HELP DESK SPECIALIST

SUMMARY:

The Help Desk Specialist is responsible for providing support to end users on a variety of issues including identification, research, and resolution of technical problems. This position is governed by state and federal laws and institution policy.

TYPICAL FUNCTIONS:

Responds to telephone calls, emails, and personnel requests for technical or informational support.

Confers with clients by telephone or in person, in order to provide information about services, to take orders or cancel accounts, or to obtain details of complaints.

Documents, tracks, and monitors the problem to ensure a timely resolution.

Provides support to users on a variety of issues related to hardware, software, and peripheral equipment or agency related information.

Enters systems commands and observes functioning to verify correct operations or errors.

Utilizes technical manuals and conducts computer diagnostics to investigate and resolve reported problems.

Evaluates and prioritizes requests for help and escalates high priority requests to appropriate staff members.

Identifies, searches, and resolves technical problems or reported inquiries and complaints.

Assists in the development of problem resolution procedures for new and existing computer systems.

Performs other duties as assigned.

KNOWLEDGE, ABILITIES, AND SKILLS:

Knowledge of problem recognition, research, isolation, and resolution steps. Knowledge of computer installations of new hardware and software. Knowledge of agency/institution specific program information, software, and hardware.

Ability to communicate with clients, orally and in writing, to gather appropriate information, and process or escalate complaints and requests to the proper personnel. Ability to design and update computer problem resolution procedures.

MINIMUM EDUCATION AND/OR EXPERIENCE:

The formal education equivalent of a bachelor