Help Desk Administrator

Description:

GENERAL DEFINITION AND CONDITIONS OF WORK:

Performs technical work involving installation, maintenance, troubleshooting and repair of computer hardware, software, peripherals, networking systems and related components; does related work as required. Work is performed under limited supervision of the Director of Information Technology.

This is sedentary work requiring the exertion of up to 10 pounds of force occasionally and a negligible amount of force frequently or constantly to move objects; work requires fingering, grasping and repetitive motions; vocal communication is required for expressing or exchanging ideas by means of the spoken word; hearing is required to perceive information at normal spoken word levels, and to receive detailed information through oral communications and/or to make fine distinctions in sound; visual acuity is required for depth perception, color perception, preparing and analyzing written or computer data, determining the accuracy and thoroughness of work, and observing general surroundings and activities; the worker is not subject to adverse environmental conditions.

ESSENTIAL FUNCTIONS/TYPICAL TASKS:

• Provides end-user support and customer service as the initial point of contact on the IT Help Desk;
• Responds to service requests in a proactive and timely manner;
• Provides software, network, server, printer and PC support;
• Troubleshoots and repairs computer systems and local and wide area networks;
• Provides mobile device support to employees, as needed;
• Escalate problems unable to resolve to Systems Administrator and/or Director.
• Assists staff with varying levels of computer expertise in the operation of IT systems and devices;
• Establishes and maintains repair logs to identify troublesome components and equipment
• Creates standard equipment maintenance schedules, and performs preventative maintenance as required;
• Creates and uses equipment inventory control methodologies to track PC’s and other IT equipment and software;
• Assists in evaluating, testing, and recommending appropriate technology;
• Troubleshoots and installs telephone equipment;
• Follows all Town security and privacy policies and best practices to protect Town information and assets within their control;
• Performs related tasks as required.

Requirements:

KNOWLEDGE, SKILLS, AND ABILITIES:

Basic knowledge of the principles, practices and techniques of information management technologies. Basic knowledge of standard office equipment, such as personal computers, laptops, mobile devices, tablets, audio/visual/teleconferencing systems and VoIP phones. Must be proficient with software applications, such as Microsoft Office Suite. Ability to effectively organize, schedule and plan work assignments; ability to communicate technical information effectively both orally and in writing to end users; ability to establish and maintain effective working relationships with Town employees, vendors, and the general public; ability follow instructions both verbally and written; ability to provide support to users.

EDUCATION AND EXPERIENCE:

Any combination of education and experience equivalent to graduation from high school and 1-2 years' experience in Information Technology or related field.

SPECIAL REQUIREMENTS:

Must possess satisfactory results of a criminal history background check. Possession of A+ certification or the ability to obtain within 6 months of employment.