CHARACTERISTICS OF THE CLASS
Under the direction of the Network Manager and Helpdesk Coordinator, incumbent supports end-user customer relationship management. Responsibilities include creation of helpdesk workflow, helpdesk internal and external processes, helpdesk Service Level agreements, helpdesk reporting, and helpdesk customer satisfaction review. Incumbent is further responsible for daily Information Technology Operational tasks including: nightly batch jobs, tape change/rotation, system documentation, vendor requisition tracking and logging, and fixed asset tracking.
Work is performed with considerable independence. Work assigned is reviewed through observation, conferences, periodic reports, and for results obtained. Performs other related work as required.
EXAMPLES OF DUTIES
A. ESSENTIAL FUNCTIONS
Supports the Helpdesk Coordinator in all helpdesk related activities
Confers with others in the development of helpdesk policies, procedures, and service level agreements (SLA’s)
Documents helpdesk policies, procedures, and SLA’s.
Orders and tracks departmental purchases and assigns appropriate asset information.
Responsible for answering incoming calls from customers and diagnoses, resolves and follows up on complex technology problems.
Works closely with Network and Application personnel to learn details of relevant procedures.
Assists in documenting information in to the helpdesk knowledge base.
Works with the IT team to maintain a high level of availability, stability, and performance for all workstations and network services.
Utilizes helpdesk software application in a manner consistent with direction from the Helpdesk Coordinator.
Monitors trends in end-user helpdesk calls and make recommendations for end-user training.
Provides helpdesk reports on call volume, call times, etc to appropriate Information Technology personnel.
Uses network and personal computer applications to provide reports, tables, spreadsheets, integrated system solutions, and other solutions in response to user requests.
Operates all hardware components associated with mainframes, networks, personal computers, etc.
Exercises judgment in resolving issues and recommends new solutions to technical issues and requests reported by employees.
Maintains computerized phone system(s).
Utilizes helpdesk Software to Schedule preventative maintenance and service calls for computer hardware, UPS, phone systems, etc.
Maintains Information Technology asset inventory.
A. TRAINING AND EXPERIENCE
Associate’s Degree from a college, university, or vocational school in Computer Science, Math, Business Administration, or a related field, supplemented by two years experience in network and personal computer troubleshooting, technical support or a combination of two years of education, programming, or other pertinent information services experience as determined by the Department Director. Troubleshooting experience with Windows operating systems, Novell and personal computers preferred. Customer relationship management skills and prior helpdesk experience preferred.
B. KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge of operating characteristics, capabilities, and limitations of electronic computer equipment.
Knowledge of network analysis and design procedures and techniques.
Knowledge of research techniques, methods, and procedures.
Knowledge of the Internet.
Ability to present oral and written reports clearly and concisely.
Ability to conduct tests, analyze test results, detect configuration errors, and take proper corrective steps.
Ability to document configurations, special instructions, changes, and write detailed user instructions.
Ability to establish and maintain effective working relationships with management, employees, City officials, and the public.
Skill in the application of computer principles to administrative needs.
C. PHYSICAL AND MENTAL REQUIREMENTS
Ability to read and comprehend technical manuals.
Ability to work in heat, cold, around noise, and other undesirable environmental conditions.
Ability to hear and comprehend conversation spoken in various tones of voice at various speeds.
Ability to see, write quickly, speak and comprehend conversation and symbols in English.
Ability to read fine print on computer paper, computer equipment, and see lights on equipment.
Ability to use hands, wrists, and fingers to write and type.
Ability to lift weights not to exceed fifty (20) lbs., and carry for distances not to exceed twenty (20) yards items that may seem awkward.
Ability to bend, stoop, kneel, and squat.
Ability to work regularly scheduled and unscheduled overtime hours.
Ability to work in confined spaces.
Ability to deal tactfully with deadlines, interruptions, and users.
This job description is not intended to be and should not be construed as an all inclusive list of all the responsibilities, skills or working conditions associated with the position. While it is intended to accurately reflect the position activities and requirements, management reserves the right to modify, add or remove duties and assign other duties as necessary. This job description does not constitute a written or implied contract of employment.
Revision Date - 7/17/07