IT Help Desk Technician - Utah

We need to output HTML fragment with sections for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. Must not repeat job title. Must not include Job ID etc. Must preserve all substantive info. Remove boilerplate like EEO, legal, etc. Also remove duplicated lines, navigation etc. The posting includes description of responsibilities, required skills, qualifications, etc. There's no explicit Benefits, Pay, Schedule sections. So we should not include those headings. We can have sections: About the role (maybe from first paragraph), Responsibilities (list), Requirements (maybe Minimum Qualifications?), Qualifications (maybe Preferred Qualifications?), Skills (maybe Required Skills And Qualifications?). However we need to avoid duplication. The instruction: Use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can choose appropriate headings based on content. We have content: - Intro: "The Help Desk Tier 1 is responsible for end user support for hardware, software and network to achieve 24/7 secure reliable and efficient operations. This includes computer and telecommunications services and all ancillary support services and equipment. Keep tickets up to date and clearly documented in ticket management system" Then a list of duties: Basic troubleshooting and analysis, Maintain hardware..., Maintain line of business applications..., Processes employee change event requests..., Processes requests for hardware and software purchases..., Email account management, Phone account management, Maintain IT asset and contract tracking system, Basic network (wired and WIFI) maintenance including hardware, Demonstrates knowledge of and supports each entity’s mission..., Performs other job-related duties as requested, ALL RISE employees will be vigilant... (cybersecurity). Then "In addition to the cybersecurity requirements of all positions at RISE, IT Help Desk will support the secure installation / configuration, and remediation of computer hardware, software, systems, networks, printers, scanners and cloud properties." Then "Required Skills And Qualifications" list: Microsoft 365 (Office 365, Entra ID, Intune), Microsoft Active Directory, Microsoft Windows 11, Google Workspace, VoIP Phone Systems Then "Minimum Qualifications": 1-3 years of desktop support experience, Microsoft 365..., Proven experience in maintaining workstations, managing cloud-based solutions, configuring and supporting VoIP systems, administering mobile device management (MDM) platforms, troubleshooting complex application issues, and performing hardware diagnostics and repair., Experience working with users defining problems and solutions Then "Preferred Qualifications": CompTIA A+, CompTIA Security Then "Communication Skills" list: Excellent communication..., Ability to effectively and respectfully interact..., Ability to maintain confidentiality, Ability to speak in public..., Ability to communicate effectively... Then "Responsibilities As a Team Member" list: Takes personal responsibility..., Demonstrates excellence..., Able to effectively problem solve..., Works well with other team members..., Demonstrates the ability to interact..., Requests support..., Ensures effectiveness... Then "EQUIPMENT NORMALLY USED" list: Telephone and headset, computer, multiple screens, copier, scanning system, printer, postage machine, calculator, and fax machines, May use other office equipment as needed Then "PHYSICAL AND MENTAL DEMANDS" list: The employee must be able to sit..., The employee is regularly required..., The employee is required to answer..., The employee is required to operate..., The employee is frequently required to stand..., Vision ability..., Ability to work under stressful conditions..., Ground and or Air travel upon demand Then EEO boilerplate etc to remove. We need to decide sections. We could have:

About the role

with paragraph(s) summarizing the role: The Help Desk Tier 1 is responsible for end user support... etc.

Responsibilities

with list of duties (the bullet list after intro). Could combine the "Responsibilities As a Team Member" as part of responsibilities? Might be separate but we can merge. We need to avoid duplication: The "Responsibilities As a Team Member" seems like a separate set of responsibilities (soft skills). Could be included under Responsibilities as well. We also have "EQUIPMENT NORMALLY USED" and "PHYSICAL AND MENTAL DEMANDS". Those could be under a section like "Working Conditions" but not in allowed headings. Since only allowed headings are those listed, we might need to incorporate them into existing sections like Responsibilities or Requirements? But the instruction: "Use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It says e.g., meaning those are examples, not exclusive? It says "Use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." Likely they expect us to use those headings only. So we must map content to those headings. If content doesn't fit, we may omit? But we must preserve ALL substantive information. So we need to fit all info into those sections. We can put equipment and physical demands under Responsibilities or maybe under Requirements? Probably under Responsibilities (as part of job duties). Or we could create a section "Requirements" for minimum qualifications, "Qualifications" for preferred qualifications, "Skills" for required skills and communication skills. "About the role" for intro. "Responsibilities" for duties list (including equipment, physical demands). That seems plausible. We must not create Pay/Benefits/Schedule sections because not present. Thus final HTML:

About the role

The Help Desk Tier 1 is responsible for end user support for hardware, software and network to achieve 24/7 secure reliable and efficient operations. This includes computer and telecommunications services and all ancillary support services and equipment. Keep tickets up to date and clearly documented in ticket management system. In addition to the cybersecurity requirements of all positions at RISE, IT Help Desk will support the secure installation / configuration, and remediation of computer hardware, software, systems, networks, printers, scanners and cloud properties. ALL RISE employees will be vigilant to support the positive compliant cybersecurity company posture by familiarizing themselves with all policies, procedures, standards, and guidelines and act accordingly.

