Helpdesk Specialist

Location: Innovation & Technology, Pharr, TX 78577 Department: Innovation and Technology Job Status: Full-Time Shift: 8:00 AM - 5:00 PM Hours Per Week: 40 Rate of Pay: $22,880.
00 - $22,880.
00 Status: Accepting and Reviewing Applications JOB DESCRIPTION General Statement of Duties Under general supervision of the Customer Service Manager, identify, troubleshoot, and resolve problems encountered by users of various applications and desktop systems; provide technical support to end-users from the City of Pharr and from TEAMPHARR.
NET customers regarding computer hardware and software, or Internet connectivity problems; perform general technical support work as required over the phone or remote connection.
Responsible for tracking and communicating status of response to incidents/problems and follows established procedures for performing configuration changes, updates, and upgrades.
The Helpdesk Specialist resolves problems reported by end-users and customers, diagnoses the most effective method to resolve the problem and implements the solution or coordinates with Support Analysts and Fiber technicians for site visit.
Essential Functions Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1.
Serve as the first point of contact for end-users from the City of Pharr and TEAMPHARR.
NET customers seeking technical assistance over the phone or email.
2.
Answers phone calls for support and utilizes management tools to solve problems remotely to provide high quality customer service.
3.
Provide accurate information on IT products or services.
4.
Follow-up and update end-user/customer status and information.
5.
Uses established work order system to log requests; monitors progress, tracks problem resolution, identifies patterns of failure, research bug fixes and implements solutions; communicates with manager regarding unresolved problems.
6.
Interacts with end-users/customers in an effective, courteous and professional manner, taking into consideration end user technical literacy and skill level.
7.
Troubleshoots problems, evaluating multiple options to resolve end-user/customer problems using checklists and scripts as guides.
Research trouble issues and implement solutions.
Documents problem status and resolution.
Escalates when necessary.
8.
Walk the end-user/customer through the problem-solving process.
Communicates updates on issues in a timely manner to ensure customer satisfaction and productivity.
May provide on-the-spot training to end-users.
9.
Identifies, troubleshoots, and resolves hardware, software and network-related problems encountered by end-users of the city network, PCs, Macs and other computer technology.
10.
Performs basic network troubleshooting to ensure connectivity to the network for computers and printers.
11.
Understands data security and will use provided technologies to ensure compliance with data security rules and regulations.
12.
Optimizes computer usage by researching and recommending enhancements to system capabilities and performance.
13.
Conforms to the City’s network security and installation policies and procedures.
14.
Other duties as assigned.
Competencies 1.
Communication 2.
Critical Evaluation 3.
Relationship Management 4.
Customer Service 5.
Ethical Practice Supervisory Responsibility This position has no supervisory responsibilities.
Work Environment While performing the duties of this job, the employee regularly works in an office setting.
A city issued uniform is provided.
Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools, or controls, and reach with hands and arms.
The employee is frequently required to stand, talk, hear, walk, climb, kneel, and crouch.
The employee must occasionally lift and/or move up to 30 pounds.
Position Type/Expected Hours of Work This is a full-time, non-exempt position, with a minimum 40-hour work week with occasional flex time needed for covering Saturday shift.
The hours of operations for TeamPharr.
Net customer service division are Monday through Friday, 7:00 a.
m.
to 8:00 p.
m.
and half days on Saturdays.
Incumbent must have the ability to work flexible hours including holidays, evenings, and weekends, if needed and Operations hours are subject to change as customer demands change.
Participation in City sponsored special events, trainings, or meetings may be required.
Travel Local travel to various worksites is occasionally required.
Minimum Qualifications and Requirements High school diploma required with experience in technical computer, network or software support in a Windows computer-based network preferred.
Bilingual English/Spanish preferred.
Requires the incumbent to hold current valid class “C” driver’s license from the Texas Department of Public Safety with a satisfactory driving record.
Knowledge, Skills, and Abilities Knowledge • Knowledge of call center environment and duties.
• Knowledge of computer systems.
• Knowledge of work order tracking computer systems.
Abilities • Ability to exercise sound judgement and decision making to resolve technical problems.
• Ability to use sound judgement to respond to inquiries or complaints from city departments, outside organizations, customers, or citizens.
• Ability to analyze information and use good judgement to make decisions that may have serious consequences.
• Able to work effectively under pressure and stringent schedules and produce accurate and satisfactory results.
• Ability to keep information confidential and respond quickly to requests for assistance.
Skills • Excellent verbal and written communications skills in both English and Spanish.
• Capable of working in a fast-paced environment and effectively manage tasks/projects.
• Proficient in computer software such as Microsoft Word, PowerPoint, Excel.
• Must be customer-service oriented, always have a customer friendly attitude and professional appearance.
Additional Eligibility Qualifications Requires the incumbent to hold current valid class “C” driver’s license from the Texas Department of Public Safety with a satisfactory driving record.
As part of our hiring procedures, you must successfully pass a background check.
Please complete the required background forms and upload them with your application.
Failure to do so may cause your application to be rejected.
AAP/EEO Statement The City of Pharr is an Equal Opportunity Employer.
In compliance with the Americans with Disabilities Act (ADA) and the Americans with Disabilities Act Amendment Act (ADAAA) the City of Pharr will provide reasonable accommodations, upon reasonable request, to qualified individuals with disabilities and encourages both prospective employees and incumbents to discuss potential accommodations with the employer.
The city focuses on identifying candidates who are customer oriented and committed to public service to create a culture that is committed to diversity.
Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.
Duties, responsibilities, and activities may change at any time with or without notice.
BACKGROUND FORMS As part of our hiring procedures, you must successfully pass a background check.
Please complete the required forms and upload them with your application.
Failure to do so, may cause your application to be rejected.