• Service Desk Technician (Data Proc. Equp. Techn.)

    Posted Date 8 months ago(4/9/2018 10:23 AM)
    Req ID
    2018-14984
    Dept
    Dpt of Innovation & Technology
    Position
    Regular Full-Time
    Location
    ASD-Mgmt Information Systems
    Salary Min
    48,690.66
    Salary Max
    67,259.40
    Union
    SU4
    Openings
    1
    Contact Email
    Edwin.Pinkerton@Boston.Gov
  • Overview:

    This is a provisional appointment.

     

    Brief Job Description (essential functions of the job):

     

    The Department of Innovation and Technology (DoIt) is seeking a Service Desk Technician to provide end-user support and resolution to internal and external customers on basic hardware, network, software, and application problems.  This will include problem recognition, research, isolation, and resolution steps.  Applicant will need to interact with appropriate personnel in order to resolve on-going issues.  Applicant must perform all work duties and activities in accordance with City of Boston policies & procedures.  Applicant will be expected to resolve work orders both at City Hall and off-site City locations.  

     

     

    Responsibilities:

    • Responds to telephone calls, emails, and other requests for DoIT support.  Ensures all requests are documented and entered into the Trouble Ticket System.  

    • Documents, tracks and monitors technical problems to ensure a timely resolution.  
    • Supports and troubleshoots software problems for end-user applications, Windows Operating Systems & applications, and Apple iOS.
    • Performs computer administrative tasks for callers that may include but not limited to: resetting passwords, unlocking accounts and troubleshooting other routine and/or semi-routine user computer issues.   
    • Provides timely, professional, accurate and courteous customer support to all callers while attempting first call resolution to problems.    
    • Runs periodic system monitoring scripts to validate applications & services are running.
    • Performs related work as required.  

    Minimum Entrance Qualifications:

    • Applicant must have at least one (1) year of full-time, or equivalent part-time, paid experience providing first level telephone & customer support to desktop users.
    • Applicant must have a working knowledge of the Microsoft Operating System Product Line including Windows 7, Windows 10, and Apple iOS.
    • Working knowledge & experience working with PC Hardware, Apple Products, & Software applications, although not a mandatory requirement, is strongly preferred.  
    • Good working knowledge of the Microsoft Office Suite of programs including Google mail, GSuite messaging email and collaboration platform, although not a mandatory requirement, is strongly preferred.  
    • Experience working with a Trouble Ticketing System, although not a mandatory requirement, is preferred.  
    • Must be detailed-oriented.
    • Must possess strong people interaction skills, including good customer service and telephone skills, and oral and written communication skills.
    • Must be a team player, with a flexible attitude toward work assignments and changing priorities.
    • Must be able to use initiative and be pro-active in regards to work assignments.
    • Ability to exercise good judgement and focus on detail as required by the job

     

    BOSTON RESIDENCY REQUIRED -  You must live within Boston city limits at the start of your employment. Residency will be verified.

     

    Union/Salary PLan/Grade: SEUI /RL-15

    Hours per week: 35

     

    The City of Boston is proud to be an equal opportunity employer committed to hiring a diverse and inclusive workforce. The City provides equal employment opportunities to all applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, disability, veteran status or any other characteristic protected by law. Women, people of color and people with disabilities are strongly encouraged to apply.

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