IT Help Desk Support

BOROUGH OF CHAMBERSBURG POSITION OPENING CLASSIFICATION IT Help Desk Support GRADE Non Exempt Non Bargaining Grade 55 STARTING RANGE OF PAY 1956 2201 DOE PLACE OF WORK City Hall Campus 100 S Second St HOURS OF WORK Generally 800 AM 500 PM Monday through Friday Note This is not a remote position POSITION SUMMARY This position is responsible for support of all Information Technology IT activities within the Borough including but not limited to providing problem analysis and resolution for desktop office and phone applications; providing training in new and existing desktop office and phone products The IT Help Desk Support will represent IT in a responsive and professional manner Serves as the main contact person for all of the boroughs computer networks and related equipment when it comes to troubleshooting a problem Monitors incoming phone calls and emails and provides technical support and assistance related to the Boroughs computer systems hardware software and related equipment Serve as first tier support and have the ability to advance the ticket to a second tier level technician Employees in this class perform a wide range of technical duties which follow prescribed methods and procedures Must be able to troubleshoot and operate a wide variety of computer equipment ranging from computer peripherals to personal computers to networks and related equipment Must be able to teach individuals of varying technical and non technical backgrounds the proper use of their computer equipment Work is performed independently with general instructions received from the IT Supervisor and others in the IT department as required ESSENTIAL FUNCTIONS Provide technical support to all users through various forms of communication; Provides end user support for desktop applications including word processing spreadsheets data base applications electronic messaging scheduling and related software products; Inputs detailed tickets and escalates tickets when needed; Troubleshoot a wide array of technical hardware and software issues; Install and maintain software to support business needs; Responds to service requests in a timely and professional manner and communicates with the requester regarding the status of the request Shows a sense of urgency in resolving issues and provides the highest level of customer support; Establishes and maintains customer relations with users from other departments; Communicates regularly with customers; Educates employees how to operate new software and hardware; Innovatively seeks solutions to stated problems; Update content on Boroughs websites; Provides basic end user education on operation of desktop applications; Performs other related duties as assigned or directed REQUIRED COMPETENCIES KNOWLEDGE SKILLS AND ABILITIES Thorough knowledge of effective and efficient PC operations In addition the incumbent must possess a thorough knowledge of networking and integrated computer systems and skills which result in the integration of a large number of personal computers into one system An effective working knowledge of computer hardware software and operating systems is also required; Ability to problem solve troubleshoot and think outside the box when problems arise over many different systems Ability to see a high level view to a finite view of operations and vice versa; Strong working knowledge of Microsoft Office Word Excel Access and Outlook software programs for word processing spreadsheets database applications and electronic mail functions Ability to write and keep records and reports electronically; Ability to learn and follow Borough policies rules procedures and regulations; Must possess excellent communication interpersonal and customer service skills to communicate effectively in a professional manner; Ability to understand and carry out verbal and written instructions successfully; Ability to read and write at the level required to successfully perform the essential functions of the job; Must possess the ability to work independently with little supervision in a team environment; Must be able to maintain information in the highest confidence and have considerable ability to remain calm and effective under stress; Considerable ability to handle diverse and multiple tasks simultaneously; Considerable ability to work within a fast paced environment; Exercises sound professional judgment in the analysis of user problems in order to decide proper level of maintenance required to solve problem; The ability to work well with others even in high stress situations including fellow employees government officials contractors and the public QUALIFICATIONS Education Completion of high school or GED is required Preferred A two year related college degree or at least two years of formal technical training in a college or technical school in a specialized relevant program is required Experience Prior IT help desk support experience Any combination of education and experience that would be equal to two or more years of help desk support WORK AUTHORIZATIONSECURITY CLEARANCES Must be legally authorized to work in the United States and maintain required clearances to hold a position at the Chambersburg Borough ADDITIONAL ELIGIBILITY REQUIREMENTS Incumbent must have and maintain a valid motor vehicles license 3 years clean driving history and be insurable in the independent opinion of the Boroughs motor vehicle insurance underwriter in order to remain eligible for this position Must reside within forty five 45 driving miles of the corporate limits of the Borough of Chambersburg within one 1 year of the hire date as their bona fide primary residence and continue to reside within that area while employed Position Progression In order for the employee to progress from IT Help Desk Support to IT Desktop Support a junior level position and second tier technical support they must possess and successfully demonstrate and apply the required education competencies and benchmarks for the junior level support position In compliance with the Americans with Disabilities Act the Employer will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective employees and incumbents to discuss potential accommodations with the Employer WORK ENVIRONMENT The work environment characteristics described here are representative of those the employee encounters while performing the essential functions of this position Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions The employee primarily works in an office environment which subjects the employee to common internal exposures Work may be performed alone or with a team with frequent interruptions requiring the employee to respond to requests from both internal and external stakeholders PHYSICAL REQUIREMENTS The physical demands here are representative of those that must be met by an employee to successfully perform the essential functions of the position Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions Ability to sit for up to 4 8 hours per workday to carry out essential job duties; The employee must have the ability to communicate clearly and effectively both verbally and in writing to all stakeholders within the departments scope of accountability in an understandable manner; Ability to occasionally bendstoop squat crawl climb reach above shoulder level crouch kneel lift and pushpull to manipulate computer equipment; Ability to lift move andor carry up to 25 pounds frequently and lift move andor carry up to 75 pounds occasionally for manipulation of computer equipment; Ability to use hands for repetitive actions such as simple grasping firm grasping and fine manipulation of tools and equipment; Ability to work hours outside the range of the regular schedule as needed including on stand by; Must possess the ability to record convey and present information explain procedures and follow instructions; Must be able to make quick precise adjustments to machine controls; see differences between colors shades and brightness; and hear sounds and recognize the difference between them; Operates vehicles when needed; Must demonstrate emotional stability pay close attention to details and concentrate on work; Must be able to cope with the physical and mental stress of the position; Ability to work in a computer room which contains noisy and moving machinery TRAVEL REQUIRED None AFFIRMATIVE ACTIONEEO STATEMENT It is the policy of the Borough of Chambersburg to provide fair and equal employment opportunities to all applicants for employment Applicants are recruited selected and hired on the basis of individual merit and ability and without discrimination because of race color religion sex sexual preference age handicap disability veteran status national origin or any other trait protected by Pennsylvania or federal law NOTE This description is the present overview of the job is subject to change by the employer and is to be used as a temporary management guide to performance If interested please apply online Up to date resumes are recommended Please contact Sophia Suarez in the Personnel Office at 717 251 2462 Posted Wednesday February 18 2026 Deadline to Apply Wednesday March 4 2026 5PM