Job Title: IT Helpdesk Specialist
Department: Information Technology
Reports To: IT Operations Manager
FLSA Status: Non-Exempt
Job Code: IT Systems Associate
Summary Investigates and resolves software and hardware problems of computer users; conducts hardware diagnostics; sets up and configures workstations; performs viral maintenance and cleanup; and installs, trains, and supports hand held devices by performing the following duties.
Answers, evaluates, and prioritizes incoming telephone calls, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate. Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
Configures and installs personal computers, software, and peripheral equipment.
Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
Logs and tracks Helpdesk requests and maintains history records and related problem documentation.
Determines whether problem is caused by hardware such as workstation, modem, printer, cables, or telephone.
Prepares standard statistical reports, such as help desk incident reports.
Calls software and hardware vendors to request service regarding defective products.
Installs, trains in the use of, and supports handheld devices.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
Must be able to travel.
Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to use hands to finger, handle, or feel. The employee is occasionally required to stand; walk; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.