Responsibilities

• Basic troubleshooting and analysis
• Maintain hardware including workstations (including PC and Chrome devices) and phone for all entities supported
• Maintain line of business applications for all entities supported
• Processes employee change event requests including new hires, terminations and transfers
• Processes requests for hardware and software purchases including workstations, phones and peripheral devices (e.g. small printers, docking stations, etc.)
• Email account management
• Phone account management
• Maintain IT asset and contract tracking system
• Basic network (wired and WIFI) maintenance including hardware
• Demonstrates knowledge of and supports each entity’s mission and vision, policies and procedures, operation instructions, confidentiality guidelines and code of ethical behavior
• Performs other job-related duties as requested
• Takes personal responsibility for actions. This is demonstrated through owning problems, problem solving and not projecting problems or failures to others or the "system" if not warranted
• Demonstrates excellence in work standards, is tenacious in completing tasks
• Able to effectively problem solve and make decisions. To include resolving crisis situations and developing resolutions between parties
• Works well with other team members and departments
• Demonstrates the ability to interact and cooperate using respectful relations in order to efficiently accomplish mutual goals and assignments
• Requests support from team with ample time to accommodate the support request in order to meet deadlines
• Ensures effectiveness in processes to achieve/seek best practice
• Telephone and headset, computer, multiple screens, copier, scanning system, printer, postage machine, calculator, and fax machines; may use other office equipment as needed
• The employee must be able to sit for extended periods of time entering data into multiple systems
• The employee is regularly required to use their fingers, hands, arms, and eyes to input data and fold and/or cut paper
• The employee is required to answer the phone as well as respond to team members and internal customers
• The employee is required to operate and maintain a variety of office equipment including a computer, copy machines, scanning and reading equipment and a calculator requiring repetitive motion of the fingers, hands, arms, and eyes
• The employee is frequently required to stand, walk, and talk for an hour or more
• Vision ability is required to do the job, including close vision, color vision and the ability to adjust focus
• Ability to work under stressful conditions that may require handling multiple work assignments with specific deadlines
• Ground and or Air travel upon demand

Requirements

• 1-3 years of desktop support experience
• Microsoft 365 (Office 365, Entra ID, Intune)
• Proven experience in maintaining workstations, managing cloud-based solutions, configuring and supporting VoIP systems, administering mobile device management (MDM) platforms, troubleshooting complex application issues, and performing hardware diagnostics and repair.
• Experience working with users defining problems and solutions

Qualifications

• CompTIA A+
• CompTIA Security

Skills

• Microsoft Active Directory
• Microsoft Windows 11
• Google Workspace
• VoIP Phone Systems
• Excellent communication and relationship skills with all stakeholders, including clients, state entities, and colleagues
• Ability to effectively and respectfully interact with client base that has varying levels of ability, educational backgrounds, authority, and ethnicities
• Ability to maintain confidentiality
• Ability to speak in public, including trainings
• Ability to communicate effectively with diverse internal and external customers to accomplish a task or reach an understanding diplomatically and respectfully

We must ensure we didn't repeat content. Some items appear in both Required Skills And Qualifications and Skills section; we split them: Required Skills And Qualifications list includes Microsoft 365, Microsoft Active Directory, Microsoft Windows 11, Google Workspace, VoIP Phone Systems. We placed Microsoft 365 under Requirements (maybe duplicate). Actually Microsoft 365 appears both in Required Skills And Qualifications and Minimum Qualifications. We need to avoid duplication but preserve all info. We could keep Microsoft 365 under Skills (as required skill) and not repeat under Requirements. But Minimum Qualifications also includes Microsoft 365; we could note it there but that would be duplicate. To avoid duplication, we could mention Microsoft 365 only once, perhaps under Skills, and note that it's also a minimum qualification implicitly. However we must preserve ALL substantive information; if we omit mentioning it under Minimum Qualifications, we might be losing that it's a minimum qualification. But we could incorporate it into Requirements as "Microsoft 365 (Office 365, Entra ID, Intune) (minimum qualification)". That still includes it once. Then we don't repeat under Skills. Let's restructure: Requirements: list of minimum qualifications items (including 1-3 years experience, Microsoft 365, proven experience..., experience working with users). That covers Microsoft 365. Skills: list of required skills (Microsoft Active Directory, Microsoft Windows 11, Google Workspace, VoIP