Job Description
Help Desk Technician
Position Summary:
Primary contact for Help Desk issues; performs a variety of computer/network problem analysis and monitoring tasks for the Information Technology Department; acts upon issues or consults appropriate technical staff; logs, coordinates, and tracks requests; escalates issues when necessary.
Position Duties:
- Monitors Help Desk requests, performs problem analysis, response, and resolution; seeks assistance from IT staff when appropriate
- Provides prompt and courteous responses to the telephone hotline calls
- Prioritizes and manages multiple requests
- Identifies urgent requests and responds in a timely manner
- Documents requests not entered through Help Desk system, presented via telephone, email, or in person
- Provides first level of support - collects appropriate information, such as number of individuals affected, criticality and timeliness of the issue.
- Ascertains whether the issue is procedural, software, hardware or service related
- Performs basic troubleshooting, asks appropriate questions to correctly identify core issues
- Provides timely escalation of second-level problems to appropriate staff
- Ensures prompt, accurate status and feedback of questions and problems to end-users, management, and staff
- Works with technical staff to produce and maintain support documentation and procedure manuals for staff and end-users
- Evaluates tools and methods to enhance the Help Desk database, forms, and procedures
- Acts as project resource for given technology implementation projects
- Conducts periodic user satisfaction surveys and tracks user problem trends; makes recommendations for improvements to systems and creates reports based on information provided from user surveys and trends
- Coordinates/facilitates repair of hardware
- Assists in preparing hardware for deployment
- Performs basic systems administrative functions such as ID creation, group memberships and account verification
- Assists in maintaining master inventory of hardware assets and software licensing
- Participates in department's teamwork concept
- Meets departmental and organizational deadlines
- Performs various other activities as required
Qualifications
- Superior telephone etiquette skills in answering phone and initiating phone calls; this is one of the primary responsibilities
- Possess strong customer service skills and a working knowledge of IT departmental procedures
- Able to take initiative and be assertive to solve problems
- Ability to organize work in an efficient manner and work with more than one project/responsibility at a time
- Possess strong problem-solving skills and inherent decision-making ability
- Work well under stress and time pressures to meet deadlines
- Possess strong verbal and written communication skills, and interact effectively at all levels within the organization
- Work with minimal direct supervision
- Accurate typing and data entry skills via PC keyboard
- Familiar Windows operating systems and Active Directory
- Basic computer network knowledge – IP addresses, DNS, and DHCP
- Knowledgeable about computer hardware and devices
- Read and comprehend printed data/information, and data/information displayed on a digital screen
- Recognize discrepancies in written/recorded data/information
Personal Traits:
- Team Player – the successful candidate will support the collective work and responsibilities of the IT Department through effective and civil interactions
- Exhibits patience and emotional intelligence toward others
- Candidate must be helpful to end users and staff
- A successful candidate must possess a willingness to learn – technology changes at a rapid rate; keep up to date with new developments
- Support the mission – the department’s mission is to provide technology support to its constituents
- Adaptability – changes are frequently required for us to fulfill our mission of supporting our constituents
Education/Training
This position requires communications and analytical skills normally acquired through two years of post-secondary education in mathematics, computer science or a related field, or equivalent technical training in a computer-related field.
Experience
This position requires a year of experience with computer operations, network communication systems or in a setting with high exposure to personal computers to become familiar with a variety of software and hardware.
Or an equivalent combination of relevant education and/or experience.
Job Type: Full-time
Pay: $21.00 - $24.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Compensation Package:
Schedule:
- 8 hour shift
- Monday to Friday
Location:
- Harrisburg, PA 17111 (Preferred)
Ability to Commute:
- Harrisburg, PA 17111 (Required)
Work Location: In person
