HELP DESK TECHNICIAN

JOB DESCRIPTION HELP DESK TECHNICIAN INFORMATION TECHNOLOGY

Human Resources

NEWPORT NEWS, VA

Department

GENERAL STATEMENT OF RESPONSIBILITIES

Under general supervision, this position monitors computer system operations and automated processing requests from user departments. This position provides initial customer support by serving as the first point of contact for individuals contacting the City, responding to routine inquiries, and resolving basic service issues. Reports to the Help Desk Manager.

ESSENTIAL JOB FUNCTIONS

Responsible for monitoring computer system operations and initiating corrective action as necessary. Provides technical support for desktop computer hardware, including computers, printers, plotters, laptops, mobile devices, phones, and servers. Provides Tier I PC-based help desk support by responding to help desk tickets, emails, and calls in a timely manner; diagnoses and resolves routine hardware, software, password, network, and related technical issues; resets security passwords; provides periodic and in-person technical assistance to City personnel; and creates, updates, and manages support tickets in the help desk ticketing system to ensure accurate documentation of user issues and resolutions, escalating complex issues to higher-level support staff as needed. Assists with ordering, receiving, and validating IT asset inventory and coordinates the setup, configuration, and deployment of hardware for new users. 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

• Knowledge of Information Technology equipment, information systems and software applications.

Understanding of Information Technology principles and production control practices. Customer Service —Knowledge of principles and processes for providing customer service. This includes setting and meeting quality standards for services, and evaluation of customer satisfaction. PC# 31587, 38773 Page 1 of 2

Revised:

03/01/2026 REQUIRED SKILLS Computer Skills

• Utilizes a personal computer with word processing, spreadsheet, and related software to effectively complete a variety of helpdesk and administrative tasks with reasonable speed and accuracy. 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

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. Judgment/Decision Making
• Ability to use logic and reasoning to understand, analyze, and evaluate situations and exercise good judgment to make appropriate decisions.

Ability to troubleshoot desktop hardware and software problems. Ability to coordinate resources in Information Technology to respond to Helpdesk issues.

EDUCATION AND EXPERIENCE

Requires a high school diploma and 2

• 4 years of experience in computer system operations or a related field, 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.

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 (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 and visual cues or signals. Tasks will require the ability to communicate orally.

ENVIRONMENTAL EXPOSURES

Essential functions are regularly performed without exposure to adverse environmental conditions PC# 31587, 38773 Page 2 of 2

Revised:

03/01/2026