About the Department

This is a 12-month-long position that provides ongoing technical assistance and customer service for the City’s computer users, including installation and maintenance of computer hardware, software, etc. This individual also provides primary help desk support for users.

Position Duties

Reasonable accommodations may be made to enable individuals to perform these essential functions:

• Configure, install, and maintain computer hardware and software, as well as printers, scanners, and other peripherals.
• Ensure compliance with LOGIS and City of Golden Valley technology and security policies and procedures.
• Troubleshoot, maintain, and update computer hardware, software, and infrastructure issues by applying appropriate diagnostic tools and procedures.
• Set up workstations including computers, docks, and monitors as well as installing applicable software and hardware and configuring systems and applications. 
• Assist with establishing new users within all city systems.
• Assist with maintaining and updating software including security and operating system patches.
• Assist in creation and maintenance of network user accounts and groups.
• Assist with training City computer users on hardware and software applications.
• Assist with ordering, exchanging, and upgrading City owned Cellular devices and other IT related equipment.
• Perform documentation and record-keeping functions, including maintaining inventories, and reporting service calls via helpdesk software.
• Develop and maintain help sheets, FAQs, and other resources to assist end users.
• Record, track, and document the process for each help desk request, including successful and unsuccessful resolutions.
• Refer significant issues to higher level support as appropriate.
• Stay abreast of changes and opportunities in technology field and make recommendations to IT Manager to improve efficiencies within the City

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Supervisory Responsibility

This position does not have employee supervisory responsibilities.

Minimum Qualifications

Minimum Qualifications

• Technical degree in computer science, information technology, or related field.
• Two years of experience in IT-related position.
• Knowledge and experience with industry standard systems and software.
• Demonstrate agency and motivation in seeking technical support resolutions, including evaluating documented resolutions and analyzing trends in support needs to improve overall service quality.
• Receive incoming IT requests and provide assistance and/or direction. 
• Experience installing, troubleshooting and repairing computer hardware.
• Experience repairing, replacing, and installing equipment (such as peripheral hardware, printers, faxes, copiers, and audio-visual equipment).
• Experience with setup of personal and mobile computers.
• Experience performing customer service support functions via telephone.
• Proficiency in Microsoft Operating Systems and Microsoft 365.
• Valid driver’s license with good driving record

Desired Qualifications

• A+ and/or Network+ certifications.
• Experience with network communications.
• Experience with Microsoft Server and Active Directory administration.
• Experience with Microsoft Exchange administration.
• Experience with IP telephony.
• Experience with Windows Imaging.
  

Competencies

• Communication
• Customer Focus
• Teamwork
• Positive Attitude
• Hard Work
• Equity
• Inclusion
• Decision-Making
• Ethical
• Organized
• Problem Solving

Other Qualifications

Work Environment & Physical Demands

Work is conducted primarily indoors. Employees in this position generally free from work hazards. 

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. While performing the duties of this job, the employee is required to:

• Regularly read and interpret documents and other written material. 
• Regularly communicate and exchange information with others in person, over the telephone, and using written communication methods. 
• Frequently remain in a stationary position and regularly move within the building to attend meetings and provide on-site support.
• Occasionally position self to maintain computers, printers, and other equipment, including behind and under desks and in the server room.
• Frequently traverse around the City campus to provide support. 
• Regularly operate computers and other office equipment, such as a copy machine, printer, and telephone, as well as equipment/tools consistently found in municipal government. 
• Occasionally move or transport items weighing up to 40 pounds.
• Occasional use of ladders and city bucket truck to troubleshoot items on poles or walls. 

EEO Statement

The City of Golden Valley is an Equal Opportunity Employer in compliance with the Americans with Disabilities Act. It will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.