<p>DUTIES AND RESPONSIBILITIES</p> <p>The Information Help Desk Engineer serves as front support to the city within the Help Desk division of the Information Technology department. Responsible for researching and resolving technical issues to ensure customer retention and satisfaction. Reports to the IT Manager or Director. Additional responsibilities include:</p> <ul> <li>Efficiently complete Helpdesk tickets by providing timely and effective resolutions to technical issues, documenting solutions, and ensuring high levels of customer satisfaction through effective communication and follow-up. </li><li>Create and maintain a comprehensive knowledge base for the Helpdesk team by documenting solutions, procedures, and best practices, ensuring easy access to information and promoting efficient problem-solving and knowledge-sharing </li><li>Create and manage user accounts, email licensing, and user access in Entra ID by ensuring proper setup, configuration, and maintenance to streamline access management, improve efficiency, and maintain security compliance. </li><li>Serve as a training mentor to new hires, interns, and contractors in the Helpdesk, providing guidance, support, and knowledge sharing to ensure effective onboarding and integration into the team. </li><li>Deliver technical support by troubleshooting and resolving issues related to printers, mobile devices, desktops, laptops, and networking, ensuring prompt and effective solutions to limit downtime. </li><li>Coordinate purchasing requests by obtaining quotes, communicating with vendors, and collaborating with users to ensure accurate specifications, timely procurement, and effective budget management. </li><li>Manage small-scale projects individually within the Helpdesk team by planning, coordinating, and ensuring timely completion while addressing support needs and minimizing disruptions. </li><li>Provide endpoint security support in a Helpdesk capacity by monitoring for threats, promptly responding to security incidents, and implementing measures to ensure the safety and integrity of organizational assets. </li><li>Responsible for supplies, recommends, and schedules repairs for computer hardware and printers. </li><li>Evaluate existing systems and user needs to make informed recommendations for updates, enhancements, and improvements that align with organizational goals and user requirements. </li></ul> <p>EDUCATION AND EXPERIENCE</p> <p>Associate degree in computer science, information technology, business, public relations, or a closely related field, and two years' experience in an information technology environment, including previous work in a customer service capacity; or any equivalent combination of education and experience that meets the required knowledge, skills, and abilities.</p> <ul> <li>Knowledge: Knowledge of commonly used concepts, practices, and procedures within the IT field. Working knowledge of related hardware and software applications. Extensive knowledge of Microsoft Office 365/2016/2010, software and operating systems such as Microsoft Windows 10, 8, 7 and Mac OS 10.x and above. Possesses working knowledge of HTTP and FTP to assist users on navigating, accessing, and downloading issues. </li><li>Skills: Relies on experience and judgment to plan and accomplish goals. A wide degree of creativity and latitude is expected. Skills in providing detailed and clear instructions. Employee must be a self-starter and possess the skills to successfully relate to a wide variety of customer personalities. </li><li>Abilities: Direct and schedule the work of others. Ability to establish and maintain effective working relationships with employees, supervisors, and outside vendors and suppliers. Ability to communicate effectively orally. Ability to exercise sound judgment in evaluating situations in decision-making. Ability to follow or give verbal and written instructions, as applicable. </li><li>Licenses: Possess and maintain a valid driver's license with a good driving record. </li></ul> <p>WORKING CONDITIONS AND PHYSICAL REQUIREMENTS</p> <p>All selected applicants must pass a criminal background investigation and pre-employment physical.</p> <ul> <li>Physical Requirements: While performing the duties of this job, the employee is frequently required to sit and talk and hear. Hands to finger dexterity, handle or feel objects, tools, or controls, and reach with hands and arms. The employee must occasionally lift and/or move up to 75 pounds. </li><li>Vision: Specific vision abilities required by this job include close vision and the ability to adjust focus. </li><li>Working Conditions: Work conditions described here are representative of those an employee typically encounters while performing the duties and responsibilities of this job. The employee is occasionally required to walk. The noise level in the work environment is usually quiet. </li><li>Location and Schedule: Work hours are Monday to Friday and range between 8:30am - 4:30pm or 9:00am - 5:00pm based on business needs. This position may be called upon in case of an emergency. The position reports to the Information Technology department at the City/County building, 800 N. French Street Wilmington, DE 19801. This position is crucial for emergency response/support. </li></ul> <p>TOTAL COMPENSATION</p> <p>Compensation encompasses both salary administration and a comprehensive benefit package:</p> <ul> <li>Salary Administration: New employees are hired at the starting salary and up to the median salary based on qualifications and internal equity. Annual merit increases are provided based on a satisfactory performance review. </li><li>Benefits: The City offers a robust benefit package with medical/dental available on the date of hire. Additional details are available at www.wilmingtonde.gov/benefits. </li></ul> <p>SUPPLEMENTAL INFORMATION</p> <p>This position is open to all internal and external applicants who meet the minimum qualifications.</p> <ul> <li>To apply, visit www.WilmingtonDE.gov. Computers are available in the Department of Human Resources, City/County Building, 800 N. French St, 4th Floor, Wilmington, DE 19801. Call 302-576-2460 to schedule an appointment for computer use. </li><li>The City of Wilmington is an equal opportunity employer. </li><li>City Residency required within 12 month(s) of employment. </li><li>The City Code provides preference for eligible internal candidates, veterans, and current city residents. </li><li>The City of Wilmington is committed to the full inclusion of all qualified individuals. Consistent with the Americans with Disabilities Act (ADA) and the Delaware Persons with Disabilities Employment Protections Act, it is the policy of the City to provide reasonable accommodation when requested without causing an undue hardship. If accommodation is needed, please call 302-576-2466. </li></ul>