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HELPDESK TECHNICIAN
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Reports to: Helpdesk Supervisor Class Code: 1381
Pay grade: 105 FLSA: Exempt
Hourly Wage: $30.55 ~ 36.66
NATURE OF WORK
The role of the City of Rockford, Helpdesk Technician is to provide tier 1 technical support and assistance to end-users within the organization. This involves diagnosing and troubleshooting hardware, software, and network-related issues. The helpdesk technician serves as the first point of contact for users experiencing technical difficulties, ensuring timely and effective problem resolution.
DISTINGUISHING FEATURES
Work involves answering phone calls directed to the helpdesk support call center and managing ticketing queues to either resolve issues or escalate them to the appropriate resources. Provide Level 1 remote support, following knowledge base articles and company documentation to assist users. Additionally, the role gathers information from end users to create or update tickets that need to be escalated to a higher tier of support. Strong customer service and communication skills are essential for this position.
ESSENTIAL FUNCTIONS (These essential duties are only illustrative.)
Serves as the primary liaison between the IT department and end-users, typically acting as the first level of support for technical issues. A strong emphasis is placed on communication and customer service, as helpdesk technicians must explain technical problems in non-technical terms while maintaining a positive user experience and resolving issues efficiently.
Diagnoses and resolves a wide range of hardware, software, and network issues, involving asking relevant questions to gather information and methodically troubleshooting problems to find solutions.
Tracks issues through a ticketing system, creates, updates, and closes support tickets to ensure that all requests are addressed and properly documented.
Handles tier 1 (basic) technical support, escalating complex problems or those requiring specialized knowledge to higher-level support, subject matter experts, or management.
Works in an on-call rotation for after-hours and holiday support to ensure critical services remain operational.
All other duties as assigned.
Maintains reasonable and predictable attendance.
SUPERVISION RECEIVED
Works under the supervision of the Helpdesk Supervisor, Manager or other administrative superior, who reviews work for the effectiveness of services provided, user satisfaction, and results achieved.
SUPERVISION EXERCISED
Supervision is not usually a responsibility of positions of this class. Functional direction may be exercised over other IT staff in connection with various activities. Employees may provide training, technical assistance and advice regarding assigned areas or to less experienced IT staff.
WORKING CONDITIONS & PHYSICAL DEMANDS
Work is essentially sedentary with occasional walking, standing, and bending. Some travel may be required. Work exposes the incumbent to a number of time-sensitive technical issues that require immediate resolution. Computer work requires manual dexterity. Installation or presentation work requires occasional lifting of computer units, monitors, printers and related equipment up to 50 pounds.
SUCCESS FACTORS (KSAs)
Exceptional customer service skills, with a focus on providing a positive user experience.
A strong foundation in IT systems, hardware, software, and networking. Technicians must be comfortable troubleshooting a variety of technical issues and continuously updating their technical knowledge to stay current with new technologies.
The ability to quickly analyze issues, identify related knowledge base articles to assist with resolution, or escalation to tier 2 support.
Excellent communication skills and a customer-first mindset are critical. Helpdesk technicians should be empathetic and patient when interacting with users, ensuring a positive experience even in challenging situations.
The ability to manage multiple tasks and prioritize issues based on urgency and impact. Helpdesk technicians must balance responding to immediate needs with longer-term problem resolution.
Accurately documenting problems, solutions, and escalations in the ticketing system is crucial for tracking progress and ensuring accountability.
The ability to work well with other IT professionals, sharing knowledge and escalating complex issues appropriately.
Skill in using a computer and related equipment.
EDUCATION, TRAINING & EXPERIENCE
Possession of a Bachelor's degree in computer science, information technology or a related field and four years of experience in the field of information technology; or any combination of education, training and experience that demonstrates the above listed knowledge, skills and abilities. Any satisfactory equivalent combination of experience and training which ensures the ability to perform the work may be substituted for the required experience. A+ certification or other industry standard certification preferred.
NECESSARY SPECIAL REQUIREMENTS
Possession of a valid Illinois driver's license.
Professional certification Criminal Justice Information Services (CJIS) is required within one (1) month of employment.
Will require a national background check.
Availability to respond outside of standard working hours as needed.
Residency Requirement:
All employees (except Police and Fire) shall reside anywhere in Winnebago County or anywhere within fifteen (15) miles of the Rockford City Hall within six (6) months of completion of their introductory period, department heads and City Administrator shall live within the municipal boundaries of the City of Rockford within six (6) months of their completion of their introductory period.
Position : 000138101
Type : INTERNAL & EXTERNAL
Location : INFORMATION TECHNOLOGY INTEGRA
Group : EXEMPT NON
Job Class : HELPDESK TECHNICIAN
Posting End : 07/17/2026
Details : BENEFITS
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