COMPANY: City Of Cambridge
POSITION: Technical Support Co-op
DEPARTMENT: Human Services
DUTIES & RESPONSIBILITIES:
• Log trouble tickets received via email or phone into the Cambridge Helpdesk System (CHS)
• Ability to configure desktop PC’s and mobile devices such as tablets and Smartphone’s.
• Experience installing hardware and software.
• Travel to site of the problem hardware, software or peripheral (i.e., printer, fax, scanner…etc.)
• Train with staff on technical projects and problem resolution.
• Work with end-users to determine needs and identify and resolve system issues.
• Provide information and assistance to end-users by troubleshooting and repairing both hardware and software problems.
• Implement and document solutions in the ITD Wiki tracking system and Knowledge base.
• Work as part of a team of support professionals to deliver excellent technical/non-technical support with outstanding customer service, satisfaction, and timeliness in solving cases.
• Perform related duties and responsibilities, as assigned.
MINIMUM REQUIREMENTS:
• 1+ years of PC LAN/WAN technical experience in a Windows and Microsoft Office environment.
• Some technical education is preferred.
KNOWLEDGE, SKILLS, AND ABILITIES:
• Ability to apply call center or technical support standard best practices
• Skills in performing routine hardware maintenance and troubleshooting on various computers, monitors, printers, scanners, etc.
• Aware of security best practices and how to protect network and hardware from malicious attacks.
• Basic knowledge of hardware components and how they relate relevant to Local Area Networks (LANs) and Wide Area Networks (WANs)
• Knowledge of PC and Server hardware support, software applications design, and networks
• Ability to work as part of a diverse and highly technical team and build collaborative relationships across teams
• Ability to communicate effectively with City staff to facilitate the successful completion of representative duties and other assigned tasks
• Ability to communicate with end-users to determine actual needs; ability to evaluate whether proposed solutions will meet those needs
PHYSICAL DEMANDS:
Ability to access, input, and retrieve information from a computer. Answer telephones and maintain multiple files. Must read and analyze large quantities of information. Must have sufficient mobility to get back and forth from office and to off-site meetings.
Reasonable accommodations may be made to enable individuals with disabilities to person essential functions.
WORK ENVIRONMENT:
Work is conducted primarily in an office environment with fluorescent lighting, air conditioning, computers and other standard office equipment, but also involves meetings in other offices or facilities.
This position is 100% onsite.
THE CITY OF CAMBRIDGE IS AN AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER. WOMEN, MINORITIES, VETERANS, AND PERSONS WITH DISABILITIES ARE ENCOURAGED TO APPLY. CITY OF CAMBRIDGE RESIDENTS ARE ESPECIALLY ENCOUARGE TO APPLY.
Qualifications (Required)
MINIMUM REQUIREMENTS:
• 1+ years of PC LAN/WAN technical experience in a Windows and Microsoft Office environment.
• Some technical education is preferred.
KNOWLEDGE, SKILLS, AND ABILITIES:
• Ability to apply call center or technical support standard best practices
• Skills in performing routine hardware maintenance and troubleshooting on various computers, monitors, printers, scanners, etc.
• Aware of security best practices and how to protect network and hardware from malicious attacks.
• Basic knowledge of hardware components and how they relate relevant to Local Area Networks (LANs) and Wide Area Networks (WANs)
• Knowledge of PC and Server hardware support, software applications design, and networks
• Ability to work as part of a diverse and highly technical team and build collaborative relationships across teams
• Ability to communicate effectively with City staff to facilitate the successful completion of representative duties and other assigned tasks
• Ability to communicate with end-users to determine actual needs; ability to evaluate whether proposed solutions will meet those needs
Number of Openings:
1
Hours Per Week:
30 – 37.5
Compensation Type:
Hourly
Hourly Wage:
$23.50
