Help Desk Technician I

General Summary:
The Help Desk Technician I provides phone support for internal and external customers to assist with technical problems and service requests. The individual in this position records problem symptoms and information for escalation of more complex problems to higher level support staff and maintains knowledge of relevant products and service offerings to provide accurate solutions. The Help Desk Technician I also acts as representative of technical services to customers.
Main Responsibilities:
• Provide basic Help Desk support for problems and service requests related to hardware, software, network/mainframe connectivity and application support
• Act as representative of technical services to internal customers
• Support customers on their customer facing portal solutions
• Initiate, escalate or resolve problem tickets and/ or service requests
• Research issues as necessary to find the resolution after dissemination to higher level support
• Troubleshoot and resolve technical problems, escalate to support resources
• Facilitate closure to problem ticket/ service requests while meeting or exceeding defined service level expectations
• Conduct timely problem determination for incidents document resolution and conclusion
• Ensure customer satisfaction by responding to Service Requests through approved channels to the Help Desk in a timely, accurate, and professional manner
• Prioritize issues and address in proper order
• Set up, disable and modify computer users based on profiles as needed
• Perform various projects (write basic script, clean network system, etc.)
Education/Experience/Knowledge:
• High School diploma or equivalent required
• AS preferred in Computer Science or related field
• 1-3 years’ experience in Information Systems
• Must be able to provide clear, concise, information through written and verbal communications
• Experienced in networking, PC's, printers etc.
• Excellent organizational, interpersonal, and time-management skills with the ability to multi-task and prioritize own work
Physical/Mental Demands:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential: Communication with others to exchange or express information and ideas. Ability to receive detailed information through oral communication, and to make fine distinctions in sounds. Determine the accuracy, neatness, thoroughness of the work assigned and perceive general observations. Must be able to remain in a stationary position at least 45% of the time. Extending the hands and arms in any direction. Constantly operates a computer and other office productivity machinery, such as a copy machine and computer printer. Perform a variety of duties, often changing from one task to another of a different nature. Perform with frequent interruptions and/ or distractions. Make appropriate job decisions following standard office policies and past precedents. Adjust priorities quickly as circumstances dictate. Work independently and identify potentially more effective methods of work operations. Ability to interact appropriately with colleagues for different purposes and in different contexts.

Marginal: Sedentary work that includes moving objects up to 10 pounds. Observing an area that can be seen up and down or to right or left while eyes are fixed on a given point. Ability to identify and distinguish colors.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

All job requirements are subject to possible revision to reflect changes in the position requirements or to reasonably accommodate individuals with disabilities.