IT Helpdesk Support Part-Time

This role is an entry level position to provide support and maintenance for applications and technology equipment used in City of Homestead operations. The incumbent will collaborate with internal and external IT and operational teams to assist in planning, coordinating, and executing tasks related to the configuration, development, and deployment of various applications., * Will provide helpdesk services including technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Must be able to prioritize and plan work activities, use time efficiently and develop realistic action plans.

• Provide timely onsite and remote technical troubleshooting assistance to all users having problems with computer software, hardware, and applicable programs. Assist users with problems by perceptive questioning, using diagnostic software, or listening to procedures followed by users to determine the source of problem.
• Support internal and external relationships with stakeholders by demonstrating courteous and cooperative behavior while providing support, training, implementing solutions in accordance with DoIT Department procedures and industry standards.
• Provide support to users encountering computer/software and phone issues by providing guidance in proper usage and/or resolving technical problems.
• Organize, categorize and inventory computer hardware and software using an inventory system.
• Assist with the daily operation of information systems, software installation, configuration and installation of all new computer equipment including printers, monitors, and communications equipment.
• Document all computer and communications configurations, along with any maintenance done or changes that occur.
• Logs, triages, and responds to service requests in accordance with established procedures and guidelines.
• Monitors service request status, updates customers, and notifies management, team members, and other IT groups when sensitive issues arise or a major problem is suspected.
• Responds to the diverse application software and desktop problems minimizing client downtime and productivity loss from technology malfunctions.
• Responsible for installing hardware/software for all computer systems and/or coordinating relocation of computer equipment within the city.
• Responsible for performing preventive maintenance on all end-user equipment within the city.
• Coordinates and supports solutions and/or applications from multiple vendors and provider services.
• Identifies systems and organizational difficulties hindering the accomplishment of objectives.
• Provides technical support to all applications and resolves issues.
• Secures clear possession of problem identification, its analysis, impact analysis and solutions.
• Evaluates all problems and impact analysis and recommend solutions and workarounds.
• Conducts and maintains an up-to-date inventory of all hardware and software/applications.
• Performs other related work as required.

Type of Appointment/Work hours:

• Part-time in-person position.
• Twenty (29) hours of work per week on pre-arranged schedule. The workday may be varied for the efficient delivery of public service.
• Will be required to work other than the standard workweek on occasion, including evenings, weekends, and/or holidays., * Judgment - Sound decisions based on fact; uses logic to solve problems.
• Quality of Work - Performs work thoroughly, accurately, and professionally.
• Reliability - Timely and consistently completes assigned work; consistently reports to work and is punctual.
• Safety - Committed to ensuring a safe environment and complies with applicable safety standards.
• Technical Capability - Applies knowledge to identify issues and works to develop skills; demonstrates knowledge of techniques, skills, and equipment.

Work Authorization/Security Clearance:

• The employee must successfully pass a background screening process and comply with the City’s Drug-Free Workplace policy.
• The City will also verify the identity and employment authorization of individuals hired so the proper completion of Form I-9 is required, which includes the employee providing documents evidencing identity and employment authorization.

Equal Opportunity Statement: The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Qualifying individuals with disabilities may be provided reasonable accommodations to enable them to perform the essential functions.

Successful candidates will demonstrate excellent communication, strong organizational skills, and the ability to solve problems independently., * An Associates of Science or currently pursuing a degree in Computer Science, Information Technology, or a related field preferred.

• Knowledge of multiple software applications and operating systems (preferred), including, but not limited to: Microsoft desktop operating systems, Microsoft Networking, TCP/IP, Microsoft 365 applications, Outlook E-Mail client.
• Knowledge of local area and wide area network devices, telephone, and other communications systems support.
• Knowledge of Windows servers, laptops, networks, and servers. Knowledge in O365, Microsoft Suite and Microsoft Active Directory. Knowledge configuring and troubleshooting cellular devices using O365 and calendar.
• Knowledge of various technologies supports tools.
• Be able to work in a multi-faceted real-world environment.
• Must possess a valid state of Florida Driver’s license with a clean driving record.
• Must be able to read, write, and comprehend verbal and written instructions.
• Must pass a background screening/CJIS compliance process.
• Job Control languages/procedures development is desirable.