Supports the helpdesk function by analyzing and resolving computer system hardware and software problems across all city departments.
ESSENTIAL DUTIES:
- Analyze, document, and responds to help-desk requests from city-wide end-users.
- Analyzes and resolves hardware and software problems.
- Creation and documentation of user accounts and permissions in computer systems by following established security policies and consulting with the end user’s data custodian
- Consults with end users to determine new hardware specifications for and prepare for installation and use.
- Create, develop, and document scripts for the automatic installation of end user software.
- Test network connectivity for end user systems; document all changes to networked systems
- Assists end-users with VOIP telephone-related problems.
- Document and support the provisioning of the VOIP system and mobile device to end users
- Document computer hardware lifecycles; apply established policy and procedure for replacement for aging hardware.
- Create, modify, and document end user multi-factor authentication security principles using established policy and procedure.
- Prepares monthly reports of help requests.
- Performs administrative duties on servers and technology systems.
- Assists in compiling support documentation and standard operating procedures.
- Management of mobile devices.
- Performs related duties.
