Reports To: Frankfort Municipal Utilities
Status: Part-time Non-Exempt
To perform this position successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed in this document are representative of the knowledge, skill, and ability required to perform job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This position provides support to computer users with a variety of daily issues that require investigation and resolution of software and hardware problems.
Essential Job Functions:
Answer, evaluate and prioritize incoming telephone, voicemail, e-mail and in-person assistance requests from users experiencing problems with hardware, software, and other computer-related technologies.
Interview computer user(s) to collect information about the problem and leads user through diagnostic procedures to determine source of issue(s).
Handle problem recognition, research, isolation, resolution and follow up for routine users, referring more complex problems to supervisors or technical staff.
Log and track calls using Helpdesk software.
Contact software and hardware vendors to request service regarding defective products.
Install personal computers, software and peripheral equipment. Track and address computer issues.
Additional Duties and Responsibilities:
Performs other Department related duties as assigned.
Key Performance Standards:
Maintains a professional and accountable function that reflects pride in the Information Technology area.
All work completed is in compliance with state statutes and local ordinances.
Follows all City and State regulations regarding the management of accounts.
Maintains Customer satisfaction with work performed.
Must have an Indiana Driver’s License and acceptable driving record.
High School diploma or GED with IT experience a plus.
Ability to work in a fast-paced environment.
Ability to work on multiple projects, handle a high volume workload and meet deadlines.
Knowledge of computerized office programs and ability to operate office computers.
Tasks require the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and materials of lightweight, 10-30 pounds. Tasks may involve extended periods at a keyboard or work station.
Normal office environment.
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