Candidate must have either an Associate’s Degree in Computer Information Systems, Microcomputer Technology or a High School Diploma/GED and two (2) years of technical support, help desk, or call center customer service experience.
Licenses and Certifications : None
Under general supervision, provide first-tier support to customers on a variety of issues .
Provide basic applications and hardware support. Involves: Communicate with users via telephone, e-mail or in person. Ensure all new service requests and customer inquiries are logged into the Help Desk ticketing system. Prioritize and schedule request and escalate issues when needed to appropriate IT staff. Provide feedback to customers on current service requests. Answer routine questions and recommend remedial action on use of assigned personal computer (PC) operating system and general business productivity applications software. Install and/or upgrade software and/or hardware. Implement file backups and configure systems and applications. Perform preventative maintenance including checking and cleaning of work stations and peripherals. Apply diagnostic utilities to aid in troubleshooting of reported issues. Test fixes to ensure issue(s) have been adequately resolved. Follow up on open requests by discussing with technical support staff. Report status and completion information to supervisor. Assist with various other information services activities. Involves: Set up user accounts and shared resource accounts in accordance with established guidelines. Access software updates, drivers, knowledge bases and frequently asked questions (FAQ) resources on the internet to aid in problem resolution. Develop help sheets and FAQ lists for end users. Record, track, and document the help desk problem solving process; including all successful and unsuccessful decision made and actions taken through to final resolution. Perform other duties as required.
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Please note: This is an unclassified contract position.
Note: Applicants are encouraged to apply immediately. This position will close when a preset number of qualified applications have been received .
City of El Paso, TX - 16 months ago