Helpdesk Coordinator at The Metropolitan District Commission

Hartford, Connecticut, United States -

Full Time

Start Date

Immediate

Expiry Date

14 Aug, 26

Salary

0.0

Posted On

16 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Computer Systems Support, End User Support, Problem Management, TCP/IP, DHCP, DNS, LAN/WAN Troubleshooting, Software-Defined Networking, Firewall Operations, VPN Troubleshooting, Microsoft 365, Ticketing Systems, Asset Management, MFA, Antivirus Tools, Technical Documentation

Industry

Utilities

Description

The Metropolitan District Commission (MDC) provides quality water supply, water pollution control, mapping, and household hazardous waste collection to eight member municipalities: Bloomfield, East Hartford, Hartford, Newington, Rocky Hill, West Hartford, Wethersfield and Windsor. Additionally, the MDC provides drinking water to portions of Farmington, Glastonbury, East Granby and South Windsor, known as the MDC's non-member towns. JOB SUMMARY: This is responsible computer systems support work involving the coordination of providing assistance to end users for computer programs and communications equipment. This position is responsible for coordinating the services between the Information Technology department and computer/telephone users experiencing problems. Duties include supporting users in operating system and applications issues. This work requires the employee to handle multiple requests, analyze and assist in diagnosing problems through discussions with users; document problems and resolutions, set up and install PC's and assist in performing system/software upgrades. This work involves the initial contact with the user via telephone or e-mail, logging of the problem, a brief review with the user to document the problem and either correcting or forwarding the problem to the appropriate Network Analyst. SUPERVISION RECEIVED: Works under the general supervision of higher level staff. EXAMPLES OF DUTIES: Maintains system logs and records on reported problems, resolution, closure and statistical analysis of problems for improved problem management and user support. Receives trouble calls, does a brief problem determination and either solves the problem or forwards it to the appropriate personnel. Provides end user support to desktop application programs. Investigates and recommends new techniques, methods and equipment. Duties include prioritizing work orders, maintaining records and distributing technical computer problem reports. Reports incidents of system downtime and virus detection to appropriate personnel. Supports user password and system access problems for users throughout the District. Maintains log of loaned equipment, laptops and related items. Ensures users are aware of information technology policies and procedures. Forwards telephone problems to a contract service provider for follow-up. Coordinates documentation required for billing purposes. Maintains cell phone records, orders equipment and verifies billing information. Provides input to user departments for excessive usage. Handles department data entry for payroll and labor reporting. Performs related works as required. KNOWLEDGE, SKILLS AND ABILITIES: Requires considerable knowledge of computer systems and problem management. Considerable knowledge and ability in effective oral and written communication while helping users over the telephone. Requires a working knowledge of system security and workstation technology. Must be trained in various software applications. Works under time constraints to assist users that cannot perform their job function due to a computer problem. Must understand the e-mail, word processing and spreadsheet applications to assist users via telephone. Understands the roles and responsibilities of everyone in the Information Technology department in order to forward problems to the appropriate person. Needs to remain calm under pressure and represent the Information Technology department in a professional and courteous manner. QUALIFICATIONS: An Associates Degree from a recognized college or university in computer science, information technology or related field and two years experience in a computer related field assisting end users. PREFERRED EXPERIENCE : Basic understanding of TCP/IP, DHCP, and DNS Troubleshooting LAN/WAN connectivity issues Basic understanding of Software-Defined Networking (SDN), network virtualization and centralized control Familiarity with basic firewall operations, managing security rules VPN setup and troubleshooting Desktop, laptop, and mobile device troubleshooting Microsoft 365 (Outlook, Word, Excel, Teams, OneDrive) Experience with ticketing or helpdesk management systems Ability to document and track issues efficiently Basic understanding of antivirus/antimalware tools Familiarity with MFA (multi-factor authentication) systems Familiarity with asset management and inventory systems PERFORMANCE APTITUDES (KNOWLEDGE, SKILLS, AND ABILITIES) Data Utilization: Requires the ability to evaluate, audit, deduce, and/or assess data and/or information using established criteria. Includes exercise of discretion in determining actual or probable consequences, and in referencing such evaluation to identify and select alternatives. Human Interaction: Requires the ability to apply principles of persuasion and/or influence. Equipment, Machinery, Tools, and Materials Utilization: Requires the ability to operate, maneuver and/or control the actions of equipment, machinery, tools, and/or materials used in performing essential functions. Verbal Aptitude: Requires the ability to utilize a wide variety of reference, descriptive, and/or advisory data and information. Mathematical Aptitude: Requires the ability to perform addition, subtraction, multiplication and division; ability to calculate decimals and percentages; may include ability to perform mathematical operations with fractions; may include ability to compute discount, interest, profit and loss, ratio and proportion; and may include ability to calculate surface areas, volumes, weights, and measures. Functional Reasoning: Requires the ability to apply principles of influence systems, such as motivation, incentive, and leadership. Ability to exercise independent judgment to apply facts and principles for developing approaches and techniques to problem resolution. Situational Reasoning: Requires the ability to exercise the judgment, decisiveness and creativity required in situations involving the evaluation of information against sensory, judgmental, or subjective criteria, as opposed to that which is clearly measurable or verifiable. ADA COMPLIANCE Physical Ability: Tasks require the ability to exert light physical effort in a sedentary to light work environment, which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (under 25 pounds). Sensory Requirements: Some tasks require the ability to communicate orally and in writing. Some tasks require the ability to perceive and discriminate visual cues or signals. Environmental Factors: Essential functions are performed primarily indoors with minimal exposure to outdoor environmental factors. The Metropolitan District seeks to ensure the diversity of its workforce through non-discriminatory employment practices. People of all backgrounds, including people of color, women, veterans, and persons with disabilities are strongly encouraged to apply

Responsibilities

Coordinate and provide technical assistance to end users for computer programs and communications equipment. Responsibilities include diagnosing problems, installing PCs, performing software upgrades, and maintaining system logs.