$36.33-$54.48 Hourly / $6,297.20-$9,443.20 Monthly / $75,566.40-$113,318.40 Yearly
Researches, resolves, and responds to complex questions received via telephone calls, callbacks, email, through help desk software or escalations; provides support on technical services in accordance with current standards; coordinates and supports technical support processes among City sites to ensure timely distribution of knowledge and positive impact on user satisfaction and productivity; monitors the status of open calls and follows up with customers to ensure service goals are achieved; performs a Help Desk Analyst role as requested; obtains sufficient information from the customer to log the call, resolves the problem; closes or escalates incidents to 2nd and 3rd level staff or re-opens as service requests to a successful resolution.
Defines and implements proactive customer outreach programs with department liaisons and other user groups; assists in the documentation and management of T&I’s Change Control processes and procedures; develops and provides expert technical training, technical coaching, and mentoring to other Help Desk employees; leads team projects and training workshops that enhance the quality or efficiency of support; setups computer-based training systems; posts information on the City’s Intranet site; administers the subject, profile, inventory, and help databases in the Help Desk software.
Manages various levels of network, system and application security on a variety of platforms; acts as a consultant and resource to the Help Desk Supervisor ensuring timely call closure and appropriate customer satisfaction levels; reports on problems related to overall Help Desk activities; leads and assists other Help Desk staff in support of a major or complex projects and products; monitors various system and network devices to assess system availability.
Performs related work as required.
Extensive knowledge of: diagnostic and remote access tools; desktop hardware/software and services; problem isolation and resolution techniques; telephone techniques.
Considerable knowledge of: good customer service processes; understanding of the operational relationships between the City’s computer systems and other organizational entities; project management tools.
Working knowledge of: computer based training tools; effective customer and technical documentation techniques; technology components and interdependencies; reporting tools such as SQL, Access or Crystal Reports.
Ability to: manage an incident escalated to another service level; monitor outstanding incidents; determine whether a new level of escalation is required; discuss outstanding cases with their designated solvers; log the latest status of outstanding cases and decide whether customer feedback is required; establish and maintain effective working relationships with others; explain moderately complex ideas and problems; articulate verbal instructions in a succinct and diplomatic manner; talk clients through solutions to computer problems over the phone or in a web discussion forum.
Skill in: use of the Internet to answer customer queries, post web-based information or download customer “fixes”; survey development and analysis techniques; developing training coursework and presentation of training materials; advanced organizational techniques.