Information Technology Help Desk Support Technician

Under general supervision and within the framework of Port policies, procedures and objectives, the Help Desk Support Technician is primarily responsible for providing technical support and excellent customer service both in person and over the phone to staff. Incumbent will be the main frontline support in identifying personal computer hardware and software problem areas and developing solutions and/or assisting in the resolution of problems.

ESSENTIAL DUTIES AND RESPONSIBILITIES are predominantly involved in direct user support on single server systems and/or assistance in the resolution of problems relating to desktop systems dependent upon the area of concentration and include performing or assisting with any one or a combination of the following tasks.

Serves as first level response to user system hardware and software problems fielding incoming tickets; maintains accurate records and logs of all services performed using a support ticketing system; poses questions to determine nature and level of user problem and escalates problems to appropriate second-level support.

Provides technical assistance to system users troubleshooting IT issues, password resets; troubleshoots and diagnoses problems; installs, repairs or arranges for the repair or replacement of faulty hardware, network peripherals, and software.

Installs and upgrades desktop hardware, software and equipment as the role of help-desk expert; Sets up new equipment, installs or relocates workstations, configures user access; assists with testing, conversion and implementation of new hardware and software.

Maintains inventory of all computer equipment, software and software licenses and updates as required, maintains supply of I.T. related equipment. Researches quotes for technology purchases and performs other related duties as assigned.

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 job functions.

Education and/or Experience:

An Associate's Degree or equivalent from an accredited college or university with a major in computer science, information systems, business information systems, business administration or a closely related field OR professional certification in one or more fields of information technology

AND

Two (2) years of experience providing user support in the operation, maintenance, and implementation of applications programs on multiple platforms, desktop computer and networks.

Knowledge:

• Computer configuration, computer technology; internet concepts; Microsoft and other software applications.
• Principles and practices of LAN concepts, terminology and system security.
• Technical problem solving, personal computer hardware and software diagnostic methods.
• Principles, practices and techniques of providing effective customer service and support; general office methods and procedures; principles and techniques of written and oral communication.
• Principles and techniques for evaluation of work processes for new or revised computer applications.
• Effective safety principles and practices.

Skills and Abilities:

• Troubleshoot computer user needs and implement hardware and software solutions.
• Recognize problems, develop recommendations and implement solutions.
• Provide technical guidance and assistance to users.
• Install, configure, and troubleshoot desktop computer systems.
• Communicate clearly and effectively both orally and in writing.
• Follow oral and written instructions; work independently.
• Provide timely and effective customer service to users, which includes following through until completion of task or project.
• Establish and maintain effective working relationships with Port staff and others.

Certificates, Licenses or Registrations: Must possess and maintain a valid California driver's license and be insurable under the Port's liability policy or provide other insurance acceptable to the Port. Must pass a background investigation and be able to obtain and maintain a Transportation Worker Identification Credential (TWIC) card.

Disaster Servicer Worker: All Port of Stockton employees are designated Disaster Service Workers (DSW) through state law (California Government Code Section 3100-3109). Employment with the Port requires affirmation of a loyalty oath to this effect. Employees are required to complete all DSW-related training as assigned, and to report for duty, remain on duty and/or return to work as ordered in the event of an emergency.

Employment Type: Full Time