SENIOR HELP DESK TECHNICIAN_

Chicago

**Description:**

**BID/JOB ANNOUNCEMENT**

**SENIOR HELP DESK TECHNICIAN**

**Department of Finance**

**Payroll Systems and Operations Division**

**This position is open to the general public and to all current city employees covered under the terms of the City's collective bargaining agreement with the American Federation of State, County, and Municipal Employees Union - AFSCME (BARGAINING UNITS 1, 3, 4, & 5).**

**BID INSTRUCTIONS:** **Apply on the bid site:** **aleo.net/careersection/103/jobsearch.ftl?lang=en** **AND**

**1. Check the box on your profile titled “Currently employed by the City of Chicago”**

**2. Enter your employee ID (located on your pay stub labeled ‘payee/employee number’)**

**3. Select your correct bargaining unit**

**FAILURE TO FOLLOW THESE INSTRUCTIONS WILL RESULT IN A REJECTED BID APPLICATION**

**Number of positions:** 1 (additional positions possible pending budget approval)

Under supervision, performs at the fully functional level, providing technical support on moderately complex personal computer (PC) and PC network malfunctions, and performs related duties as required.

**ESSENTIAL DUTIES**

· Responds to help desk calls and escalated calls from first-level response, asking questions and obtaining information from users that will assist in assessing the extent of software and hardware problems experienced.

· Monitors the network via a terminal to read and view files on servers and to conduct varied connectivity tests to isolate and identify source of personal computer and network malfunctions.

· Responds to moderately complex questions and assists users on computer and software related issues (e.g., setting up e-mail accounts/usernames/passwords, accessing the Internet, operating personal computers and software).

· Provides assistance to users and resolves problems of a more complex nature relating to gaining access and using Oracle, and other software applications on the network.

· Troubleshoots and resolves a wide range of connectivity, hardware, and software problems.

· Completes work orders to document work performed.

· Instructs users in the operation of new or upgraded software applications.

· Sets up computer workstations and peripheral equipment and loads and tests software packages onto PCs.

· May oversee staff at different levels in resolving user problems at field location.

_Additional duties for this position may be required._

**Location:** Department of Finance

Payroll Systems and Operations

121 N. LaSalle St., Room 700

Chicago, IL 60602

**Days:** Monday through Friday

**Hours:** 8:30 AM to 4:30 PM

**THIS POSITION IS IN THE CAREER SERVICE**

**Qualifications:**

Fifteen semester hours in Computer Sciences or Information Technology/Systems, plus two years of experience in performing technical support functions, or an equivalent combination of education, training and experience.

**Preference will be given to candidates possessing the following:**

· Previous payroll experience in time and attendance

· Previous experience with CATA or equivalent

· Proficiency using Oracle

· Previous customer service experience

· Proficiency using Microsoft Office Suite

· Previous experience using Business Objects

**SELECTION REQUIREMENTS**

This position requires applicants to successfully complete an interview. The interviewed candidate(s) possessing the qualifications best suited to fulfill the responsibilities of the position, based on the oral and written parts of the interview will be selected.

**Application Evaluation:** Initial evaluation will be based on information provided on the application and the documents submitted. Department of Human Resource staff will review applications after the final posting date. Staff will follow any and all required Employment/Hiring Plan provisions, federal, state and local laws, and Collective Bargaining Agreements when applicable. Staff will apply hiring preferences as required by the municipal code. Candidates who meet the minimum qualifications will be placed on an eligibility list in lottery order. Placement on an eligibility list is not an offer or guarantee of an interview nor employment with the City of Chicago.

**Education & Employment Requirements and Verification:** You must provide information about your educational background and work experience including job titles, dates of employment (month/year), and specific job duties on your resume and/or application as it relates to the qualifications of the position for which you are applying. ‘Acting Up’ cannot be considered for current City employees. Please attach all applicable transcripts, diplomas, licenses, and/or certificates as outlined on the job posting for the position you are applying for. The initial evaluation will be based on information provided and documents submitted with the application. Applications must be submitted by the individual applicant. Employment applications lacking the required documentation will not be considered. For information regarding the required attachments, please review the description section of the job posting. Please be advised that if you are selected to be hired you must provide, upon request, adequate information regarding your educational and employment history. If you received your degree internationally, you will be required to provide a Foreign Credential Evaluation. If the City of Chicago cannot verify this information, any offer extended to you will be withdrawn and you will not be hired.

**COMMITMENT TO DIVERSITY:** To further our commitment to hiring applicants with diverse experience the City of Chicago has adopted the following ordinances 2-74-020 and 2-74-075. The ordinances provide a preference to applicants who meet minimum qualifications to be referred to departments for consideration. Hiring preferences do not apply to bidders, as Collective Bargaining Agreements define the hiring process for bidders. For positions covered by a collective bargaining agreement, bidders will be considered before external candidates.

