General Nature of Work
Assists in the support of city information systems including the helpdesk with the tickets that are generated on the daily, workstations, network electronics, cabling and software. Provides training, information and technical support to the operating departments in the use and maintenance of the workstations, software, printers and peripherals.
JOB RESPONSIBILITIES
- Investigate, analyze and resolve complex support requests with internal employees of the City of Kennesaw via phone, email, chat, and remote control/assist software.
- Take ownership of the employee issue to resolution.
- Document session notes and complaints in appropriate systems.
- Provide fast response and maintain a high level of professionalism at all times.
- Support multiple products.
- Document session notes and complaints in appropriate systems.
- Perform other duties or special projects as assigned.
- Monitor City of Kennesaw “SysAid Help Desk”, and to process and complete incoming tickets from city employees
KNOWLEDGE, SKILLS and ABILITIES
- Requires strong interpersonal phone and email skills and a strong customer focus resolving and troubleshooting customer issues
- Troubleshooting equipment by phone and solving application problems with the end user that may or may not be comfortable using a computer
- Ability to operate in a fast-paced environment.
- Strong phone contact handling skills and active listening
- Ability to multi-task, prioritize, and manage time effectively
- Must be able to recognize and adhere to SLA’s
- Ability to analyze requests and incidents for issues or problems and escalate in a timely manner
- Experience working with high-level management such as chiefs of staff and directors
- Diagnose and correct problems associated with the use of the Internet, personal computers, and end user software.
- Train city personnel in the use of the end user information systems.
- Communicate technical information in a non-technical manner and to work effectively with users with varying levels of expertise.
- Develop end user documentation
- Analyze situations full and accurately, present alternative solutions and recommend an effective course of action.
- Plan and organize work to meet schedules and timelines.
- Maintain current knowledge of new trends, forecasts and technology
- Work independently with minimal supervision.
- Apply common sense understanding to solve practical problems and deal with a variety of abstract and concrete variables in situations where only limited standardization exists.
- Interpret and apply a variety of instructions furnished in written, oral, diagram or schedule form.
- Be actively involved in professional organizations and associations that provide a broad base of contacts in the information systems and technology industry.
- Maintain an understanding of the importance of involving other city departments in the process and involving them when applicable.
MINIMUM QUALIFICATIONS
- High School Diploma or equivalent and 3+ years of experience at least 1-2 years of which includes working in a Call Center or helpdesk setting (Associates or Bachelors in Information Systems, Information Technology, Computer Science or related field preferred)
- 2 years of experience in advanced troubleshooting and installation of computer software/hardware and remote desktop solutions via help desk, or phone support in a technical-related field.
ADA Requirements: Individuals applying for the posted position must be able to perform the essential functions of the position with or without a reasonable accommodation.
Physical Requirements: The work is performed with the employee sitting, standing and bending, crouching or stooping. The employee must occasionally life light objects and climb ladders.
Position is considered to be open until filled.
Company Description:City of Kennesaw-Growing City, Growing Careers
From its pre-Civil War beginnings in the 1800s, to its current reputation as a Best City to Live In, Kennesaw has been recognized throughout the U.S. for its standards of excellence and quality of life. Kennesaw has grown to a community of 36,000 residents within a 9-square-mile area. Located 26 miles north of downtown Atlanta near I-75, Kennesaw has taken advantage of its convenient location and the willingness of its employees to provide a strong base of services to businesses, residents, and visitors alike.
The City of Kennesaw is an Equal Opportunity Employer and the Kennesaw Police Department actively recruits any qualified person regardless of race, color, religion, national origin, sex, or age.
We participate in the E-Verify program as required by law. To find out more, visit. www.everify.gov