Technical Support Specialist / Help Desk

Job Title: Technical Support Specialist

Department:   IT Department

Reports To:   Director of Information Technology

 

SUMMARY

Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution. Has knowledge of commonly-used concepts, practices, and procedures within a particular field. Relies on instructions and pre-established guidelines to perform the functions of the job.

 

ESSENTIAL DUTIES include the following. Other duties may be assigned.

 

Applies knowledge in the maintenance and support of computer hardware, operating systems, and related software applications.

 

Install and support all computer hardware, software, and peripheral equipment.

 

Monitor the use of information system related equipment to verify that it is in accordance with the Policies and Procedures for Computer Use manual of the organization.

 

Attends department meetings.

 

Provide accurate and timely information of outstanding tasks and/or projects in the Task System.

 

Provide daily log report of internal tasks (day-to-day support issues) accomplished to supervisor.

 

Provide monthly status report of tasks and/or projects accomplished to supervisor.

 

Participation in extended hours coverage and pager/cell phone rotation for Emergency Technical Support.

 

Maintains a professional appearance.

 

MARGINAL DUTIES include the following. Other duties may be assigned.

 

QUALIFICATIONS  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

EDUCATION and/or EXPERIENCE

BA or BS in Computer Science, Information Systems or equivalent.

 

Reasonable work or personal experience with computer related hardware and software.

 

REASONING ABILITY

Demonstrate ability to effectively troubleshoot problems using logic and reasoning.

 

CERTIFICATES, LICENSES, REGISTRATIONS

Valid Driver's License

 

PHYSICAL DEMANDS  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

While performing the duties of this job, the employee is regularly required to sit.  The employee is occasionally required to stoop, kneel, crouch, or crawl.  The employee must have the ability to lift various computer related hardware and/or peripheral devices (i.e. servers, PC’s, printers, etc.) and use various tools to assemble/disassemble computer related equipment.

 

WORK ENVIRONMENT  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

°  Flexible hours. 7 am-4 pm, 7:30 am-4:30 pm, 8 am – 5 pm, 8:30 am – 5:30 pm.

°  Occasional overtime necessary to accomplish various tasks.

°  Occasional travel (including overnight) necessary to remote branches.

 

NOTE:  Job descriptions are not all inclusive.  As needed, employees must do work outside their job description in order to accomplish a task.

 

Management reserves the right to alter this description at any time.