Help Desk Technician

Information Technology Department 

Full-Time

Job Summary:

The Help Desk Technician provides support for basic to intermediate level incident resolution and requests reported to the I.T. Help Desk.  Responsibilities include initial assessment, triage, research of basic incidents and requests regarding the use of application software products and/or infrastructure components.  The Help Desk Technician is responsible for collecting information through a customer conversation, accessing support tools, and additional I.T. support staff if needed.  Problems beyond the scope of their ability or responsibility are resolved by engaging other service resources from the I.T. Department and vendor software and hardware service desks.  Demonstrate the ability and desire to learn facility specific applications, technology, and terminology.  

Department Specific Competencies:

• Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibilities. 
• Uses the appropriate categories for logging incidents and requests
• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.
• Ensures an end-to-end customer experience and provides a single point-of-contract for the customer
• Analyzes and resolves incidents and requests regarding the use of application software or hardware.
• Logs and tracks incidents and requests from identification through resolution 
• Follows up with other I.T. support staff involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
• Documents resolutions and updates self=help and staff knowledge bases
• Grows general knowledge of facility-specific products, increasing the ability to resolve requests on first contact
• Provides after hours and on-call support as needed
• Responsible for maintaining loaner equipment inventory, ensuring loan out sheets are completed, updating the loaner equipment calendar and HelpStar
• Responsible for contactin the user regarding past due equipment returns

Education Requirements:

High school diploma or GED required.  Associates degree in I.T. related field preferred

Experience/Qualifications/Skills:

One to two years' experience working in information technology is required.  Competency is MS Office Suite required.  Competency is Windows PC hardware, printers, and remote desktop support required.  Must have strong analytical skills.  Ability to learn customer support processes and techniques.  

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