Help Desk Technician

GENERAL DESCRIPTION 

Under general supervision, delivers quality customer service to Information Technology customers by providing them with a single point of contact for resolution of computer and network problems or make inquiries; documents all troubleshooting processes and results. 

ESSENTIAL FUNCTIONS 

PROBLEM TRACKING: Responds to questions and requests regarding personal computer-related problems via telephone, e-mail, and personal contact; logs questions and requests regarding personal computer-related problems via call tracking software. Update call tracking software on a regular basis. 

DIAGNOSIS AND TROUBLESHOOTING: Diagnoses end-user personal computer-related problems upon notification; troubleshoots personal computer-related problems by suggesting possible solutions to these problems; teams with an Information Systems Engineer or Systems Analyst if computer-related question or request falls beyond the scope of the Technician’s knowledge or responsibility. 

DOCUMENTATION: Documents aspects of personal computer-related problems, which includes troubleshooting techniques, resolution of problems, and dispatching to other employees. 

COMPUTER HARDWARE INSTALLATION: Installs City provided computers, smart phones, tablets, multi-function copiers, and printers for end-users. 

COMPUTER SOFTWARE INSTALLATION: Determines hardware and licensing requirements for proper installation; installs software on end-user computers. 

INTERNET SERVICES: Troubleshoots internet and remote access issues for end users of the City’s computer network systems. 

MARGINAL FUNCTIONS 

Performs related duties as required. 

KNOWLEDGE, SKILLS AND ABILITIES 

INTERPERSONAL RELATIONSHIPS: High level of skill in maintaining effective working relationships with coworkers and end-users. 

ORAL COMMUNICATION: High level of ability to communicate effectively via telephone and in-person. 

WRITTEN COMMUNICATION: High level of ability to effectively record and document technical information and troubleshooting procedures. 

TROUBLESHOOTING: High level of skill in troubleshooting computer-related problems. 

DECISION MAKING: High level of ability to determine how problems should be solved. 

RECORD KEEPING: Moderate level of ability to maintain accurate and complete records and logs of allocated equipment and problem calls received and acted upon. 

COMPUTER HARDWARE: Working knowledge of computers, smart phones, tablets, multi-function copiers, printers, and network cabling. 

COMPUTER SOFTWARE: Working knowledge of computer software (e.g., Microsoft Word; Microsoft Excel; PowerPoint; Outlook; etc.).

INTERNET SYSTEMS: Working knowledge of City cloud-based systems. 

PHYSICAL REQUIREMENTS 

This position consists of primarily medium work, requiring the incumbent to exert up to 50 pounds of force occasionally, or 20 pounds (or less) of force frequently, in order to lift/carry, push/pull or otherwise move objects. A description of the specific physical requirements associated with this position is maintained on file in the Human Resources office for review upon request. 

MENTAL REQUIREMENTS 

This position uses some training and/or experience to select from a limited number of solutions the most appropriate actions or procedures in performing the job. A description of the specific mental requirements associated with this position is maintained on file in the Human Resources office for review upon request. 

MINIMUM REQUIREMENTS 

High school diploma or GED equivalent. Requires two years or more of college computer courses from a CHEA accredited college or university OR One (1) year of experience in a computer related field. 

PREFERRED QUALIFICATIONS 

The hiring authority may give preference to applicants with two (2) years’ experience as a help desk or PC Analyst or equivalent work, and/or in a customer service-related field. Additional consideration will also be given to advance certification in Windo