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About the Role

The work involves responsibility for receiving problems and services calls within the Department of Information Technology and coordinating problem-solving efforts. The incumbent is responsible for identifying problems, attempting to determine the cause of the error, answering questions regarding systems procedures, system status and downtime. Work is performed under direct supervision of a higher-level technology/computer administrator. Supervision is not a responsibility of this position.

Responsibilities

Provides first-line diagnosing/trouble-shooting of computer problems relating to software packages, basic hardware issues, communication devices, security and password problems or operator error over the phone or email.
Answers general questions regarding system procedures, system status and downtime.
Provides users with basic training in the use of computer hardware/software and related topics.
Perform remote troubleshooting through diagnostic techniques.
Coordinates user calls for service with appropriate specialist.
Conducts follow-up checks to ensure that problems are resolved.
Maintains a database tracking system for change requests and user problems, and updates regarding resolutions.
Refers problems that cannot be resolved to supervisor or other appropriate specialist.
Assists in developing Help Desk/Client Services user references, instructional materials and related forms.

Requirements

Good knowledge of the operation of computer systems, mobile devices and other tech products.
Good knowledge of data processing equipment capabilities and its application.
Good knowledge of modern methods, principles and techniques of data processing help-desk support activities.
Good knowledge of modern word processing, spreadsheet, and database software applications.
Good knowledge of Active Directory and setting up accounts for new users.
Ability to trouble-shoot and resolve computer users' problems using remote diagnostic techniques.
Ability to explain the use and capability of computer hardware, software, peripherals and communication devices.
Ability to install, modify, and repair computer hardware and software.
Ability to investigate any potential security threats by using virus/malware scanning software and other related techniques.
Ability to resolve basic technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Ability to work well with others.
Skill in developing and maintaining effective interpersonal relations.
Ability to understand and follow verbal and written instructions.
Ability to apply a high degree of logical reasoning and resourcefulness using sound judgment, initiative and patience.
To be considered, all candidates must meet the minimum qualifications of the position as outlined on the Onondaga County Civil Service job specifications for this title.
NYS HELPS Program will allow us to hire for this position without participating in the Civil Service exam or being appointed from an eligible list.
The selected candidate will serve a 52-week probationary period, and the position will mature into a permanent appointment.
The successful candidate will be required to pass a fingerprint-based background check, at the cost of $104.50 to the candidate.

Skills

Computer problem analysis
Direct user support
Help Desk support
User support
Computer hardware
Software packages
Basic hardware issues
Communication devices
Security
Password problems
System procedures
System status
Downtime
Remote troubleshooting
Diagnostic techniques
Database tracking system
Change requests
User references
Instructional materials
Word processing
Spreadsheet
Database software
Active Directory
Account setup
Computer hardware repair
Software repair
Virus/malware scanning
Local Area Networks (LAN)
Wide Area Networks (WAN)

Location

Office Information Technology at ITC

Work Type

Full-time
40 hours per week
12 months per year

Experience Level

One (1) year of permanent competitive class status in the title of Computer Equipment Maintenance Specialist (for promotion)
One (1) year of work experience in a Help Desk or user support environment (for open competitive)

Education Level

Fifteen (15) credit hours from a regionally accredited or New York State registered college, university, trade or business school in Computer Science or other computer related field (for open competitive)

Salary/Compensations

$29.71 per the Unit 9 contract

About the Company

The Syracuse City School District is On the Rise! We are undergoing a new phase of innovation and transformation with the goal of ensuring that all students graduate high school with the skills needed to be ready for college and career.
The Syracuse City School District represents 35 schools and programs, including 6 high schools, 6 middle schools, 6 K-8 schools, 13 elementary schools, and 4 alternative education programs, serving approximately 19,000 students Pre-K–12.
Of these students, 82.3% qualify for free or reduced-price lunch, 20.1% are served by the Office of Special Education, and 83% are students of color.

Equal Opportunity

City Residents are encouraged to apply!