Department: Information Technology
Union: AFSCME 2859, White Collar Clerical Grade/Level: C
Closing Date: OPEN UNTIL FILLED
The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
POSITION SUMMARY
The Level I Help Desk Technician provides frontline technical support for Township staff, assisting with basic hardware, software, and network issues. This entry-level role is responsible for responding to service requests, setting up and maintaining user devices, and assisting with website and cable station content updates.
SUPERVISION RECEIVED
Works under the direct supervision of the Director of Information Technology.
ESSENTIAL FUNCTIONS
• Respond to incoming helpdesk requests via phone, email, and ticketing system; troubleshoot and document technical issues and escalate as needed.
• Set up, install, and configure desktop computers, laptops, monitors, printers, scanners, and other peripherals.
• Perform routine troubleshooting for Microsoft Windows operating systems, Microsoft 365 applications, and basic network connectivity issues.
• Provide entry-level support for Township LAN/WAN, including monitoring of backups and reporting basic connectivity issues.
• Support account setup and basic user access management in Active Directory.
• Assist with website and Cable TV content updates and routine postings as requested.
• Maintain departmental filing system, manage incoming and outgoing mail, and support documentation tracking for software licenses and purchases.
• Help maintain inventory of technology equipment.
• Assist Township staff in creating or editing documents, spreadsheets, and presentations.
• Provide technical assistance for the Township’s cable station and video posting systems.
• Participate in after-hours support on an as-needed basis for critical issues or maintenance tasks.
• Perform other related duties as assigned or required.
KNOWLEDGE, SKILLS AND ABILITIES
• Familiarity with Microsoft Windows Server (2016/2019/2022), Microsoft Windows 10/11, Microsoft 365 apps (SharePoint, Word, Excel, Outlook, Teams, etc), and supporting end-user devices in a networked environment.
• Basic understanding of computer hardware including desktops, laptops, printers, scanners, and peripherals.
• Exposure to Windows Server environments and Active Directory concepts, including user account management.
• Ability to assist with the setup and installation of PCs, monitors, printers, and related IT equipment.
• Understanding of basic networking concepts such as IP addressing, Wi-Fi connectivity, and Ethernet cabling.
• Experience with help desk ticketing systems and the ability to log, track, and escalate support requests.
• Awareness of cybersecurity fundamentals such as strong password policies and identifying phishing attempts.
• Must possess organizational skills, be a self-starter with the ability to work independently as well as with others and possess an excellent telephone demeanor.
• Demonstrate interest in developing technical knowledge and acquiring new IT skills.
• Ability to communicate clearly and professionally with end users and provide basic troubleshooting support.
• Demonstrated ability to work independently and collaboratively while maintaining confidentiality and security of Township data.
MINIMUM QUALIFICATIONS
Education:
• Graduation from a high school or GED equivalent.
Experience:
• Minimum of one (1) year experience in a technical support or helpdesk environment, OR
• Completion of a relevant technical training or certification program.
• Experience in Municipal Technology Departments preferred.
Special Requirements:
• Must possess and maintain valid NJ state driver’s license.
TOOLS AND EQUIPMENT USED
• Windows 10/11 and Microsoft 365 (Outlook, Word, Excel, Teams)
• Helpdesk software/ticketing systems
• Basic networking tools and equipment (Ethernet, switches)
• Cable station video management software
• Website content management systems
• Standard office equipment and filing systems
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The work is generally performed in an office environment.
• The noise level in the work environment is usually quiet to moderately quiet.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
• While performing the duties of this job the employee is frequently required to sit and talk and hear. The employee is frequently required to use hands to operate, handle, or feel objects, tools, or controls; and reach with hands and arms. The employee is occasionally required to walk and stand; bend and twist; crawl and/or work in cramped spaces (e.g., under desks) during the installation or troubleshooting of PC's, printers, and associated equipment.
• The employee must occasionally lift and/or move up to 75 pounds.
• Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus, such as to work on computers.
• The ability to travel to other municipal buildings is required.
• The position may require the individual to sometimes work irregular or extended work hours and meet multiple demands from several people.
Applications available on the Township website:www.franklintwpnj.org
ALL QUALIFIED APPLICANTS WILL RECEIVE CONSIDERATION FOR EMPLOYMENT WITHOUT REGARD TO RACE, COLOR, RELIGION, GENDER, GENDER IDENTITY OR EXPRESSION, SEXUAL ORIENTATION, NATIONAL ORIGIN, GENETICS, DISABILITY, AGE OR VETERAN STATUS.
THE TOWNSHIP OF FRANKLIN IS A DRUG FREE WORKPLACE.
Effective September 1, 2011, all employees of NJ State, County and Local government must reside in the State of New Jersey unless exempted under law.
