Help Desk Technician I

Essential Functions

• Assist/guide personnel with step-by-step basic computer/network support: answer inquiries, troubleshoot, diagnose/evaluate and resolve problem
• Evaluate, install and/or repair problems with computer hardware, software and peripheral equipment.
• Log, monitor and track all IT Help Desk request from personnel and follow up on completed task utilizing ticketing and project management systems.
• Maintain/monitor inventory of computer/software supplies; order supplies with a purchase requisition with supervisory approval.
• Absorb other IT personnel with their job responsibilities as necessary.
• Attend and participate in IT workshops, conferences, organizations sponsoring IT topics to exchange ideas or to gain insight/networking; continuing education workshops and webinars.
• Perform job responsibilities with professionalism and courtesy; excellent customer & personal service.
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Provide scheduled after hours on-call support for customers.
• Perform other duties as assigned.

Qualifications

• Associate’s Degree in Management Information Systems, Computer Science, or related field.
• Experience may be substituted on a year-to-year basis. Degree may be in-progress.
• Prioritize A+ or Network+ Certificate, and pursuing these qualifications may be in progress. We require that these qualifications be completed prior to one calendar year after being hired.

Skills

• Critical thinking
• Active listening
• Complex problem solving
• Coordination & instruction
• Judgment & decision making
• Maintenance & monitoring
• Oral/written comprehension/expression
• Problem sensitivity
• Deductive & inductive reasoning
• Information ordering

Knowledge

• Computers & electronics
• Customer & personal service
• Telecommunications
• Administration & management
• Engineering & technology

Abilities

• Sit/stand for prolonged periods of time; confined to workstation.
• Lift objects up to 50 lbs.
• Prolonged use of video display terminals.
• Reach/relocate items above shoulder.