IT Helpdesk Support Part-Time

City of Homestead; Homestead (AL); On-site; USD 23,000 - 34,000; Part time

Job summary

The City of Homestead is seeking an entry-level IT support specialist to provide helpdesk services and hands-on maintenance for applications and hardware across city operations. You will work with internal and external teams to plan, configure, deploy, and document IT solutions, ensuring reliable service and upholding DoIT standards.

Ideal candidates communicate clearly, stay organized, and solve problems independently in a fast-paced public sector environment.

Qualifications

• AS in CS/IT or actively pursuing a related degree is preferred.
• Knowledge of Windows OS, basic networking (TCP/IP), Microsoft 365 apps, and Outlook.
• Familiarity with LAN/WAN devices, telecom, and related support.
• Experience with Windows servers, devices, O365, AD, and mobile device configuration using O365.
• Ability to work in a dynamic real-world environment.
• Valid Florida driver’s license with clean record.
• Background screening is required.
• Some knowledge of job control languages/procedures is desirable.

Responsibilities

• Provide helpdesk support for computer systems, software, and hardware.
• Offer timely onsite and remote technical troubleshooting to users.
• Support stakeholder relationships with courteous, cooperative service.
• Assist users with software, network, and device issues.
• Organize and inventory hardware and software using an inventory system.
• Install and configure new computer equipment, printers, and peripherals.
• Document configurations and maintenance activities.
• Log and triage service requests per established procedures.
• Monitor request status and communicate with users and IT teams.

Skills

Helpdesk

Troubleshooting

Remote support

Hardware installation

Software installation

Inventory management

Documentation

Customer service

Education

Associate of Science in CS/IT

Tools

Windows Server

Office 365

Active Directory

Job description

Summary

General Function

This role is an entry level position to provide support and maintenance for applications and technology equipment used in City of Homestead operations. The incumbent will collaborate with internal and external IT and operational teams to assist in planning, coordinating, and executing tasks related to the configuration, development, and deployment of various applications. Successful candidates will demonstrate excellent communication, strong organizational skills, and the ability to solve problems independently.

Reports To

Assistant Director of Innovation and Technology

Supervisory Responsibility

None

Examples of duties

Essential Duties and Responsibilities

• Will provide helpdesk services including technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Must be able to prioritize and plan work activities, use time efficiently and develop realistic action plans.
• Provide timely onsite and remote technical troubleshooting assistance to all users having problems with computer software, hardware, and applicable programs. Assist users with problems by perceptive questioning, using diagnostic software, or listening to procedures followed by users to determine the source of problem.
• Support internal and external relationships with stakeholders by demonstrating courteous and cooperative behavior while providing support, training, implementing solutions in accordance with DoIT Department procedures and industry standards.
• Provide support to users encountering computer/software and phone issues by providing guidance in proper usage and/or resolving technical problems.
• Organize, categorize and inventory computer hardware and software using an inventory system.
• Assist with the daily operation of information systems, software installation, configuration and installation of all new computer equipment including printers, monitors, and communications equipment.
• Document all computer and communications configurations, along with any maintenance done or changes that occur.
• Logs, triages, and responds to service requests in accordance with established procedures and guidelines.
• Monitors service request status, updates customers, and notifies management, team members, and other IT groups when sensitive issues arise or a major problem is suspected.
• Responds to the diverse application software and desktop problems minimizing client downtime and productivity loss from technology malfunctions.
• Responsible for installing hardware/software for all computer systems and/or coordinating relocation of computer equipment within the city.
• Responsible for performing preventive maintenance on all end-user equipment within the city.
• Coordinates and supports solutions and/or applications from multiple vendors and provider services.
• Identifies systems and organizational difficulties hindering the accomplishment of objectives.
• Provides technical support to all applications and resolves issues.
• Secures clear possession of problem identification, its analysis, impact analysis and solutions.
• Evaluates all problems and impact analysis and recommend solutions and workarounds.
• Conducts and maintains an up-to-date inventory of all hardware and software/applications.
• Performs other related work as required.

Type of Appointment/Work hours

• Part-time in-person position.
• Twenty (29) hours of work per week on pre-arranged schedule. The workday may be varied for the efficient delivery of public service.
• Will be required to work other than the standard workweek on occasion, including evenings, weekends, and/or holidays.

Qualifications

Requirements

• An Associates of Science or currently pursuing a degree in Computer Science, Information Technology, or a related field preferred.
• Knowledge of multiple software applications and operating systems (preferred), including, but not limited to: Microsoft desktop operating systems, Microsoft Networking, TCP/IP, Microsoft 365 applications, Outlook E-Mail client.
• Knowledge of local area and wide area network devices, telephone, and other communications systems support.
• Knowledge of Windows servers, laptops, networks, and servers. Knowledge in O365, Microsoft Suite and Microsoft Active Directory. Knowledge configuring and troubleshooting cellular devices using O365 and calendar.
• Knowledge of various technologies supports tools.
• Be able to work in a multi-faceted real-world environment.
• Must possess a valid state of Florida Driver’s license with a clean driving record.
• Must be able to read, write, and comprehend verbal and written instructions.
• Must pass a background screening/CJIS compliance process.
• Job Control languages/procedures development is desirable.

Physical and Environmental Demands or Conditions

The physical and environmental demands for this position have been listed on the last page of this description. Physical and environmental demands must be met to successfully perform the essential duties and responsibilities of this position.

Supplemental information

Core Competencies

• Judgment - Sound decisions based on fact; uses logic to solve problems.
• Quality of Work - Performs work thoroughly, accurately, and professionally.
• Reliability - Timely and consistently completes assigned work; consistently reports to work and is punctual.
• Safety - Committed to ensuring a safe environment and complies with applicable safety standards.
• Technical Capability - Applies knowledge to identify issues and works to develop skills; demonstrates knowledge of techniques, skills, and equipment.

Work Authorization/Security Clearance

• The employee must successfully pass a background screening process and comply with the City’s Drug-Free Workplace policy.
• The City will also verify the identity and employment authorization of individuals hired so the proper completion of Form I-9 is required, which includes the employee providing documents evidencing identity and employment authorization.

Equal Opportunity Statement

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Qualifying individuals with disabilities may be provided reasonable accommodations to enable them to perform the essential functions.

Veteran’s Preference Policy

In accordance with Florida Statute 295.07, F.S., Chapter 55A-7, the City of Homestead complies with Florida law by providing Veterans' Preference in hiring. Qualified applicants, including veterans, spouses, widows/widowers, parents of service members, and current reserve or National Guard members, may receive hiring priority if they meet minimum qualifications and can perform the duties required. Veterans’ Preference includes additional points on exams, prioritized placement on employment lists, and education waivers for certain qualified individuals. This preference ensures eligible candidates are considered fairly at all stages of the hiring process. For questions, contact the Human Resources Department.