Help Desk Support Specialist - IT Department - Provisional RB# 26-015

A Help Desk Support Specialist is the first and central point of contact for level-one support for users and vendors. The incumbent represents the department and will begin the process for reporting problems and service requests. The purpose of this position is to provide a personal contact for customers and to begin the resolution process to problems and inquiries. The incumbent must be well-informed on the processes of the department and with the departmental Standard Operating Procedures Manual. The Help Desk Support Specialist works with the department’s various computer systems, database, hardware, software, etc. and must be familiar with the personnel and their functions for problem referral. Response to callers must be within a reasonable amount of time and with complete customer satisfaction. Work is performed under strict guidelines and procedures and under the supervision of the Director or a designee. No supervisory duties are performed.

TYPICAL WORK ACTIVITIES

• Performs all duties in accordance with the departmental Standard Operating Procedures manual and the specified Service Level Agreement
• Provides customers with first-level diagnosis and troubleshooting of computer problems relating to software packages, basic hardware issues, word processing spreadsheets, accounting systems and specific applications
• Understands common problem inquiries to offer immediate solutions
• tracks all customer contacts, researches questions and issues, and resolves each interaction, to the customer’s satisfaction
• Escalates problems to second or third-level support personnel when appropriate, via proper escalation procedures
• dispatches calls to field technicians as required
• conducts follow-up checks to ensure that problems were resolved
• Documents all inquiries, calls, and contacts with details and sufficient information for support personnel
• Coordinates problem-solving efforts with support personnel, vendors, and users, as needed
• Regularly attends technical and communication training sessions
• applies new information to work processes
• prepares for new releases and roll outs to anticipate customer inquiries
• Attends staff meetings and maintains a record of information discussed
• Participates in special projects on an as needed basis
• Performs related duties as required.

• Good knowledge of computer hardware, software, networks and peripheral equipment
• Good knowledge of IT System capabilities and limitations and application of same
• Ability to operate a personal computer and utilize common office software programs
• Ability to analyze and problem-solve basic computer user hardware and software problems
• Ability to comprehend technical operator manuals
• Ability to learn new systems and technology
• Ability to understand and interpret written material
• Ability to effectively communicate both orally and in writing
• Ability to establish and maintain a good working relationship with others
• Tact; courtesy; integrity; good writing skills
• Physical condition commensurate with the duties of the position, (A) Associates Degree from a college, university or technical institute accredited by a regional, national, or specialized agency recognized as an accrediting agency by the U.S. Department of Education/U.S. Secretary of Education, in Computer Science or closely related field

OR

(B) Graduation from High School, GED or Equivalency Diploma and one year of full-time computer help desk experience directly related to the duties of this position

OR

(C) A+ Certification and one year of full-time computer help desk experience performing duties directly related t the duties of this position.

NOTE: Verifiable part-time experience will be pro-rated to meet full-time experience requirements.

• Proof of education must be presented a time of appointment.