Senior Help Desk Technician - Dept. of Finance

Chicago, IL, United States

Job Description

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.

Certificates/Security Clearances/Other

THIS POSITION IS IN THE CAREER SERVICE

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.

Location: Department of Finance, Payroll Systems and Operations, 121 N. LaSalle St., Room 700, Chicago, IL 60602

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.

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.

Additional Qualifications/Responsibilities

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