IT Help Desk Technician
Summary:
Responsible for recording the details of reported IT service issues and service requests, working to fulfill service requests and resolve service issues as quickly as possible. Additionally, the IT Helpdesk Technician assists in the deployment, installation and maintenance of IT-managed hardware, applications, and devices. Performs other tasks as assigned. Work is performed under general direction from the Director of Information Technology/Chief Information Officer, who reviews performance for conformance to departmental policies and procedures.
Duties:
Triages issues and service requests via all support channels, including, but not limited to, phone, email, chat, and social media. Troubleshoots and resolves end-user issues. Accurately records and documents issues and service requests, including categorization and priority, into the IT service desk tool. provides “how to” assistance on all internally supported devices, applications, and systems. Escalates issues and follows up on incidents when appropriate. Leverages internal and external resources (e.g., knowledge bases, manuals, support sites, and vendors) to answer questions and resolve issues. Responds to end-user inquiries regarding the status of incident/service request tickets and follows up as necessary. Builds positive relationships with IT subject matter experts to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded. Performs installation, configuration, and maintenance of end-user computing systems, applications, devices, and peripherals. Assists the senior staff in the deployment and maintenance of network devices and cable plant as directed. Recommends and/or performs complex or remedial actions to correct problems; provides support using diagnostic and remediation technology and tools to install, modify, or make repairs to computer hardware or software. Performs testing and evaluation of hardware and software to determine functionality and compatibility with existing computer systems, peripherals, and the network; documents and disseminates the testing and evaluation results to management. Maintains all appropriate administrative records for the service desk center, including maintenance & inventory records of equipment. Contributes to the creation and maintenance of FAQ documents, knowledge articles, user guides, and internal IT Department documentation.
Requirements:
High school diploma or equivalent; Bachelor’s Degree in related field preferred. Valid New Jersey Driver’s License and minimum two (2) years of experience in a customer service role. The successful candidate will possess strong troubleshooting abilities plus excellent customer service and interpersonal skills. Previous call center or IT service desk experience preferred; software and hardware certification preferred. Must possess knowledge of the following systems: Apple, Dell & HP PC and Microsoft Surface pro & Surface book laptop/tablet, iOS and Android mobile operating systems, Windows 10 and Apple macOS Mojave operating systems, and remote desktop and screen sharing tools.
Salary Range:
$43,732 - $59,815 per year; includes health benefits.
Apply:
Please apply online through the Employment/Human Resources section of the Township of Montclair website by clicking the Apply button
Closing Date: Posted until filled.
Montclair is an affirmative action/equal opportunity employer.