IT/Help Desk Technician II

City of Newberg Oregon; Newberg (OR); On-site; USD 42,000 - 58,000; Full time

Job summary

City of Newberg Oregon is seeking an IT Help Desk Technician to provide on-site support for staff across City facilities. This role requires strong customer service skills, basic IT knowledge, and the ability to diagnose and resolve computer-related issues in a multi-site environment.

Responsibilities include account provisioning, onboarding, and hardware/software troubleshooting, with an emphasis on timely resolution and keeping thorough service logs.

Qualifications

• High school diploma or GED with some IT coursework or studies.
• Three years of IT customer service experience in a commercial setting.
• Equivalent combination of education and experience may be considered.

Responsibilities

• Handle support calls and triage tickets, resolving or escalating as needed.
• Onboard and administer new user accounts and initial training.
• Troubleshoot network, hardware, and software problems.
• Install and configure Windows computers and software.
• Maintain logs and records of services provided.

Skills

WAN networking

LAN networking

Network security awareness

Customer service

English literacy

Education

High school diploma/GED

IT coursework

Tools

Windows operating systems

Virus scanning tools

AD / user account management

Job description

We're Hiring an IT Help Desk Technician and hope you will consider joining our team! IT employees are represented by the AFSCME union and are classified as essential workers. This full-time position is NOT eligible for remote work as it supports Newberg employees on site and in-person.

GENERAL STATEMENT

Performs routine maintenance, repair, and upkeep of software, computers, and computer-based equipment City wide. Provides support to staff in the use of computers and computer hardware and software.

FLSA STATUS

Non-Exempt

SUPERVISION RECEIVED

Works under the supervision of the Information Technology Manager.

SUPERVISION EXERCISED

None.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Answers support calls and assists customers with computer-related problems. Receives and triages all helpdesk tickets as they come in, resolving or escalating as appropriate.
• Responds to requests for onboarding and administration including new user accounts, equipment, and initial user training.
• Troubleshoots and diagnoses network, hardware, and software problems.
• Works with other IT staff to solve computer problems.
• Installs and formats new computers and computer hardware.
• Installs software on all Windows platforms.
• Scans and cleans machines with viruses and unauthorized files.
• Maintains network hardware; repairs computer hardware.
• Maintains user log-ins and privileges.
• Keeps daily log; maintains record of services provided.
• Assists other IT staff with building, testing, and installing physical and virtual servers.
• Establishes and maintains effective working relationships with other employees, outside entities, vendors, and public officials.
• Keeps up-to-date on issues (what’s new, compatibility, conflicts) relating to networks, software, hardware, and new products.
• Performs other IT-related tasks as assigned.

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

QUALIFICATIONS

High school diploma or GED with some recent secondary education in information technology.

Three years of recent, relevant information technology customer service experience in a commercial setting.

Any equivalent combination of education and experience which provides the applicant with the knowledge skills, and abilities required to perform the essential functions of the job may be considered.

SPECIAL REQUIREMENTS

Must possess a valid driver's license or have the ability to obtain one prior to job placement.

Must successfully pass a criminal history background check including review of driving record. Must be able to pass the department's security clearance standards for unescorted access to certain City facilities.

Possess a commitment to comply with confidentiality requirements and agency policies.

KNOWLEDGE, SKILLS & ABILITIES

• Working knowledge, backed by proven experience operating and maintaining both WAN and LAN networks and file serving systems in a multiple site environment.
• Working knowledge and experience with internet web and e-mail servers.
• Familiarity with and up-to-date skills on, computer equipment and software products, as well as other related equipment in use at the City.
• Ability to coordinate the planning, installation, and servicing of network components; Ability to work collaboratively and cooperatively with staff to provide technical support in the use of technology.
• Ability to coordinate equipment repair.
• Ability to maintain accurate records.
• Proficiency in reading, comprehension and writing in the English language.
• Ability to apply common sense to carry out detailed, but basic, written or oral instructions.
• Ability to comprehend complex technical language.
• Ability to perform basic mathematical calculations with a high degree of accuracy.
• Ability to effectively present information in one-to-one small group situations.
• Ability to communicate effectively verbally and in writing with a diverse range of contacts.
• Ability to establish and maintain positive and cooperative working relationships with City staff, outside entities, vendors, public officials, and the general public.
• Ability to remain calm and deal with constant interruptions.
• Ability to drive a vehicle and respond to various City facilities as needed.

TOOLS AND EQUIPMENT USED

Personal computer in Virtual Desktop Infrastructure environment, including word processing, database, spreadsheet, email, computer scheduler; Internet, Intranet, a network-connected copier/fax/scanner; Keyboard, Mouse, Calculator, wires, cabling, hand-tools, power tools, specialty tools, ladders, and various communication devices.

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. Reasonable accommodation will be made to meet the needs of a qualified individual with limitations who can perform the essential functions of the job.

While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms.

The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

WORK ENVIRONMENT

While performing the duties of this job, the employee routinely works in an office setting with a noise level rating of quiet to moderate.

This position description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.