SENIOR HELP DESK TECHNICIAN
SENIOR HELP DESK TECHNICIAN Job Number:
395058 Description BID/JOB ANNOUNCEMENT SENIOR HELP DESK TECHNICIAN CHICAGO PUBLIC LIBRARY Number of Positions:
1 Starting Salary:
$ 68,940 These positions are open to the general public and to all current city employees covered under the terms of the City's collective bargaining agreement with American Federation of State, County, and Municipal Employees (AFSCME)- BARGAINING UNIT1, 3, 4 & 5IF YOU ARE A CURRENT CITY EMPLOYEE AND WANT TO EXERCISE YOUR CONTRACTUAL RIGHTS TO BID, YOU MUST APPLY ON THE BID ONLY SITE AT:
www.
cityofchicago.
org/CAREERS (Once the website opens, scroll down and click on the button titled Bid Opportunities.
) IN ADDITION, YOU MUST CHECK THE BOX ON THE CAREERS APPLICATION TITLED ALREADY EMPLOYED BY THIS COMPANY, CORRECTLY ENTER YOUR EMPLOYEE ID, AND SELECT THE CORRECT BARGAINING UNITYOU MUST USE THE EMPLOYEE NUMBER FOUND ON THE UPPER LEFT-HAND CORNER OF YOUR PAY CHECK STUB LABELED PAYEE/EMPLOYEE NUMBER.
(NO OTHER FORMAT OR SYSTEM CAN BE USED TO OBTAIN YOUR EMPLOYEE NUMBER)FAILURE TO CHECK THE ALREADY EMPLOYED BY THIS COMPANY BOX, ENTER YOUR EMPLOYEE ID, AND SELECT THE CORRECT BARGAINING UNIT WILL RESULT IN A REJECTED BID APPLICATIONNumber of Positions:
1 Duties:
Responds to calls to the help desk 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 experiencedMonitors 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 malfunctionsResponds 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 mainframe, Oracle, and other software applications on the networkTroubleshoots and resolves a wide range of connectivity, hardware, and software problemsTravels to field sites to independently troubleshoot network problems and resolve hardware and software malfunctions, as requiredCompletes work orders to document work performedInstructs users in the operation of new or upgraded software applicationsSets up computer workstations and peripheral equipment and loads and tests software packages onto PCsMay oversee lower-level staff in resolving user problems at field locationsTroubleshooting software and hardware issues in the field at library locations systemwideAssisting with Help Desk phone supportHandling urgent issues reported through ticket systemAssisting with installation and removal of hardware when facility projects demandHelping staff understand how to make the most of their location's techLOCATION:
Harold Washington Library Center 400 SState Street DAYS OFF:
Two days per week SHIFT:
Monday - Friday 8:
30am - 5:
00pm but may include some Saturdays and Sundays HOURS:
37.
5 hours per week to be scheduled during normal unit hours THIS POSITION IS IN THE CAREER SERVICE Qualifications Graduation from an accredited college or university with a Bachelor's degree in Computer Sciences, Information Technology/Systems, or a directly related field, plus two years of technical support experience, or an equivalent combination of education, training and experienceDisclaimer - Accredited means any nationally or regionally accredited college, university, or law school where the applicant is enrolled in or has completed an Associates, Bachelors, Masters, or Juris Doctorate degree programEducation & Employment Verification- Please be advised that if you are selected to be hired you must provide, upon request, adequate information regarding your educational and employment history as it relates to the qualifications of the position for which you are applyingIf you received your degree internationally, all international transcripts/diploma must be accompanied by a Foreign Credential EvaluationIf the City of Chicago cannot verify this information, any offer extended to you will be withdrawn and you will not be hiredNOTE:
To be considered for this position you must provide information about your educational background and your work experienceYou must include job titles, dates of employment, and specific job duties(If you are a current City employee, Acting Up cannot be considered.
