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- Help Desk Technician
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Help Desk Technician
Posting Number: 0002124
Location: District Office
Salary: $68,724-83,736 per year
Position Definition:
To assist users of all skill levels with a wide variety of questions or issues regarding telephone, computer hardware and software operation; to serve as the primary user/customer contact and liaison between end users and Information Technology staff regarding voice and data technology; and to maintain a database of work requests and problem resolutions.
Distinguishing Characteristics:
Examples of Duties/Essential Functions:
Duties may include, but are not limited to, the following:
Troubleshoots basic network and computer problems, general Internet and application issues for users in person, via e-mail, phone, online chat sessions or other relevant means.
Recommends or performs minor remedial actions to correct routine problems based on knowledge of systems operation.
Explains installation, modification, and instruction of minor repairs to hardware and software systems.
Performs basic configuration of telephone, such as assigning extensions and creating and modifying voicemail boxes.
Researches inquiries using available resources; escalates user problems to a specific technology staff member or supervisor as needed.
Records user issues and performs follow-up of status.
Provides assistance to other Technology staff.
Compiles and publishes statistical information regarding Help Desk functions on a regular basis.
Logs all Help Desk interactions by building and maintains a database of work requests with documentation for future inquiries; prepares activity reports.
Answers inquiries and resolves basic hardware and software problems by walking user through simple procedures and processes for resolution of software, LAN, PC, and telephone difficulties.
Coordinates on-site technical support for emergency status calls when software and/or equipment failures occur.
Notifies users of major network or application software system difficulties and provides users with status updates of estimated down time.
Provides assistance and instructions for first-time customers.
Stays current with present-day system information, changes, and updates.
Performs other related duties as assigned.
Minimum Qualifications:
Education/Experience:
EXPERIENCE AND TRAINING
One (1) year of responsible experience working with computer applications, PC hardware and operating systems
OR
Two (2) years of experience performing duties in a help desk support function.
EDUCATION/LICENSE OR CERTIFICATE
Possession of an Associate degree from an accredited college with a major in computer science or related field, or the equivalent
Knowledge Of:
Knowledge of:
Various software applications, hardware, and associated peripherals (printers, scanners, video cameras, etc.).
Principles and theories of network systems management and internet technologies.
Operating systems configuration and problem solving methods.
Office automation fundamentals and applications.
Data system terminology used in job documentation and systems communications.
Emergency procedures related to system malfunctions.
Problem-solving techniques with the ability to assist end users.
Skill To:
Ability To:
Skill/Ability to:
Communicate effectively, both orally and in writing.
Record data, elicit information, convey ideas, facts, and information to faculty, students, staff, and the general public.
Maintain professionalism and discretion when working with sensitive information (system access, passwords, etc.).
Organize and prioritize work.
Identify what information is needed by others for effective actions and identify important information required for troubleshooting.
Deliver technical customer support over the phone in a call center environment.
Identify, troubleshoot and resolve a wide range of technical computer and application related problems.
Research, diagnose issues and explain technical solutions to non-technical users.
Serve students, staff and colleagues in a helpful, empathetic, professional manner.
Establish and maintain cooperative work relationships with those contacted in the performance of required duties.
Demonstrate understanding of, sensitivity to, and respect for the diverse academic, socio- economic, race, ethnicity, gender identity, sexual orientation, age, mental or physical disability, and religious background of all students, faculty and staff, and with all individuals encountered in the performance of required duties.
Desirable Qualifications:
- Communicate effectively orally and in writing
- Knowledge of Windows and Mac Operating systems.
- Ability to work under pressure
- Knowledge of Microsoft Office products including Microsoft Outlook
- Ask clear questions, elicit desired information, listen actively, and demonstrate understanding
- Deliver technical customer support over the phone in a call center environment; and Identify, troubleshoot and resolve a wide range of technical computer and application related problems.
Special Instructions:
Note: New employees will be placed at the first step which is $68,724 per year, second step $72,204 per year or third step at $75,864 per year (depending upon experience). Based on current salary placement guidelines, all step increases for which an employee becomes eligible shall take place on July 1st of each fiscal year. These increases will occur, on annual basis, until the maximum step of $83,736 per year is reached on the salary schedule.
Job Close Date: 2/21/2025
Open Until Filled: No
To apply, visit https://www.4cdcareers.net/postings/11163
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