Help Desk/Support Specialist (Levels 1-6)

Key Responsibilities:

• Record and manage incidents, providing comprehensive customer support for IT and IS services.
• Offer technical assistance to computer system users, addressing hardware and software-related issues, including printing, installation, word-processing, electronic mail, and operating systems.
• Maintain a service-oriented perspective, understanding the relationships and dependencies between hardware, software components, and supporting organizations.
• Troubleshoot and resolve computer problems for clients through various support channels.
• Provide guidance on the use of computer hardware and software, including installation, printing, word-processing, electronic mail, and operating systems.

Additional Responsibilities (may vary by experience level):

• Develop and implement software standards and guidelines to protect sensitive information.
• Test and modify databases and management systems, or oversee related programming tasks.
• Plan and implement security measures to safeguard data in computer files.
• Coordinate the installation and testing of new products and system improvements.
• Train users and answer their questions.
• Establish and optimize database parameters.
• Develop data models and methods for integrating different products.
• Review project requests and manage database development.
• Monitor database performance and make necessary adjustments.
• Stay updated on industry trends in database systems.
• Coordinate IT changes at field locations.

Requirements

Skills and Qualifications:

• Proficiency in computers and electronics
• Customer and personal service skills
• Knowledge of telecommunications
• Administration and management abilities
• Engineering and technology knowledge
• Critical thinking skills
• Effective verbal and written communication
• Complex Problem-solving abilities
• Deductive reasoning
• Inductive reasoning

• HD/SS1: Bachelor's or Associate degree in a relevant field (Computer Science, Information Systems, Engineering, Business, or related discipline).
• HD/SS2: Bachelor's degree or equivalent experience.
• HD/SS3: Bachelor's degree or equivalent experience.
• HD/SS4: Bachelor's degree or equivalent experience.
• HD/SS5: Bachelor's degree or equivalent experience.
• HD/SS6: Bachelor's degree or equivalent experience.

Minimum Experience:

• HD/SS1: Bachelor's or Associate degree and 0-3 years, or 3 years of software development experience
• HD/SS2: Bachelor's degree and 3 years specific, or 7 years of experience
• HD/SS3: Bachelor's degree and 6 years, or 10 years of experience
• HD/SS4: Bachelor's degree and 11 years specific, or 15 years of experience
• HD/SS5: Bachelor's degree and 16 years, or 21 years of experience
• HD/SS6: Bachelor's degree and 16 years, or 21 years of experience

Certifications:

Substitution Policy:

• General professional years of experience may be substituted for specialized years of experience at a ratio of 3 years of general experience for 1 year of specialized experience.
• An Associate’s degree in a relevant field will be considered equivalent to 18 months of specialized experience.
• A Bachelor’s degree in a relevant field will be considered equivalent to 3 years of specialized experience (total equivalency is not cumulative when combined with an Associate’s degree).
• A Master’s degree in a relevant field will be considered equivalent to 2 years of specialized experience (up to a total of 5 years when combined with a Bachelor’s).
• A Doctorate in a relevant field will be considered equivalent to 2 years of specialized experience (up to a total of 7 years when combined with a Master’s and a Bachelor’s).