T.T. Help Desk

JOB DESCRIPTION Department/Job Title: Information Technology Help Desk Technician Reports to: Director of IT FLSA status: Non-exempt Supervisor duties: none Classification: Classified Approved on: Position Summary: The Helpdesk Technician's role is to support and maintain organizational computer systems, desktops, and peripherals. This is a Tier 1 entry-level support position. ESSENTIAL DUTIES & RESPONSIBILITIES:

• Support development and implementation of new computer projects and new hardware installations.
• Assist in developing long-term strategies and capacity planning for meeting future hardware and organizational hardware needs.
• Provide IT department with support in all Tiers on an as needed basis.
• Conduct research on, and make recommendations for, hardware/software products in support of procurement and development efforts.
• Respond to IT service requests by email, phone, voicemail, chat, or by work order in accordance to required service level agreements.
• Manages incoming service requests and escalates to the proper tier if necessary.
• Perform in-office remote analysis, diagnosis, and resolution of technology problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
• Performs user account management tasks including, but not limited to, creation, modification, and deactivation.
• Configure, test, maintain, monitor, and troubleshoot end-user hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products in order to deliver required service levels.
• Construct and test customized configurations based on various platforms and operating systems.
• Collaborate with technology team members to ensure efficient operation of the organization's desktop computing environment.
• Prepare tests and applications for monitoring desktop performance and then provide performance statistics and reports.
• If necessary, liaise with third-party support and PC equipment vendors.
• Ensure inventory of technology assets is correct and complete. Assist with yearly audits of technology assets. Prepare decommissioned and retired equipment for disposal dispositions.
• Perform all other related duties consistent with the scope and intent of the position. KNOWLEDGE, SKILLS & ABILITIES:
• Basic knowledge of PC and desktop hardware.
• Basic knowledge of PC internal components.
• Hands-on hardware troubleshooting experience a plus.
• Basic equipment support experience.
• Basic technical understanding of current protocols, operating systems, and standards.
• Ability to operate tools, components, and peripheral accessories.
• Able to read and understand technical manuals, procedural documentation and OEM guides. Strong customer service skills. JOB DESCRIPTION
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Good written, oral, and interpersonal communication skills.
• Ability to conduct research into PC and software issues and products as required.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Team-oriented and skilled in working within a collaborative environment. QUALIFICATIONS & REQUIREMENTS: Education & Experience:
• High School diploma or equivalent
• Entry-level industry certifications (CompTia A+ or equivalent) are preferred, but not required. Regulatory Compliance Requirements: Must possess, or be able to obtain and maintain, current and valid Arizona DPS Level 1 IVP Fingerprint Clearance Card. Other card types need to be converted to Level 1 IVP before employment can begin. Valid Arizona or other state issued driver's license. Computer Proficiency: Microsoft Applications & Google G-Suite 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 the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Sitting, standing, or walking for extended periods.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
• Lifting and transporting of moderately heavy objects up to 40 lbs., such as computers and peripherals. WORK ENVIRONMENT:
• In-district travel may be required for the purpose of supporting technicians with on-site hardware and software troubleshooting and repair and other duties as assigned. Disclaimer: The duties and responsibilities identified in this position description are illustrative only and are in no way intended to be a complete list of activities that may be required of an incumbent. The information contained in this job description is for compliance with the American Disabilities Act (ADA) and is not an exhaustive list of duties performed for this position. