IT Help Desk

The IT Help Desk contributes to the success of ASW’s mission, vision and values by providing technical assistance and support related to computer systems, hardware and software. Responds to queries, runs diagnostic programs, isolates the problem, and determines and implements solutions., The duties and percentages listed below are intended to depict tasks performed by this classification:

HELP DESK AND INFRASTRUCTURE SUPPORT DUTIES

· Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware

· Train computer users

· Maintain daily performance of computer systems

· Procure, install, image, and repair computer hardware, printers, software, or mobile devices

· Decommission or dispose of hardware

· Run diagnostic programs to resolve problems, * Help Desk Procedures*

• Computer systems, copiers, mobile devices and other tech products
• Federal and State Guidelines for Internet Use/Abuse
• Current IT trends
• Company safety regulations and procedures
• Internal communication systems
• Office practices and procedures
• Facility emergency procedures
• MS Windows (11)
• Adobe Suite
• MS Office (Word, Excel, Outlook)*
• Anti-virus software and measures*
• Routers/networks
• Basic Artificial Intelligence interactions

SKILLS, ACTIONS AND ABILITIES TO:

• Technical communications to non-technical personnel
• Develop and maintain effective working relationships with managers and co-workers
• Communicate effectively in oral and written form*
• Follow oral and written instructions*
• Simultaneously perform all job tasks in a fast-paced environment*
• Perform basic mathematical calculations*
• Define problems, collect data, establish facts, and draw valid conclusions*
• Apply common sense to issues*
• Maintain current computer inventory/deployment system*

*Denotes knowledge, skills, actions and abilities that must be possessed prior to entering the position.

[1] This position requires a competent level of job performance and behavior in Personal Accountability, Business Savvy, Masterful Thinking, Action Orientation, Client Focus, and Associate Focus, as indicated by the Knowledge, Skills, Actions, and Abilities described in this document.

Education: Associates degree or working towards a computer science degree. Or the candidate must have a high school equivalent with 3-5 years of work experience.

One-year classroom or business application of education.

Proven experience as a help desk technician or other customer support role.

Ability to diagnose and resolve basic technical issues.

PHYSICAL REQUIREMENTS (with or without reasonable accommodation)

Frequency: 75-100%

· Visual Abilities: Read/create documents

and use a computer monitor.

· Hearing: Hear well enough to

communicate with co-workers/customers and

answer and direct all incoming calls.

· Dexterity, Grasping, Feeling: Write, type,

and use the telephone, copier, and

computer keyboard.

· Talking: Frequently convey detailed or

important instructions and ideas

accurately, loudly, or quickly.

Frequency: 50-74-%

Mobility: Open files, operate machines and

move between departments.

Frequency: 25-49%

· Lifting, Pulling, Pushing: Occasionally lift

up to 30 pounds., * Customer service: 1 year (Preferred)