Information Technology Department
City of Kansas City, Missouri

This position provides quality support to IT users, employing a high degree of customer service, technical expertise, and timeliness. Provides first-level assistance for defined problems; escalates trouble tickets as necessary to higher level staff. Has frequent interactions with customers; therefore, must be effective in interpersonal communication and problem solving. Uses a high degree of patience and problem management techniques to solve problems. Follows through on resolution with users. Adheres to established standards in resolving problems.

Examples of Job Responsibilities

• Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity
• Enhance and develop quality support methods and communication skills
• Assist in the resolution of user and support issues among City sites to ensure timely distribution of knowledge and positive impact on user satisfaction
• Research, resolve, and respond to questions received via telephone calls, email, and callbacks in a timely manner, in accordance with standards
• Escalate problems to appropriate individual based on established guidelines and procedures
• Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers
• Attend training sessions
• Participate in team projects that enhance the quality or efficiency of help desk service
• Assist in special product-related issues as needed
• Develop business and technical writing skills

Preferred Skills and Knowledge

• Excellent customer service and interpersonal skills; telephone etiquette
• Ability to use customer service standards and follow guidelines, as well as to help others interpret policy
• Understanding of ACD system and trouble ticket process
• Excellent organizational skills
• Oral and written communication skills (technical and non-technical)
• Demonstrated problem-solving skills
• Ability to maintain a high level of client trust and confidence in the group's knowledge of and concern for clients' needs
• Broad range of telecommunications, network, and desktop knowledge is highly desirable, including experience in:
  • Telecommunications: PBX, voice mail, and peripheral devices
  • OS/applications: Novell NetWare 3.1 (4.1 preferred), AIX, OS/2, cc:Mail, Lotus Notes
  • Desktop: Windows NT, Windows 2000, Microsoft Office Suite, Lotus Notes, Microsoft Exchange, Microsoft Explorer, McAfee,

Working Relationships

Internal:

• Reports to Manager - (Help Desk)
• Communicates frequently with end users, help desk peers, and managers; client interaction is key to managing expectations, assessing needs, and customizing services
• Has frequent contact with the user community
• Has frequent interaction with development and operations staff as facilitator and client problem solver