Help Desk Technician

Salary: $19.84/hr. minimum - $23.15/hr. mid-point (Depending on qualifications)

To provide initial response and assistance to users regarding computer software and hardware problems; consult with Information Technology support staff to determine if onsite support is needed and take appropriate action to dispatch support; create detailed support ticket to facilitate tracking and escalation of users issues; manage a city-wide personal computer inventory; manage accounts payable functions and process purchase orders for computer software, hardware and related equipment; and manage departmental time-sheets for payroll.

You can search for this position's full job description here.

SUPERVISION

General supervision is provided by the Senior PC Support Analyst.

Essential Duties And Responsibilities

• All behaviors comply with the Code of Conduct & Rules of Behavior outlined in Chapter 8 of the General Government Policies and Procedures Manual.
• Investigate and resolve rudimentary computer software and hardware problems of users; receive calls from users having software and/or hardware problems; talk with user to learn procedures followed and source of error; answer questions applying knowledge of software, hardware, and procedures; consult with coworkers to research resolution of problem; prepare work orders and dispatch support when on site help is required; follow up on work orders to assure final resolution of problem.
• Provide entry level training and information to users; receive calls from users requiring software assistance; provide on-line guidance to assist the user; provide other information such as status of work orders, purchases, etc.
• Manage city wide personal computer inventory database; update database to reflect changes to hardware and/or software; generate inventory reports.
• Maintain departmental purchasing documents for computer hardware and software; purchase IT related hardware and software; track purchases to ensure receipt of product; process paperwork for payment.
• Maintain the helpdesk knowledgebase system by creating and modifying knowledgebase articles with assistance from various IT departments.
• Monitor helpdesk ticket queue.
• Serves as department payroll administrator.

Perform other duties as assigned.

Minimum Job Requirements

EDUCATION

Associate's degree or accredited technical school certificate in personal computer and/or network support, or a certificate of competency in personal computer and/or network support.

Experience

No experience required; however, two (2) years' experience in computer information system user support may be substituted for the educational requirement.

A High School Diploma or GED is required when substituting work experience for the educational requirement.

CRIMINAL HISTORY

When Assigned To Criminal Justice Information Services Data

Employee will not have a record of being convicted of a Class B misdemeanor or higher offense in order to work with and view Criminal Justice Information Services data.

LICENSES AND CERTIFICATES

Possession of a valid driver's license.

WORK SCHEDULE

• Monday - Friday 8:00 AM - 5:00 PM
• Remote 1 day a week after probationary period ends, with Director's approval.

This position does not require a physical for employment.

Applicants with disabilities meeting the job requirements and capable of performing the essential functions of the job, either on their own or with reasonable accommodations, are encouraged to apply.

Full Time Employees

The City of Mesquite offers the Zero Premium, Employee Only Benefits under the following plans: High Deductible Medical Plan, Dental HMO Plan, Vision Plan, and Life Insurance.

The City is self-insured and offers a choice of two medical plans: HSA, and High Deductible Medical Plans through Blue Cross Blue Shield of Texas. Employee medical coverage goes into effect the first day of the month following 30 days of employment. Coverage is available to all full-time employees at group rates. Employees enrolled in the City's self-insured medical plan also have access to the Mesquite Employee Health Center (MEHC) clinic and pharmacy.

The City offers three dental plan options: a managed plan (DHMO), an indemnity plan (DPPO), an enhanced indemnity plan (DPPO Enhanced). Coverage is available to all full-time employees at group rates.

The City offers free Vision Insurance to all employees. Dependents can be added for an additional fee.

Basic Group Life Insurance protection is provided to eligible full-time employees in the amount of two times the annual salary as recorded at the beginning of each year. The following voluntary benefits are available to full-time employees: Supplemental Life, AD&D Insurance, Cancer Insurance and Long-Term Disability

Texas Municipal Retirement System (TMRS): All employees appointed to positions designated to work 1,000 hours or more per year must participate in the TMRS. TMRS is a qualified tax-deferred retirement plan under Section 401 of the IRS. Seven (7) percent of gross earnings are deducted each payroll as a pre-tax deduction and deposited into the member account. When an employee becomes vested and retires, the City provides 2-to-1 matching contributions.

Other benefits include Social Security, Tax Saver Program (Section 125 Flexible Spending Account), Deferred Compensation Plans, Direct Deposit, Paid Holidays, Paid Vacation, Sick Leave and Personal Leave.

For more information about the City of Mesquite's employee benefits, please visit: http://www.cityofmesquite.com/hrbenefits

01

Select the option that best represents the highest level of education you have achieved.

• Less than High School completion
• High School or GED equivalency
• Technical School certificate in personal computer and/or network support
• Certificate of competency in personal computer and/or network support
• Associate's Degree
• Bachelor's Degree
• Master's Degree
• Ph.D.
• Juris Doctorate

Identify your degree area of studies for the position of Help Desk Technician.

• No Degree
• Computer Science
• Information Systems
• Related field
• Non-related field

Do you currently have a technical school certificate OR certificate of competency in personal computer and/or network support?

• Yes
• No

Indicate the amount of experience you have in computer information system user support.

• No experience
• less than 6 months
• 6 months to less than 1 year
• 1 year to less than 2 years
• 2 years to less than 3 years
• 3 years to less than 4 years
• 4 years to less than 5 years
• more than 5 years

Do you have a valid driver's license?

• Yes
• No

Have you ever been convicted of a Class B misdemeanor or higher.

• Yes
• No

PLEASE READ CAREFULLY: If you are a current City of Mesquite employee, have you been employed in your current position with the City of Mesquite for at least 3 months? Please indicate the option that best represents your current status.

• No, I do NOT work for the City of Mesquite
• Yes, I am a current seasonal employee with the City of Mesquite
• Yes, I have been in my current City position as a fulltime/parttime employee for at least 3 months
• No, I have NOT been in my current City of Mesquite position as a fulltime/parttime employee for 3 months
• Required Question