Help Desk Technician

Job Goal

Responsible for receiving requests for computer, network, and telephone support districtwide; maintaining software inventory; and assisting with hardware inventory.

Essential Duties and Responsibilities

The following duties are not exhaustive but illustrate the general duties required of the position. Management may require personnel to perform duties other than those contained in this document.

1. Answers and tracks incoming calls and e-mail requests for technology assistance, including assistance for college PC hardware and peripherals, new equipment/software installations or upgrades, videoconferencing equipment, and telephone and network connectivity.
2. Troubleshoots calls to support the efficiency of Computer/Network Support and Telecommunications Specialists.
3. Generates help desk tickets and forwards service requests to the appropriate technician; monitors open tickets, provides update status to users, and generates data collection for performance monitoring.
4. Creates/maintains computer software inventory and assists with the database for the computer refresh schedule.
5. Maintains central file for licenses for software, computer hardware and related peripherals.
6. Scans Property Transfer forms for the Network Department and performs data entry.
7. Identifies basic training needs for College personnel and provides such training, as needed.
8. Provides back-up technical support for the Computer/Network Support Specialists where needed.
9. Troubleshoots and installs computer hardware and software programs.
10. Performs other duties as assigned.

Minimum Requirements

These requirements are a representation of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as an exhaustive list of specific duties and responsibilities. Management may direct employees to perform job-related tasks other than those specifically presented in this description.

Education Requirements/Qualifications

• An Associate’s degree from a regionally accredited institution and 6 years of relevant experience;

         OR

• A Standard high school diploma or GED and a minimum of 8 years of relevant experience;

         OR

• Any equivalent combination of education and experience which provides the required knowledge, skills, and abilities to perform the essential duties and responsibilities of the position.

Knowledge, Skills, and Abilities

• Intermediate computer skills with six month’s experience as a Help Desk Technician
• Experience in troubleshooting computer software problems
• Advanced customer relations skills
• Good verbal and written communication skills
• Ability to control and manage several projects simultaneously
• Working knowledge of MS Word, MS Excel, MS Access
• Strong analytical and decision-making skills
• Evening hours are required to handle calls, technical support, and hardware repair

Preferred Qualifications

• Associate degree in Computer Science from a regionally accredited institution and industry recognized computer certifications.
• 6 – 8 years of relevant experience