Help Desk Operator

DISTINGUISHING FEATURES OF THE CLASS

This in an entry level technical support position assigned to user-support functions. The incumbent is usually the initial contact for information technology users seeking technical support. The incumbent answers questions, resolves problems, does routine hardware and software installation, and performs a variety of other activities related to user support. The work is performed under the general supervision of the Administrator of Information Technology and is non-supervisory. Incumbents may provide training and/or tutoring to users in operating equipment and systems. Does related work as required.

EXAMPLES OF WORK

(illustrative only) Answers incoming help desk calls and uses on-line diagnostic software, manuals, and problemtracking logs to determine malfunctions; Determines whether problems are caused by hardware, software, communication devices, or operator error; Instructs users on proper methods for data manipulation, software application, or hardware operation; Refers problems that cannot be resolved to technical staff or a vendor and tracks all service requests for inception to resolution; Records problems in manual or automated tracking log; Performs routine installation, testing, and maintenance of hardware, software, and peripherals; Runs diagnostic software to ensure that equipment operates properly; Conducts in-service training for operating staff in the use of electronic office software and administrative applications; Assists in maintains files, databases, and application servers and other related computer resources; Maintains directory of users and prepares work-related reports.

FULL PERFORMANCE KNOWLEDGE, SKILLS, ABILITIES, AND PERSONAL CHARACTERISTICS

Good knowledge operation of computer hardware, software, peripherals, and communication devices; good knowledge testing procedures and debugging techniques; good knowledge of agency programs, functions, and organizational units; ability to speak, write, and listen effectively; ability to read, understand, and interpret technical and procedural manuals; ability to explain the use and capability of computer hardware, software, peripherals, and communication devices; ability to instruct users in software and hardware operations; ability to establish and maintain effective working relationships; ability to react positively to calls for software and hardware assistance; clerical aptitude; physical condition commensurate with the demands of the position.

MINIMUM QUALIFICATIONS

either: A) Graduation from a regionally accredited or New York State registered college or university with an associate's degree in computer science, computer technology, information management, technology, or science, or related field and one year of work experience in user support in the operation of micro-computers and peripheral equipment; or B) Graduation from high school or possession of a high school equivalency diploma and three (3) years of work experience as defined in A) above; or C) An equivalent combination of training and experience as defined by the limits of A) and B) above.

Pay:

$17.00 - $22.00 per hour

Benefits:

Dental insurance Employee assistance program Health insurance Life insurance Paid time off Retirement plan Vision insurance

Work Location:

In person