To honor the commitment of our veterans, the City of Chicago has amended city ordinance 2-74-020 to bolster the hiring preference for individuals who have served in the United States Armed Forces and were discharged or released therefrom under Honorable Discharge or General Discharge (Under Honorable Conditions). The City of Chicago further recognizes an individual who has completed the term of their initial contract as a Reservist or member of the National Guard and is actively serving in good standing. Veterans who claim Veteran’s preference must submit the following at the time of onboarding: DD214, Certificate of Release or Discharge from Active Duty that must show the Veterans’ character of service upon discharge. If an individual is still in the Reserve or National Guard, a letter from the Commanding Officer, Unit Representative, or Personnel Staff Officer (S-1) stating the individual is serving in “good standing” and has completed their first term of their initial contract. In order to receive the veterans preference, candidates must answer “yes” to the question on the online application that asks, “Have you been discharged or released therefrom the United States Armed Forces under Honorable Discharge or General Discharge (Under Honorable Conditions) OR have you completed the term of your initial contract as a Reservist or member of the National Guard and are actively serving in good standing AND do you wish to be considered for a Veteran’s preference in hiring with the understanding that you must provide required documentation at the onboarding stage AND if you cannot produce the required verification your conditional offer may be revoked?” In addition, you must provide documentation to verify your military service at the time of on-boarding. Veterans who claim Veteran’s preference must submit the following at the time of onboarding: DD214, Certificate of Release or Discharge from Active Duty that must show the Veterans’ character of service upon discharge. If an individual is still in the Reserve or National Guard, a letter from the Commanding Officer, Unit Representative, or Personnel Staff Officer (S-1) stating the induvial is serving in “good standing” and has completed their first term of their initial contract. If an individual indicates they are a veteran but fails to provide required documentation at the time of onboarding the conditional offer of employment may be rescinded.

To promote the social and economic well-being of residents in socio-economically disadvantaged areas which are disproportionately impacted by low household income, high poverty and high levels of unemployment, the City of Chicago has amended city ordinance 2-74-075 to include a hiring preference for residents of socioeconomically disadvantaged areas. Under section 2-92-390 of the municipal code, the Commissioner of Planning and Development is authorized to designate socioeconomically disadvantaged areas. These designations will be used to provide residents from within these areas a hiring preference. Unless otherwise prohibited by the hiring plan, collective bargaining agreement or federal state or local law and subject to the availability of eligible applicants, each referral list for a covered position shall include 25% of eligible applicants who are residents of socioeconomically disadvantaged areas.

**FAIR CHANCE HIRING EMPLOYER:** The City of Chicago is committed to being a Fair Chance Hiring employer. We value applicants with diverse experiences, including those who have had prior contact with the criminal legal system. Having a criminal history, including prior incarceration, arrest(s), and/or conviction(s) does not automatically disqualify you from employment with the City of Chicago.

If you receive a conditional offer of employment, the City will conduct a background check. The resulting report will be used to conduct an individualized assessment to determine if the nature of any prior conviction conflicts with the specific duties and responsibilities of the job for which you have been selected. If a conflict exists, you will be asked to present any evidence of rehabilitation that may mitigate the conflict, except when federal or state regulations bar employment in specific circumstances.

**Residency Requirement:** All employees of the City of Chicago must be actual residents of the City upon their start date as outlined in 2-152-050 of the City of Chicago Municipal Code. Proof of residency will be required.

**Employee Vaccination Requirement:** City of Chicago employees must, as a condition of employment, be fully vaccinated against COVID-19 effective October 15, 2021. This Policy applies to all City employees. If you are not able to receive the vaccine for medical or religious reasons, you may seek approval for an exemption in accordance with applicable City processes. For more information on the vaccine policy please visit: hicago.gov/city/en/depts/dhr/supp\_info/city-of-chicago-employee-vaccination-policy.html

**Reasonable Accommodation:** If you would like to request a reasonable accommodation due to disability or pregnancy in order to participate in the application process, please contact the City of Chicago, Department of Human Resources, at 312-744-4976 or [email protected]. Please be prepared to provide information in support of your reasonable accommodation request.

**Salary and Benefit Information:** For more information regarding compensation with the City of Chicago, please visit: hicago.gov/content/dam/city/depts/dhr/supp\_info/JobClassification/2023\_2024\_Classification\_and\_Pay\_Plan.pdf

For more information regarding benefits please visit: hicago.gov/city/en/depts/fin/benefits-office.html

**ALL REFERENCES TO POLITICAL SPONSORSHIP OR RECOMMENDATION MUST BE OMITTED FROM ALL APPLICATION MATERIALS SUBMITTED FOR CITY EMPLOYMENT.**

**The City of Chicago in an Equal Employment Opportunity and Military Friendly Employer.**

**City of Chicago**

Brandon Johnson, Mayor

**Applications for this position will be accepted until 11:59 PM CDT on July 12, 2024.**