City of Kennesaw
City Information Systems Support
Assists in the support of city information systems including the helpdesk with the tickets that are generated on the daily, workstations, network electronics, cabling, and software. Provides training, information, and technical support to the operating departments in the use and maintenance of the workstations, software, printers, and peripherals. The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned. Investigate, analyze, and resolve complex support requests with internal employees of the City of Kennesaw via phone, email, chat, and remote control/assist software. Take ownership of the employee issue to resolution. Document session notes and complaints in appropriate systems. Provide fast responses and always maintain a high level of professionalism. Support multiple products. Perform other duties or special projects as assigned. Monitor, process, and complete incoming tickets from city employees. Administer AV systems for council meetings one night per week. Perform other related duties as assigned. Knowledge, Skills, and Abilities: Requires strong interpersonal phone and email skills and a strong customer focus resolving and troubleshooting customer issues. Ability to troubleshoot equipment by phone and solving application problems with the end user that may or may not be comfortable using a computer. Ability to operate in a fast-paced environment. Skill in strong phone contact handling skills and active listening. Ability to multi-task, prioritize, and manage time effectively. Ability to recognize and adhere to SLA's. Ability to analyze requests and incidents for issues or problems and escalate in a timely manner. Ability to work with high-level management such as chiefs of staff and directors. Ability to diagnose and correct problems associated with the use of the Internet, personal computers, and end user software. Ability to train city personnel in the use of the end user information systems. Ability to communicate technical information in a non-technical manner and to work effectively with users with varying levels of expertise. Ability to develop end user documentation. Ability to analyze situations fully and accurately, present alternative solutions and recommend an effective course of action. Ability to plan and organize work to meet schedules and timelines. Ability to maintain current knowledge of new trends, forecasts, and technology. Ability to work independently with minimal supervision. Ability to apply common sense understanding to solve practical problems and deal with a variety of abstract and concrete variables in situations where only limited standardization exists. Ability to interpret and apply a variety of instructions furnished in written, oral, diagram or schedule form. Ability to be actively involved in professional organizations and associations that provide a broad base of contacts in the information systems and technology industry. Ability to maintain an understanding of the importance of involving other city departments in the process and involving them when applicable. Requirements
Minimum Qualifications: High School Diploma or equivalent and 2+ years of experience at least 1-2 years of which includes working in a Call Center or helpdesk setting; Associates or Bachelor's degree in Information Systems, Information Technology, Computer Science, or related field preferred; (2) years of experience in advanced troubleshooting and installation of computer software/hardware and remote desktop solutions via help desk, or phone support in a technical-related field. ADA Requirements: Individuals applying for the posted position must be able to perform the essential functions of the position with or without a reasonable accommodation. Physical Requirements: This position classifies the physical exertion requirements as sedentary work involving lifting no more than 10 pounds at a time and occasionally lifting or carrying articles like docket files, ledgers, and small tools. Although a sedentary job is defined as one which involves sitting, a certain amount of walking and standing is often necessary in carrying out job duties. Jobs are sedentary if walking and standing are required occasionally, and other sedentary criteria are met. Environmental Factors: Essential functions are regularly performed without exposure to adverse environmental conditions. Benefits
The City of Kennesaw provides the following group benefits to eligible employees: comprehensive medical, dental, and vision insurance with HSA and FSA options (includes employer contribution to HSA plans); life and AD&D insurance for employee and dependent(s); employer paid short and long-term disability insurance for employee; accrued vacation and sick leave (with option to sell back); tuition reimbursement program (employer pays 70%); 12 paid holidays; 2 paid personal days; longevity pay bonuses (after every 5 years); 1% employer contribution on first 2% of employee contribution toward a 457 deferred compensation plan; 4% employee contribution toward a defined benefit pension plan (vested after 10 years); wellness benefits such as flu shots and biometric screenings (includes discounted gym memberships through Cigna's Active and Fit Program)
Assists in the support of city information systems including the helpdesk with the tickets that are generated on the daily, workstations, network electronics, cabling, and software. Provides training, information, and technical support to the operating departments in the use and maintenance of the workstations, software, printers, and peripherals. The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned. Investigate, analyze, and resolve complex support requests with internal employees of the City of Kennesaw via phone, email, chat, and remote control/assist software. Take ownership of the employee issue to resolution. Document session notes and complaints in appropriate systems. Provide fast responses and always maintain a high level of professionalism. Support multiple products. Perform other duties or special projects as assigned. Monitor, process, and complete incoming tickets from city employees. Administer AV systems for council meetings one night per week. Perform other related duties as assigned. Knowledge, Skills, and Abilities: Requires strong interpersonal phone and email skills and a strong customer focus resolving and troubleshooting customer issues. Ability to troubleshoot equipment by phone and solving application problems with the end user that may or may not be comfortable using a computer. Ability to operate in a fast-paced environment. Skill in strong phone contact handling skills and active listening. Ability to multi-task, prioritize, and manage time effectively. Ability to recognize and adhere to SLA's. Ability to analyze requests and incidents for issues or problems and escalate in a timely manner. Ability to work with high-level management such as chiefs of staff and directors. Ability to diagnose and correct problems associated with the use of the Internet, personal computers, and end user software. Ability to train city personnel in the use of the end user information systems. Ability to communicate technical information in a non-technical manner and to work effectively with users with varying levels of expertise. Ability to develop end user documentation. Ability to analyze situations fully and accurately, present alternative solutions and recommend an effective course of action. Ability to plan and organize work to meet schedules and timelines. Ability to maintain current knowledge of new trends, forecasts, and technology. Ability to work independently with minimal supervision. Ability to apply common sense understanding to solve practical problems and deal with a variety of abstract and concrete variables in situations where only limited standardization exists. Ability to interpret and apply a variety of instructions furnished in written, oral, diagram or schedule form. Ability to be actively involved in professional organizations and associations that provide a broad base of contacts in the information systems and technology industry. Ability to maintain an understanding of the importance of involving other city departments in the process and involving them when applicable. Requirements
Minimum Qualifications: High School Diploma or equivalent and 2+ years of experience at least 1-2 years of which includes working in a Call Center or helpdesk setting; Associates or Bachelor's degree in Information Systems, Information Technology, Computer Science, or related field preferred; (2) years of experience in advanced troubleshooting and installation of computer software/hardware and remote desktop solutions via help desk, or phone support in a technical-related field. ADA Requirements: Individuals applying for the posted position must be able to perform the essential functions of the position with or without a reasonable accommodation. Physical Requirements: This position classifies the physical exertion requirements as sedentary work involving lifting no more than 10 pounds at a time and occasionally lifting or carrying articles like docket files, ledgers, and small tools. Although a sedentary job is defined as one which involves sitting, a certain amount of walking and standing is often necessary in carrying out job duties. Jobs are sedentary if walking and standing are required occasionally, and other sedentary criteria are met. Environmental Factors: Essential functions are regularly performed without exposure to adverse environmental conditions. Benefits
The City of Kennesaw provides the following group benefits to eligible employees: comprehensive medical, dental, and vision insurance with HSA and FSA options (includes employer contribution to HSA plans); life and AD&D insurance for employee and dependent(s); employer paid short and long-term disability insurance for employee; accrued vacation and sick leave (with option to sell back); tuition reimbursement program (employer pays 70%); 12 paid holidays; 2 paid personal days; longevity pay bonuses (after every 5 years); 1% employer contribution on first 2% of employee contribution toward a 457 deferred compensation plan; 4% employee contribution toward a defined benefit pension plan (vested after 10 years); wellness benefits such as flu shots and biometric screenings (includes discounted gym memberships through Cigna's Active and Fit Program)