Help Desk Technician Job at Enoch Pratt Free Library
Description
The Pratt Library is in search of a talented and motivated Help Desk Technician
The Help Desk Technician will provide one-on-one technical support to customers for personal computers and network system infrastructure equipment. This will include testing, updating, maintaining, and providing training on mainframe client servers and microcomputer software and hardware. The Help Desk Technician will also respond to more complex helpdesk requests. Reports to the Agency IT Supv/Project Manager.
Summary of Duties
The summary of duties listed below is not exhaustive. Additional duties are dependent upon the needs of the hiring department/division.
The summary of duties listed below is not exhaustive. Additional duties are dependent upon the needs of the hiring department/division.
The Help Desk Technician will:
- Provide technical support to in-house customers.
- Install, configure, upgrade and maintain network devices such as workstations, laptops, mobile devices, mainframe printers and scanners.
- Test new software for compatibility with City of Baltimore applications and policies.
- Identify and resolve hardware, software, communications, and networking problems related to end-user computing.
- Schedule and coordinate preventative maintenance on computer and peripheral equipment.
- Perform LAN administration, set up accounts, assign rights, set up user profiles and administer user’s rights at the workstation level.
- Determine best solutions based on the issue and details provided by customers. Walk the customer through the problem-solving process.
- Manage inventory including recording and tagging hardware as it comes in, organize storage space, and provide supervisor with stock levels when needed.
Minimum Qualifications
Graduation from an accredited high school or possession of a GED certificate and four years’ experience in the installation, maintenance and enhancement of microcomputer systems and associated hardware and software components.
Required Knowledge, Skills and Abilities
Knowledge of the installation, maintenance and enhancement of microcomputer systems and mainframe client servers.- Knowledge of the installation, operation, repair, and maintenance of PCs, printers, telecommunication equipment, and associated computer hardware.
- Knowledge of computer software operations, support, and development.
- Skill in the installation, maintenance, and enhancement of microcomputer systems and associated hardware and software components.
- Skill in providing technical support, training and guidance.
- Skill in identifying and resolving hardware and software malfunctions.
- Skill in the development of automation policies, procedures, and standards.
- Skill in troubleshooting computer problems, including problems with network communications, printing and terminal emulation.
- Ability to lead others in the operation and maintenance of computer systems and components.
- Ability to analyze office automations needs.
- Ability to determine the feasibility of automating manual procedures.
- Ability to conduct computer training.
- Ability to operate a variety of computer platforms and operating systems.
- Ability to communicate effectively, both orally and in writing.
Supplemental Information
Position of Trust
Those under final consideration for appointment will be required to authorize the release of and successfully complete a criminal conviction check.
LEAVE BENEFITS (Full-time Permanent Employees Only)
Sick Leave
Employees accrue sick leave if in pay status at any time during the payroll period containing the employee's monthly anniversary date. Employees are credited with 1 day of sick leave for each completed full month of active service.
Vacation Leave
Employees accrue vacation leave based upon classification grade.
Employees earn vacation leave for each completed month of active service according to the below schedule. Unused vacation leave may be carried over to the next year, subject to limits determined by union (unrepresented) affiliation.
Earned Vacation
Classification Grade
Days per Year
69-71
12
72-75
15
77 and Above
20
Personal Leave
Employees are front-loaded 3 or 4 personal leave days as determined by union (unrepresented) affiliation.
HEALTH BENEFITS (Full-time Employees Only)
New employees have
45 days from date of hire to enroll into the Baltimore City group medical, prescription drug, dental, vision, optional life & AD&D and FSA (health and dependent) plans. Failure to enroll within this timeframe will forfeit benefit eligibility until the next open enrollment period. (Qualified life events may permit exceptions).
Medical Insurance
Employees may select from a selection of medical plans. Employees and the City of Baltimore share the cost for medical coverage monthly premiums. Medical coverage is effective on the first day of the month following completion of 30 days of service.
Prescription Drug
Prescription Drug coverage allows members to receive a 30-day supply at a local participating pharmacy or a 90-day supply at mail order. In either case the employee will pay a co-pay at the time of service. Prescription drug coverage is effective on the first day of the month following completion of 30 days of service.
Dental Insurance
The City offers two dental plans through Delta Dental. The Delta Dental USA (DHMO) is provided at no cost to benefits eligible employees. Covered services are available with a small co-payment when using in-networks dentists. A Dental buy-up option (DPPO) is also available under the Delta Dental Plan. The premium for the dental buy-up (DPPO) shared by the City of Baltimore and the employee. Dental coverage is effective on the first day of the month following completion of 30 days of service.
Vision Coverage
Vision coverage is available at no cost to benefit-eligible employees. Coverage includes an eye exam and one pair of eye glasses/contact lenses every two years. Vision coverage is effective on the first of the month following completion of 30 days of service.
Additional Life & AD&D
Additional Term Life and Accidental Death and Dismemberment (AD&D) coverage is available to benefit-eligible employees and is paid completely by the employee. Coverage is effective on the first pay date of premium deduction (if actively at work).
Basic Life & AD&D
Basic Term Life and Accidental Death and Dismemberment (AD&D) coverage is provided at no cost to benefit-eligible employees. Coverage is effective following completion of one year of service.
Flexible Spending Accounts
The City offers two Flexible Spending Account Plans (FSA), Health Care FSA and Dependent Care FSA. Employees may save pre-tax dollars for reimbursement of eligible health care and dependent care expenses incurred. The Health Care FSA includes a debit card program for eligible medical expenses. The FSA plans are administered by Vantagen, LLC. Payroll deductions begin within two pay periods of employment.
Additional Benefits Information
Additional information about the benefits provided to employees by the City of Baltimore can be found on the City's enrollment website: https://www.baltimorecity.essbenefits.com/essenroll.asp. To access the website you will need to log into with your SSN and your 4-digit PIN (which is your 2-digit month and 2-digit date of birth), example, if your birthday was January 17, your PIN would be 0117.
Employee Assistance Plan (EAP)
Employees experiencing personal problems that may be affecting their job performance and quality of life may utilize the confidential Employee Assistance Program (EAP). Through counseling and referral services, the EAP offers an opportunity to make positive changes in life which can reflect positively on work performance and improve their quality of life. Services are FREE to city employees.
RETIREMENT PLANS
All full-time employees are required to enroll into one of two retirement systems. Which retirement system you are required to enroll into is based upon your job classification and job description. Some part-time employees are required to enroll into the Maryland State Retirement System.
Maryland State Retirement - requires a mandatory 7% deduction of salary before taxes and employees are considered vested after 10 years. For more information, visit their website at: www.sra.state.md.us
Baltimore City Retirement – currently requires a 3% deduction of salary before taxes. Employees are vested after 11 years. For more information, visit their website at: www.bcers.org
OTHER BENEFITS
Municipal Employee Credit Union (MECU)
Baltimore City employees and their family may join Municipal Employee Credit Union (MECU) to utilize various financial services offered immediately upon hire.
Direct Deposit
Employees may elect to have their pay deposited directly into their bank or credit union accounts at any time throughout employment. Once in effect a deposit advice is produced for each pay period.
Holidays
New Year's Day Martin Luther King Jr's Birthday
President's Day Good Friday
President's Day Good Friday
Memorial Day Independence Day
Labor Day Veterans Day
Thanksgiving Day Christmas Day
Receiving this information is not a guarantee of future or continued employment or benefits. Baltimore City Government reserves the right to terminate or change any plan at any time.
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