GRADE:

4140 (17)

POSITION CONTROL:

3412

B

2

3

DEPARTMENT:

Management Information Systems

ACCOUNTABLE TO:

Director of Management Information Systems

FLSA STATUS:

Non-Exempt

CLASS SUMMARY: Under direct supervision, this position is responsible for responding to client user’s calls for assistance with software, hardware and network problems. Position responsibilities include answering the help line, diagnosing, analyzing and resolving software, hardware and network problems, documenting calls to include nature of problem and resolution. This position is required to sustain a stationary position for prolonged periods.

DUTY

NO.

ESSENTIAL DUTIES

FRE-

QUENCY

BAND/

GRADE

1.

Answers the help desk phone and responds to caller issues related to software, hardware, integration, installation and network connectivity problems. Analyzes and resolves problems using a variety of diagnostic techniques.

2.

Reads and interprets user and system or software documentation manuals for client users. Applies knowledge of software, hardware and network in responding to user’s questions.

3.

Provides information to client user’s on the various functions and capabilities of software, hardware, peripheral equipment, integrated equipment and proper installation techniques.

4.

Maintains detailed logs of calls received, nature of problem and resolution. Prepares narrative reports on project or problem status.

5.

Prepares projections on inventory needs for software and hardware based on problems reported by client users.

6.

Stays abreast of current trends in the industry.

7.

Performs other duties as required.

REQUIRED QUALIFICATIONS:

To be eligible for this position, an applicant must meet the following required qualifications. In addition, verification of these required qualifications is necessary.

• High School diploma or equivalent (G.E.D.) prior to being hired;
• One year technicial training in technology troubleshooting;
• Two years of help desk or related experience.

PREFERRED QUALIFICATIONS:

It is preferred that applicant possesses the following preferred qualifications; however, the following qualifications are not required to be eligible for this position.

• Associate’s degree in Computer Science, Computer Information Systems, or related field.

KNOWLEDGE AND SKILLS REQUIRED:

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The qualifications for this job description 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.

Skills required, but not limited to, for this position include:

• Analyzing problems and reaching sound conclusions;
• Applying a systems approach to analyzing problems;
• Organizing and prioritizing work;
• Communicating technical information to non-technical clients;
• Preparing clear and concise narrative reports;
• Establishing and maintaining effective interpersonal relationships with other staff, team members, clients and vendors for the purpose of exchanging information and resolving problems;
• Knowing PC Windows based and Macintosh environments;
• Understanding peripherals, input devices, scanners and other integrated equipment;
• Understanding functions and capabilities of a variety of software applications;
• Demonstrating proper installation techniques for hardware and software applications;
• Troubleshooting techniques;
• Engaging and encouraging interpersonal communication skills while interacting with supervisors, staff, students, etc. to exchange information.

PHYSICAL REQUIREMENTS:

The physical requirements 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; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.   The employee is occasionally required to walk and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus.

WORKING ENVIRONMENT:

The working 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.

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and risk of electrical shock. The noise level in the work environment is usually quiet.