HELP DESK ENGINEER

JOB DESCRIPTION HELP DESK ENGINEER INFORMATION TECHNOLOGY

Human Resources Newport News, Virginia Department

GENERAL STATEMENT OF RESPONSIBILITIES

Under limited supervision this position is responsible for performing difficult technical work in the support of Information Technology systems and related devices across various departments within the City of Newport News. Reports to the Help Desk Manager.

ESSENTIAL JOB FUNCTIONS

Provides technical hardware and software support for Personal Computers, Printers and Plotters and Computer Storage devices. Conducts the necessary research to troubleshoot and resolve problems. Performs virus detection analysis as necessary. Installs new hardware as necessary. Assists with installing and updating software and maintains patch management. Monitors the Help Desk Ticketing system and maintains documentation as necessary. Evaluates and recommends acquisition of additional, replacement and upgraded personal computer systems to meet the City's information technology needs; interfaces and communicates with computer hardware vendors, regarding the acquisition or discontinuance of equipment and maintenance support; maintains a supply of commonly replaced computer and printer parts; schedules additions/deletions to the information technology environment in a manner which results in minimal disruption of customer services. Monitors on-going operation of the remote communications networks; identifies existing and potential problem areas; initiates corrective action, and recommends reallocation of resources when work load conditions are not balanced. Performs other duties as assigned.

PERFORMANCE STANDARD

Employees at all levels are expected to effectively work together to meet the needs of the community and the organization through work behaviors demonstrating the City's Values. Employees are also expected to lead by example and demonstrate the highest level of ethics.

REQUIRED KNOWLEDGE

Information Technology

• Thorough knowledge of Windows Operating Systems, PCs, Peripheral Devices, and Cabling systems. Thorough knowledge of Microsoft Office Suite, Adobe Acrobat Professional and related software. Knowledge of Remote Access Technologies. PC# 22290 Page 1 of 3 Revised 02/01/2024 Customer Service
• Considerable knowledge of principles and processes for providing customer service.

This includes setting and meeting quality standards for services, and evaluation of customer satisfaction.

REQUIRED SKILLS

Critical Thinking

• Utilizes logic and reasoning to understand, analyze and evaluate complex situations and research information to identify the strengths and weaknesses of alternative solutions, conclusions or approaches. Interpersonal Relationships
• Develops and maintains cooperative and professional relationships with employees and all levels of management to include representatives from other departments and organizations. Time Management
• Plans and organizes daily work routine.

Estimates expected time of completion of elements of work and establishes a personal schedule accordingly. Implements work activities in accordance with priorities and estimated schedules.

REQUIRED ABILITIES

Analytics

• Ability to research, identify and resolve critical problems of information systems to include troubleshooting for hardware and software problems. Communication
• Ability to communicate ideas effectively, to include the preparation of reports and logs.

Ability to listen and understand information and ideas being presented verbally and in writing. Ability to handle a variety of customer service issues with tact and diplomacy and in a confidential manner.

EDUCATION AND EXPERIENCE

Requires an Associate's Degree in Information Technology or a closely related field and 5 years of experience in personal computer support, or an equivalent combination of education and experience.

ADDITIONAL REQUIREMENTS

Requires an acceptable general background check to include a local and state criminal history check, sex offender registry check, and a valid driver's license with an acceptable driving record.

PHYSICAL REQUIREMENTS

Requires the ability to exert light physical effort in sedentary to light work. Some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5-10 pounds). May occasionally involve heavier objects and materials (up to 40 pounds). Tasks may involve extended periods of time at keyboard or work station.

SENSORY REQUIREMENTS

Some tasks require the ability to perceive and discriminate sounds, sounds and visual cues or signals. Some tasks require the ability to communicate orally. PC# 22290 Page 2 of 3

Revised:

02/01/2024 ENVIRONMENTAL

EXPOSURES

Essential functions are regularly performed without exposure to adverse environmental conditions. PC# 22290 Page 3 of 3

Revised:

02/01/2024