The City of Watertown seeks an individual for the Helpdesk Technician position in the Information Technology Department. Under the general direction of the Chief Information Officer, this position will be responsible for providing basic hardware, software, and network support and troubleshooting for City of Watertown users in City Hall and off-site departments. This position will communicate with users via a helpdesk system and/or in-person, phone, chat, and email to assess the scope of issues and determine what, if any, resolution steps users have performed. This position is responsible for monitoring and timely resolution of helpdesk tickets.

Job Environment /Physical requirement: Access equipment by pushing, pulling, lifting, or grasping. Typing. Work requires exerting up to 20 pounds of force occasionally and/or up to ten pounds to move objects. Ability to sit for long periods of time and ability to travel to various sites to provide user support. Visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal and extensive reading.

Knowledge & Ability: Ability to conduct research into complex technical issues and products as required. Ability to remain current with technology by reading documentation, utilizing online Knowledgebases and community forums, and attending user group meetings. Ability to communicate effectively both verbally and in writing with staff at all levels of the organization. Ability to develop and maintain positive relationships with city and school officials, community organizations and the public. Ability to work a flexible schedule and remote work, which may include evenings, weekends, etc. to ensure organizational needs are met. Proficiency with Microsoft Windows and Office. Understanding of basic networking concepts. Excellent troubleshooting skills. Ability to explain technical problems to nontechnical employees.

Required Minimum Qualifications: HS Diploma or GED, Technical associate degree or higher is preferred. 1 – 3 years of information technology work experience or in a related field. Strong background and interest in technology.

SALARY: $66,041.00 to $74,331.00 annually, plus excellent benefits

To Apply: Candidates must submit a resume and/or cover letter, email to recruiting@watertown-ma.gov, fax: 1-617-923-8195, to be considered. We encourage applicants to review our other opportunities at https://watertown-ma.gov/253/City-Employment-Opportunities

Application deadline: Open until filled.
 
AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER