Help Desk Technician

• The Department maintains a dedicated IT Help Desk within its Technology Services Bureau (TSB)
• The Help Desk provides day-to-day technical support: troubleshooting application/hardware issues, serving as a customer engagement point through the Help Desk hotline, and deploying computer hardware and equipment to staff
• The candidate will work alongside TSB staff, supporting Department and other City staff at all levels - including Application Services and Customer Engagement Divisions, outside contractors, and the public
• When assigned to the hotline, the candidate provides technical support via phone, email, text, and chat

Key Responsibilities

• Function as a subject matter expert on desktops, laptops, applications, and systems integration
• Provide customer service via the TSB Systems Help Desk to City staff and the public
• Install and replace basic computer hardware components
• Maintain inventory of all assets and update the asset management database
• Manage end-user accounts, permissions, access rights, and storage allocations in Microsoft Active Directory in line with privacy, security, and regulatory compliance best practices
• Load, unpack, install, configure, and maintain desktop and laptop hardware, including proprietary office and Internet-related applications
• Work directly with the Technology Infrastructure team to evaluate, install, and modify hardware configurations
• Perform other related tasks as identified by the Department

Status Updates and Reporting

• Provide weekly and monthly status reports in electronic format covering project progress, outstanding support issues, and upcoming risks
• Schedule and facilitate status meetings reviewing work product status, schedule risks, and delivery concerns

Do you have a valid Driver's License license?, Do you have experience in iOS?, * 4+ years full-time experience with Microsoft Windows 10, Microsoft Office Suite 2019 or above, and Apple iOS

• 4+ years of experience installing and supporting hardware components for departmental, distributed, and personal computer systems
• 4+ years of Help Desk experience (including phone support)
• Working knowledge of Microsoft Active Directory
• Knowledge of identifying, using, and connecting hardware components and devices, including those needed to support a remote workforce
• Ability to create and update technical documentation
• Ability to train staff as needed
• Strong oral and written communication skills
• Physical capability: average lifting under 5 lbs and occasionally over 15 lbs; good speaking, hearing, and eyesight
• Valid California driver's license
• Must have own vehicle to drive to field offices

$32 - $34 an hour - Full-time, Contract