HELP DESK OPERATOR 03675
DISTINGUISHING FEATURES OF THE CLASS
The work involves responsibility for receiving problems and services calls within the Department of Information Technology and coordinating problem-solving efforts. The incumbent is responsible for identifying problems, attempting to determine the cause of the error, answering questions regarding systems procedures, system status and downtime. Work is performed under direct supervision of a higher-level technology/computer administrator. Supervision is not a responsibility of this position. Does related work as required.
TYPICAL WORK ACTIVITIES
Provides first-line diagnosing/trouble-shooting of computer problems relating to software packages, basic hardware issues, communication devices, security and password problems or operator error over the phone or email.
Answers general questions regarding system procedures, system status and downtime.
Provides users with basic training in the use of computer hardware/software and related topics.
Perform remote troubleshooting through diagnostic techniques;
Coordinates user calls for service with appropriate specialist.
Conducts follow-up checks to ensure that problems are resolved.
Maintains a database tracking system for change requests and user problems, and updates regarding resolutions.
Refers problems that cannot be resolved to supervisor or other appropriate specialist.
Assists in developing Help Desk/Client Services user references, instructional materials and related forms.
FULL PERFORMANCE KNOWLEDGES, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS
Good knowledge of the operation of computer systems, mobile devices and other tech products .
Good knowledge of data processing equipment capabilities and its application.
Good knowledge of modern methods, principles and techniques of data processing help-desk support activities.
Good knowledge of modern word processing, spreadsheet, and database software applications.
Good knowledge of Active Directory and setting up accounts for new users;
Ability to trouble-shoot and resolve computer users' problems using remote diagnostic techniques.
Ability to explain the use and capability of computer hardware, software, peripherals and communication devices.
Ability to install, modify, and repair computer hardware and software;
Ability to investigate any potential security threats by using virus/malware scanning software and other related techniques;
Ability to resolve basic technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems;
Ability to work well with others.
Skill in developing and maintaining effective interpersonal relations.
Ability to understand and follow verbal and written instructions.
Ability to apply a high degree of logical reasoning and resourcefulness using sound judgment, initiative and patience.
Promotion: One (1) year of permanent competitive class status in the title of Computer Equipment Maintenance Specialist.
A) Successful completion of fifteen (15) credit hours from a regionally accredited or New York State registered college, university, trade or business school in Computer Science or other computer related field; or,
B) One (1) year of work experience, or its part time equivalent, in a Help Desk or user support environment which must have included computer problem analysis and/or providing direct user support for problem/question resolution.