Help Desk Technician I

Help Desk Technician I

Provides support to end users on a variety of issues.  Responds to telephone calls, email and personnel requests for technical support.  Documents, tracks and monitors the problem to ensure a timely resolution.  Identifies, researches, and resolves technical problems.  Responsible for the installation, maintenance, and general support of client systems.  May help install new software and perform system backups and recovery.

II. Authority Assignment

The IT Director will be responsible for answering questions, assigning or performing the job duties of the Help Desk Technician I in their absence.  The Help Desk Technician I has no direct supervisory responsibility.

III. Essential Responsibilities

• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
  
• Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
  
• Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
  
• Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
  
• Calls software and hardware vendors to request service regarding defective products.
  
• Installs personal computers, software, and peripheral equipment.
  
• Performs preventative maintenance on personal computers, software, and peripheral equipment.

IV. Other Job Duties

• Train users in-person or via the telephone; keeps current on the equipment and software in use.

• Assists in writing or revising user training manuals and procedures.
  
• Assists in development of  training materials such as exercises and visual displays.

V. Qualifications

Education and Training

High School Diploma (or equivalent) and demonstrated experience or aptitude in personal computers and local and wide area networking systems; or any combination of education and experience which would provide the applicant with the desired skills, knowledge and ability required to perform the job.

Licensing and Certification

• Valid Driver’s License
  
• Microsoft Certified Systems Administrator (MCSA) or Microsoft Certified Desktop Technician (MCDT) is desirable.
  
• CompTIA A+ Certified Technician is desirable.

Knowledge Skill and Abilities

• Ability to work independently with minimal direct supervision.
  
• Basic knowledge of personal computer hardware and software, local and wide area networks systems.
  
• Awareness of new developments related to personal computers and networks.
  
• Ability to identify and diagnose problems related to computer hardware and software and to find effective solutions.
  
• Ability to communicate effectively both orally and in writing.
  
• Ability to establish and maintain effective working relationships with other employees, vendors, contractors and the general public.

VI. Physical Demands

While performing the duties of this job, the employee is frequently required to reach with hands and arms and regularly required to stand, walk, sit; talk, see and hear; and use hands to finger, handle, or feel objects, controls or tools.  The employee must be able to regularly lift and/or move up to 10-25 pounds and occasionally up to 50 pounds.  Specific vision abilities required by this job include close and distant vision and the ability to adjust focus.

VII. Working Conditions