Help Desk Technician

Summary Objective

The purpose of this position is to provide technical support and assistance to end-users, ensuring the smooth operation of agency-wide IT systems, and contributing to the overall efficiency of the organization.

This class works independently, under limited supervision, reporting major activities through periodic meetings.

The essential functions listed below are those that represent the majority of the time spent working in this class. Management may assign additional functions related to the type of work of the class as necessary.

• Respond to user inquiries and provide technical support via phone, email, or in person.
• Troubleshoot hardware, software, and network issues to resolution.
• Assist users in setting up and configuring new equipment and software.
• Monitor and maintain the health of IT systems, including servers, networks, and workstations.
• Install, configure, and update software applications.
• Administer user accounts, permissions, and access rights.
• Prioritize, track, and manage support requests using a ticketing system.
• Escalate issues to the appropriate IT personnel when necessary.
• Ensure timely resolution of technical problems to minimize downtime.
• Create and maintain documentation for IT systems, procedures, and configurations.
• Develop user guides and FAQs to facilitate self-help among end-users.
• Implement and enforce IT security policies and procedures.
• Ensure compliance with data protection regulations and industry standards.
• Collaborate with other IT team members to resolve complex issues.
• Provide training and support to end-users to enhance their technical skills.
• Performs related work as assigned.

MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS

• High School Graduation or GED equivalent.
• One (1) year of experience in computer science or information technology or an equivalent combination of education, training and experience.

PHYSICAL DEMANDS

Physical demands refer to the requirements for physical exertion and coordination of limb and body movement.

• Performs sedentary work that involves walking or standing some of the time and involves exerting up to 10 pounds of force on a regular and recurring basis or sustained keyboard operations.

UNAVOIDABLE HAZARDS (WORK ENVIRONMENT)

Unavoidable hazards refer to the job conditions that may lead to injury or health hazards even though precautions have been taken.

• None.

SPECIAL CERTIFICATIONS AND LICENSES

• None.

AMERICANS WITH DISABILITIES ACT COMPLIANCE

Louisville Metro Government is an Equal Opportunity Employer. ADA requires the Louisville Metro Government to provide reasonable accommodations to qualified persons with disabilities. Prospective and current employees are encouraged to discuss ADA accommodations with management.

STANDARD CLAUSES

May be required to work nights, weekends, holidays and emergencies (man-made or natural) to meet the business needs of Louisville Metro Government.

This job description is not designed to cover or contain a comprehensive listing of essential functions and responsibilities that are required of an employee for this job. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.

ESSENTIAL SAFETY FUNCTIONS

It is the responsibility of each employee to comply with established policies, procedures and safe work practices. Each employee must follow safety training and instructions provided by their supervisor. Each employee must also properly wear and maintain all personal protective equipment required for their job. Finally, each employee must immediately report any unsafe work practices or unsafe conditions as well as any on-the-job injury or illnesses.

Every manager/supervisor is responsible for enforcing all safety rules and regulations. In addition, they are responsible for ensuring that a safe work environment is maintained, safe work practices are followed and employees are properly trained.

Louisville Metro Government is committed to providing our employees with the tools they need to lead a fit and healthy life. Aside from community-wide initiatives like the Mayor's Hike, Bike and Paddle event every Memorial Day and Labor Day, and the Healthy Hometown Movement, Metro Government provides employees with programs designed to enhance their life and well-being, like a Wellness Center that allows employees and their dependents with Metro health insurance to take care of their basic medical and health needs for a $5 co-pay. Louisville Metro Government understands that a team of healthy, vibrant employees is the greatest asset we have.

Full Time Regular

• Medical
• Dental
• Vision
• Group Term Life
• Supplemental Life
• Accidental Death & Dismemberment
• Sick Leave
• Vacation
• Holiday Pay
• Bereavement Leave
• Kentucky Public Pensions Authority
• 457 Deferred Comp
• Voluntary Lifestyle Benefits
• Tuition Assistance
• Qualified Adult Benefits
• Childcare Assistance
• Free TARC Use
• Paid Parental Leave

Part Time – 17.5 to 25 Hours Per Week

• Vacation (pro rata)
• Sick Leave (pro rata)
• Holiday Pay (pro rata)

Part Time – Less Than 17.5 Hours Per Week

• Ineligible For Benefits

Temporary Positions

• Ineligible For Benefits

Interns

• Ineligible For Benefits