) If you fail to provide this information at the time you submit your application, it will be incomplete and you will not be considered for this positionThere are three ways to provide the information:
1) you may attach a resume; 2) you may paste a resume; or 3) you can complete the online resume fieldsNOTE:
You must provide your transcripts or diploma, professional license, or training certificates at time of processing, if applicableSELECTION REQUIREMENTS This position requires applicants to complete an interviewThe interviewed candidate(s) possessing the qualifications best suited to fulfill the responsibilities of the position will be selectedPreference will be given to candidates possessing the following:
End-user and customer service help desk experienceFamiliarity with Polaris, DeepFreeze and/or ServiceNow Experience working in a public library or working in the public sector Experience supporting a Microsoft Windows environment Evaluation:
Your initial evaluation will be based on information provided on the application form and documents submitted with the applicationApplications must be submitted by the individual applicantNo second party applicants will be acceptedResidency Requirement:
All employees of the City of Chicago must be actual residents of the City as outlined in 2-152-050 of the City of Chicago Municipal CodeProof of residency will be requiredIf 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 (voice) or 312-744-5035 (TTY)Please be prepared to provide information in support of your reasonable accommodation requestALL REFERENCES TO POLITICAL SPONSORSHIP OR RECOMMENDATION MUST BE OMITTED FROM ANY AND ALL APPLICATION MATERIALS SUBMITTED FOR CITY EMPLOYMENTThe City of Chicago is an Equal Employment Opportunity and Military Friendly EmployerCity of Chicago Brandon Johnson, Mayor Applications for this position will be accepted until 11:
59pm on 1/30/2024 Job Posting :
Jan 17, 2024, 6:
00:
00 AM Closing Date (Period for Applying) - External :
Jan 31, 2024, 5:
59:
00 AM BU :
01 Salary :
$68,940/Annually Pay Basis :
Yearly Recommended Skills Customer Service Technical Support Upgrade Computer Hardware Provide Software Troubleshooting Problem Solving Maintenance Estimated Salary: $20 to $28 per hour based on qualifications.
395058 Description BID/JOB ANNOUNCEMENT SENIOR HELP DESK TECHNICIAN CHICAGO PUBLIC LIBRARY Number of Positions:
1 Starting Salary:
$ 68,940 These positions are open to the general public and to all current city employees covered under the terms of the City's collective bargaining agreement with American Federation of State, County, and Municipal Employees (AFSCME)- BARGAINING UNIT1, 3, 4 & 5IF YOU ARE A CURRENT CITY EMPLOYEE AND WANT TO EXERCISE YOUR CONTRACTUAL RIGHTS TO BID, YOU MUST APPLY ON THE BID ONLY SITE AT:
www.
cityofchicago.
org/CAREERS (Once the website opens, scroll down and click on the button titled Bid Opportunities.
) IN ADDITION, YOU MUST CHECK THE BOX ON THE CAREERS APPLICATION TITLED ALREADY EMPLOYED BY THIS COMPANY, CORRECTLY ENTER YOUR EMPLOYEE ID, AND SELECT THE CORRECT BARGAINING UNITYOU MUST USE THE EMPLOYEE NUMBER FOUND ON THE UPPER LEFT-HAND CORNER OF YOUR PAY CHECK STUB LABELED PAYEE/EMPLOYEE NUMBER.
(NO OTHER FORMAT OR SYSTEM CAN BE USED TO OBTAIN YOUR EMPLOYEE NUMBER)FAILURE TO CHECK THE ALREADY EMPLOYED BY THIS COMPANY BOX, ENTER YOUR EMPLOYEE ID, AND SELECT THE CORRECT BARGAINING UNIT WILL RESULT IN A REJECTED BID APPLICATIONNumber of Positions:
1 Duties:
Responds to calls to the help desk 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 experiencedMonitors 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 malfunctionsResponds 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 mainframe, Oracle, and other software applications on the networkTroubleshoots and resolves a wide range of connectivity, hardware, and software problemsTravels to field sites to independently troubleshoot network problems and resolve hardware and software malfunctions, as requiredCompletes work orders to document work performedInstructs users in the operation of new or upgraded software applicationsSets up computer workstations and peripheral equipment and loads and tests software packages onto PCsMay oversee lower-level staff in resolving user problems at field locationsTroubleshooting software and hardware issues in the field at library locations systemwideAssisting with Help Desk phone supportHandling urgent issues reported through ticket systemAssisting with installation and removal of hardware when facility projects demandHelping staff understand how to make the most of their location's techLOCATION:
Harold Washington Library Center 400 SState Street DAYS OFF:
Two days per week SHIFT:
Monday - Friday 8:
30am - 5:
00pm but may include some Saturdays and Sundays HOURS:
37.
5 hours per week to be scheduled during normal unit hours THIS POSITION IS IN THE CAREER SERVICE Qualifications Graduation from an accredited college or university with a Bachelor's degree in Computer Sciences, Information Technology/Systems, or a directly related field, plus two years of technical support experience, or an equivalent combination of education, training and experienceDisclaimer - Accredited means any nationally or regionally accredited college, university, or law school where the applicant is enrolled in or has completed an Associates, Bachelors, Masters, or Juris Doctorate degree programEducation & Employment Verification- Please be advised that if you are selected to be hired you must provide, upon request, adequate information regarding your educational and employment history as it relates to the qualifications of the position for which you are applyingIf you received your degree internationally, all international transcripts/diploma must be accompanied by a Foreign Credential EvaluationIf the City of Chicago cannot verify this information, any offer extended to you will be withdrawn and you will not be hiredNOTE:
To be considered for this position you must provide information about your educational background and your work experienceYou must include job titles, dates of employment, and specific job duties(If you are a current City employee, Acting Up cannot be considered.
) If you fail to provide this information at the time you submit your application, it will be incomplete and you will not be considered for this positionThere are three ways to provide the information:
1) you may attach a resume; 2) you may paste a resume; or 3) you can complete the online resume fieldsNOTE:
You must provide your transcripts or diploma, professional license, or training certificates at time of processing, if applicableSELECTION REQUIREMENTS This position requires applicants to complete an interviewThe interviewed candidate(s) possessing the qualifications best suited to fulfill the responsibilities of the position will be selectedPreference will be given to candidates possessing the following:
End-user and customer service help desk experienceFamiliarity with Polaris, DeepFreeze and/or ServiceNow Experience working in a public library or working in the public sector Experience supporting a Microsoft Windows environment Evaluation:
Your initial evaluation will be based on information provided on the application form and documents submitted with the applicationApplications must be submitted by the individual applicantNo second party applicants will be acceptedResidency Requirement:
All employees of the City of Chicago must be actual residents of the City as outlined in 2-152-050 of the City of Chicago Municipal CodeProof of residency will be requiredIf 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 (voice) or 312-744-5035 (TTY)Please be prepared to provide information in support of your reasonable accommodation requestALL REFERENCES TO POLITICAL SPONSORSHIP OR RECOMMENDATION MUST BE OMITTED FROM ANY AND ALL APPLICATION MATERIALS SUBMITTED FOR CITY EMPLOYMENTThe City of Chicago is an Equal Employment Opportunity and Military Friendly EmployerCity of Chicago Brandon Johnson, Mayor Applications for this position will be accepted until 11:
59pm on 1/30/2024 Job Posting :
Jan 17, 2024, 6:
00:
00 AM Closing Date (Period for Applying) - External :
Jan 31, 2024, 5:
59:
00 AM BU :
01 Salary :
$68,940/Annually Pay Basis :
Yearly Recommended Skills Customer Service Technical Support Upgrade Computer Hardware Provide Software Troubleshooting Problem Solving Maintenance Estimated Salary: $20 to $28 per hour based on qualifications.
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