Support Desk Engineer I (Contract to Hire)
Aurora, IL
Job Requisition: 7186
Description for Support Desk Engineer I:
The Support Desk Engineer I provides first tier technical support including but not limited to troubleshooting, diagnosis, and resolution of computer problems and city supported applications.
Responsibilities for Support Desk Engineer I:
- Takes technical and non-technical requests for all end users. Provides primary support in answering and resolving basic to immediate Support Desk calls and computer operations including, but not limited to: password resets, printer problems, training calls, software troubleshooting requests, software requests, software installs, and basic telephone hardware troubleshooting support.
- Answers, evaluates, troubleshoots, and prioritizes incoming telephone, voicemail, email, and in person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
- Interviews users to collect information about problems and leads users through diagnostic procedures to determine source of error, as well as educate and instruct on various application and hardware issues.
- Provides system printer queue support.
- Creates, enters, tracks, and follows up on electronic trouble tickets and communicates status and resolution to the appropriate parties.
- Escalates all unresolved software and hardware calls to designated staff.
- Responsible for reporting results, following escalation process, and dispatching issues to the proper channels.
- Maintains knowledge of the appropriate software packages or operating systems used by the City.
- Provides accurate and timely solutions to basic and intermediate Support Desk problems to minimize loss of end user productivity.
- Participates in team projects that enhance efficiency of Support Desk services.
- Assists with general project rollouts and support.
- Performs desktop imaging and replacement.
- Provides new user computer orientations and training.
- Monitors and escalates alerts and various system alarms.
- Performs other duties required or assigned
Requirements for Support Desk Engineer I:
- Requires the ability to approach problems systematically, analyzing and evaluating solutions.
- Requires basic knowledge of computers, databases, software and programs.
- Experience with Active Directory
- Knowledge of Dynamic Host Configuration Protocol (DHCP)
- Requires ability to establish and maintain effective working relationships with city officials and fellow employees in the Information Technology Department and other departments in the city.
- Requires the ability to install and configure hardware and software.
- Requires the ability to establish and revise system documentation.
- Requires the ability to multi-task.
- Requires availability for after hours and weekend on-call support.
*Legal authorization to work in the U.S. is required. Will not sponsor individuals for employment visas, now or in the future, for this job opening
