HELP DESK TECHNICIAN

Key Job Elements

• Provide first level contact and resolutions to issues from 200+ employees at 14 locations.
• Properly escalate unresolved queries to the next level of support.
• Walk customers through problem solving process.
• Follow up with customers, provide feedback, and see problems through resolution.
• Utilize customer service skills to meet business goals, objectives, and end user needs.
• Ensure proper recording, documentation, and closure for all issues.
• Occasionally assist with adaptive technology needs and software.
• Assists in design and layout of all agency Web Based applications.
• Preserve and grow knowledge of help desk procedures, products, and services.
• Maintain a high level of confidentiality at all times.
• Adapt to change and complete other duties as assigned by supervisor.
• Consistently achieve annual performance objectives.
• Transport, load, and unload goods at various agency locations ensuring efficient and accurate recording of material transfers with scan gun system.
• Absorb and deliver products, as needed, between agency locations and for external customers.
• Daily inspections of all delivery vehicles – include fueling, cleaning and reporting any maintenance requirements.
• Abide by all transportation laws and maintain a safe driving record.
• Complete all required paperwork in an accurate and legible manner to include transfer sheets, DOT Logs, VCR’s.
• Safely handle company equipment and materials.

Communication Skills

• Ability to read, analyze, and interpret general periodicals, professional journals, and technical procedures.
• Write reports and procedure manuals.
• Communicate project status and growing help desk trends to supervisor.
• Good interpersonal skills.

Computer/Technical Skills

• Sufficient knowledge as pertaining to key job elements of all hardware and software being utilized by members of the agency, which includes over 400 endpoints and 10 major software packages.
• Remain current in field.

Physical Demands

• 50% of job requires sitting and using hands at computer terminal.
• 25% of job requires handling equipment.
• Frequently required to speak and listen.
• Occasionally required to stand, walk, reach with hands and arms, and stoop or kneel.
• Must occasionally lift and/or move up to 50 pounds.

Work Environment

• In-house position with some travel.
• Noise level is moderate to loud.
• Must be available for weekend or evening work dependent upon emergencies or planned schedule.

Education and/or Experience

• Associate degree or equivalent education and/or certification in computer/networking field.

Pay Rate

$18.50/hour