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JOB SUMMARY
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The Help Desk Technician's role is to ensure proper computer operation so that end users can accomplish business tasks, as well as receiving, logging, and routing calls for other department organizations as required. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.
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ESSENTIAL DUTIES & RESPONSIBILITIES
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Provide first contact support of incoming incidents and requests to the Help Desk via telephone, web portal, email, and chat to ensure professional, timely, and effective resolution of end user issues with friendly, courteous customer service.
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Build rapport and advocate for the experience of end users with IT by representing their needs and experiences to the IT department.
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Prioritize incidents and requests according to defined processes to meet established SLAs.
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Escalate incidents and requests in accordance with established standard operating procedures or best effort, with accurate documentation to suitable resolver groups or technicians when required.
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Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution and confirmation.
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Use approved remote tools and diagnostic utilities to aid in troubleshooting.
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Research solutions through internal and external knowledge bases as needed.
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Provide end users training, either as requested by individual contact to the Help Desk, or through scheduled training coordinated by Help Desk leadership.
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Identify and learn appropriate software and hardware used and supported by the organization.
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Participate in solution testing with support partners to ensure an incident has been adequately resolved when needed.
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Utilize, maintain, and create knowledge base content as necessary to help end users.
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Communicate SLAs to manage end user expectations.
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Participate in and suggest continual service improvement processes.
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The above statements are intended to describe the general nature and level of work being performed by employees assigned this classification. They are not to be construed as an exhaustive list of all job duties performed by personnel so classified
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EMPLOYMENT QUALIFICATIONS
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Knowledge, Skills and Abilities:
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Applicable federal, state and local laws and regulations.
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Desktop and server operating systems (Windows, Mac OS)
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Standard enterprise applications (Microsoft Office, Internet browsers, Citrix, VPN, etc.)
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Foundational knowledge of cybersecurity best practices and data compliance standards.
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Foundational knowledge of best practices and standard methodologies, such as ITIL and KCS.
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Exceptional written and oral communication skills.
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Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
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Strong documentation skills.
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Interviewing skills to efficiently identify key elements of a non-technical end user¿s problem.
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Effective time management and proven ability to efficiently diagnose and troubleshoot end user incidents and requests.
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Ability to effectively triage, prioritize, and execute tasks in a timely manner.
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Ability to absorb and retain information quickly.
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Ability to present ideas in user-friendly language.
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Keen attention to detail.
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Exceptional customer service orientation.
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Represent the IT organization with a service-oriented, professional, and organized approach.
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Using sound, independent judgment within established policy and procedural guidelines.
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Operating standard office equipment, including but not limited to, fax machine, personal computer and photocopier.
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Experience working in a team-oriented, collaborative environment.
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PHYSICAL DEMANDS
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Duties require sufficient mobility to work in a normal office setting and use standard office equipment including a computer, vision to read printed materials and a computer monitor and hearing and speech sufficient to communicate in person or over the telephone.
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Duties may require employee to exert up to 10 pounds of force occasionally, or a negligible amount of force frequently to lift, carry, push, pull or otherwise move objects.
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These requirements may be accommodated for otherwise qualified individuals requiring and requesting such accommodations.
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EDUCATION
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Possession of an associate degree or its equivalent with specialized training in help desk operation.
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EXPERIENCE
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Level I -- Grade 19:
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One or more years of job-related experience in information technology and/or customer service.
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Advancement to LEVEL II will be contingent on availability of positions and demonstrated proficiency in selected technologies.
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Level II -- Grade 20:
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Two (2) years' experience as a help desk operator or related experience required, proven experience and working knowledge of ITIL principles and processes.
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Coaching, mentoring, and advising junior level Help Desk staff to develop and reinforce their growing skillsets.
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Act as an escalation point for advanced or difficult help requests.
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Perform outage management and queue management functions as required.
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Contribute to technician knowledge base and training as needed.
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Provide suggestions for continual service improvement.
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This class description intends to identify the major duties and requirements of the job and should not be interpreted as all-inclusive. Incumbents may be requested to perform job-related duties other than those outlined above and may be required to specific job-related knowledge for successful job performance.
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FILING DEADLINE: 12/13/22
CONTROL NUMBER: 2211-1605-19670002
AN EQUAL OPPORTUNITY EMPLOYER
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