CITY OF OVERLAND PARK - POSITION DESCRIPTION

JOB SUMMARY STATEMENT: Provides first level technical support by responding to requests and diagnosing problems through discussions with users. Uses the Help Desk application to enter tickets for resolution within the Information Technology department. Performs problem identification, resolution and follow-up steps. Resolves less complex problems and requests immediately and distributes more complex problems or requests to second level support. Provides telephone, email, instant message and remote desktop support for the use of hardware and software. Updates the Help Desk application to report progress for all work performed. Performs purchasing and inventory control functions. Supports technology at Council and Committee meetings as needed. Participates in the on-call rotation as required.

DUTIES AND RESPONSIBILITIES:

Provides first-level technical support by responding to and diagnosing problems through discussions with users. Uses the Help Desk application to enter tickets for resolution within the Information Technology department.

Performs problem identification, resolution and follow-up steps. Resolves less complex problems and requests immediately and distributes more complex problems or requests to second level support.

Provides telephone, email, instant message and remote desktop support in the use of hardware and software.

Updates the Help Desk application to report progress for all work performed.

Performs purchasing and inventory control functions.

Ensures that all audio/visual equipment is in proper working condition and provides assistance in the use of this equipment during Council meetings and other special meetings as required.

Participates in on-call rotation as required.

Performs other duties as assigned.

The employee must work the days and hours necessary to perform all assigned responsibilities and tasks. Must be available (especially during regular business hours or shifts) to communicate with peers, subordinates, supervisors, customers, vendors and any other persons or organization with whom interaction is required to accomplish work and employer goals.

The employee must be punctual and timely in meeting all requirements of performance, including, but not limited to, attendance standards and work deadlines; beginning and ending assignments on time; and scheduled work breaks, where applicable.

GENERAL QUALIFICATIONS

EDUCATION & SPECIAL LICENSE(S)/CERTIFICATIONS:

Basic High School Education.

One year of additional computer related training courses, or an equivalent combination of formal education and work experience.

To comply with Kansas Criminal Justice Information System security requirements must be at least 18 years of age

EXPERIENCE:

Two years of experience working with the PC operating systems and office productivity software used by the City or an equivalent level of experience.

Two years of experience problem solving on hardware and software preferred.

SKILLS:

Personal computer skills.

Problem solving.

Basic math concepts.

Good oral and written communication skills.

Reading.

Good listening and organizational skills.

Tact and diplomacy.

MENTAL REQUIREMENTS:

Work independently.

Ability to prioritize work.

Ability to analyze basic problems and recommend possible solutions.

Alpha and numeric recognition.

Abstract and logical reasoning.

Decision making ability.

Ability to adapt to a changing environment.

PHYSICAL REQUIREMENTS:

Ability to make and receive phone calls.

Ability to distinguish colors.

Hand and eye coordination adequate for data entry.

Visual stamina and acuity adequate to review alpha/numeric data and to spend long periods looking at computer screen.

Ability to lift approx. 50 lbs. and transport 25 feet.

SUPERVISORY RESPONSIBILITY (Direct & Indirect):

None.

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.