of telecommunications systems
• Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records and other office procedures and terminology
• Working knowledge of the following technology, software and platforms are preferred: Open source software, Linux server applications and desktop environments, Google Workspace, Microsoft desktop and server support, Understanding of networking fundamentals, Strong understanding of cyber security best practices, Understanding processes of monitoring network performance; troubleshooting Ethernet network problems and outages; collaborating with network architects on network optimization, and interacting with users to assist with their Ethernet network issues
• Ability to communicate with all levels of users
• Ability to understand the points being made and ask questions as appropriate
• Ability to communicate with others to convey information effectively
• Ability to use logic and reasoning to review information, identify problems, develop and evaluate options, and implement solutions
• Ability to communicate effectively both verbally and in writing as appropriate for the needs of the audience
• Ability to manage time effectively
• Ability to develop specific goals and plans to prioritize, organize, and accomplish work within established department procedures
• Ability to accept criticism and deal calmly and effectively

Physical Requirements

• Requires the pulling, pushing, lifting, or carrying of 10 to 20 lbs. of weight on a regular basis, and up to 100 lbs. of weight on occasion
• Requires speaking, hearing, and listening
• Requires the ability to use a telephone and cell phone, personal computer, laptop or tablet, fax machine, projector, television, calculator, and printer
• Requires frequent walking, using hands to handle, or feel including repetitive motions, and using small hand tools such as screwdrivers, pliers, etc.
• Requires sitting, standing, reaching, bending, stooping, crawling, climbing and/or twisting
• Involves sitting and/or standing for long periods of time

Environmental Requirements

• Tasks are regularly performed where exposure to dust, dirt, heat, cold, noise, fumes, odors, vibrations, wetness, humidity, and temperature changes is probable, often in confined spaces where there may be a risk of electrical shock
• Sensory Requirements Tasks require color perception and discrimination, including close vision and the ability to adjust focus

Benefits

• Full benefit package including annual pay increases, generous paid time off, and employee and community engagement opportunities
• Open enrollment period for health and dental insurance
• Pension plan with employer matching contributions
• Group life insurance coverage
• 457(b) retirement plan
• Health and Wellness Clinic
• Health Savings Account (HSA)
• Critical Illness, Accident & Universal Life/Long-Term Care Insurance

Pay

Most positions are included in a 17 step compensation plan. Most employees receive annual salary increases of 2.5% based on the current compensation plan. Additional across-the-board pay increases may occur annually.

Schedule

Most employees receive at least two (2) paid floating holidays per year. Holiday observance schedule may vary by department.

Qualifications

Applicants will be required to pass a motor vehicle record review and criminal background check.