It Helpdesk Technician I

Description

This position receives and responds to computer users’ requests for service and assistance with computer hardware, software and network problems; troubleshoots, diagnoses and repairs computer hardware and peripheral equipment; and performs related technical work as required. This class works according to some procedures but decides how or when to do things; work is reviewed regularly by supervisor.

The work is considered light-to-medium in nature and involves walking or standing much of the time and also involves exerting between 20 and 50 pounds of force on a recurring basis, or considerable skill, adeptness and speed in the use of fingers, hands or limbs in tasks involving close tolerances or limits of accuracy. The work requires the following physical abilities to perform the essential job functions: crawling, crouching, feeling, fingering, grasping, handling, hearing, mental acuity, pulling, pushing, repetitive motion, speaking, talking, visual acuity, and walking.

Work environment involves exposure to no known environmental hazards; and is safe and secure that may periodically have unpredicted requirements or demands.

Essential Job Functions

• Receives and responds to requests from computer users for service and assistance with computer hardware, software and network problems;
• Troubleshoots, maintains and repairs computer hardware and peripheral equipment; assists in troubleshooting and resolving computer software problems;
• Performs remote and on-site repairs as appropriate;
• Assists in maintaining computer network connectivity;
• Maintains Help Desk tracking system and associated records (including but not limited to work orders, inventory, and software license);
• Assists department personnel in implementing anti-virus procedures and with other technical duties as requested;
• Receives and responds to employee inquiries, requests for assistance and complaints in areas of responsibility;
• Accurately performs general clerical work as required, including but not limited to preparing reports and records, entering and retrieving computer data, copying and filing documents, answering the telephone, etc.;
• Attends training as required to maintain job knowledge and skills; and
• Performs other related duties as assigned.

Qualifications

MINIMUM REQUIREMENTS TO PERFORM WORK:

• Associate’s degree in computer science, information technology or closely related field;
• Two (2) years of relevant prior experience in a technical or help desk support/service environment;
• Prior experience in local government or law enforcement technologies preferred;
• CompTIA A+ Certification preferred;
• Valid South Carolina Class “D” Driver’s License.

Knowledge, Skills, and Abilities

• Knowledge of addition and subtraction, multiplication and division, and/or calculating ratios, rates and percentages;
• Knowledge of the English language;
• Knowledge of Microsoft Windows Operating Systems and Microsoft Office Products preferred;
• Ability to learn the use of new tools, repair equipment, technology hardware, and software;
• Ability to gather, organize, analyze, examine or evaluate data or information and may prescribe action based on such data or information;
• Ability to operate or repair complex machinery or equipment that requires extended training and experience, such as computer hardware, software and network systems; involves installation and testing;
• Ability to perform skilled work involving rules/systems with almost constant problem-solving;
• Ability to read technical instructions, procedures, manuals and charts to solve practical problems; composing routine reports and specialized reports, form business letters with proper format; speaking compound sentences using normal grammar and word form. Position requires speaking informally to groups of co-workers; composing original reports and other written materials using proper language, punctuation, grammar and style;
• Ability to perform specialized technical or entry-level professional work requiring general understanding of operating policies and procedures and their application to problems not previously encountered; application of specialized technical or professional principles and practices or the use of a wide range of administrative methods in the solution of problems; requires normal attention with short periods of concentration for accurate results and occasional exposure to unusual pressure;
• Ability to understand and comply with all COC policies and procedures while demonstrating ethical and judgment that represents the highest image expected of a City of Columbia employee;
• Ability to guide others, requiring frequent decisions affecting co-workers and others who depend on the service or product; works in a somewhat fluid environment with rules and procedures but with many variations from the routine; and
• Ability to provide information, guidance or assistance to people to directly facilitate task accomplishment; may give directions or assignments to helpers or assistants as delegated by IT Administration.