Help Desk Coordinator (Information Technology)

Posted: 02/28/2021

VILLAGE OF SCHAUMBURG

Human Resources Department

101 Schaumburg Court

Schaumburg, IL 60193

http://www.schaumburg.com/

 

The Village of Schaumburg is a thriving community of 75,936 residents located 12 miles west of O’Hare International Airport and approximately 26 miles northwest of the City of Chicago.  The community is the base of the second largest concentration of retail, office and commercial activity in the state of Illinois. Of special distinction, the village was recently named one of the "Top Ten Best Places to Live" by Money Magazine, is ranked No. 5 overall in WalletHub's "Best Illinois Cities for Jobs" and, for the fifth year in a row, received the Distinguished Budget Presentation Award from the Government Finance Officers Association (GFOA) for meeting the highest principles of governmental budgeting.

 

The village employs approximately 600 employees in a variety of departments within the organization, such as police, fire, public works, engineering, finance, human resources, cultural services, community development, information technology, and transportation.  Our employees work to serve the residents and strive to make Schaumburg the best community it can be.

 

NOW ACCEPTING APPLICATIONS FOR THE POSITION OF:

Help Desk Coordinator (Information Technology)  -  Interested candidates are encouraged to apply as soon as possible.  Interviews will be conducted as applications are received.  This position will remain open until filled.

 

STARTING PAY RATE:  $25.69 - $29.05 per hour based on a 40-hour work week.  Salary dependent on qualifications.  The salary range for this position is $25.69 - $39.15. This position is represented by a union; you may refer to the AFSCME collective bargaining agreement available on our website.

 

Please attach as part of your application all necessary documents verifying that you meet the minimum qualifications for the position.

 

JOB SUMMARY:

The Helpdesk Coordinator is responsible for providing Tier 1 support and will manage the technical service request function. This role will be the initial point of contact for most end-user issues via phone and will attempt first contact ticket closure. If initial issue resolution is not possible, they will assign tickets to appropriate IT resources.  

 

The position typically involves regular shifts with weekends off.  There will be an on-call status during off hours and days in the case of emergency situations to which response will be expected.

 

To succeed in this role applicants will need to effectively and clearly communicate to a full range of people.  We are looking to add a team member capable of finding solutions and processing change efficiently, while prioritizing requests and responsibilities with accurateness.

 

QUALIFICATIONS:

  1. Associates Degree in related field.
  2. A minimum of three years of experience in Microsoft technologies along with intermediate knowledge of hardware and software support of end-users in a network environment.
  3. Possession of a valid driver's license with the ability to drive a personal or public vehicle to different Village locations to perform work and/or to transport equipment. 
  4. Proficient with current computer software systems, including email, calendar programs, job specific software, and customer service systems preferred or prior to completion of the trial period.

 

Knowledge of Microsoft family products (Windows Desktop, Server, and Office), PC components and accessories, and various Internet browsers. Ability to learn and perform specialized technical operations relating to the introduction of new hardware and software solutions. Provide strong customer service to internal and external users in a technical environment. Excellent analytical and communications skills required. Troubleshooting skills a must.

 

WORKING CONDITIONS/PHYSICAL REQUIREMENTS:

  1. Ability to communicate effectively verbally and in writing.
  2. Ability to analyze and effectively reason and resolve problem situations.
  3. Ability to lift 20 - 30 pounds on a frequent basis.

 

BENEFITS:

The Village of Schaumburg has a competitive benefit package which includes: flexible benefit Section 125 plan including health, dental, vision, and life insurance as well as medical and dependent care flexible spending accounts, a retirement plan through the Illinois Municipal Retirement Fund, paid holidays, paid vacation, sick leave, tuition reimbursement, and more.

 

SELECTION PROCESS:

Candidate screening process may consist of an application review, skills testing, employability assessment, interviews, reference checks, and other job-related testing or verifications.  Chosen candidates will be subject to a background and criminal history investigation, and qualifying pre-employment medical examination and drug screen.

 

THE VILLAGE OF SCHAUMBURG IS AN EQUAL OPPORTUNITY EMPLOYER

 

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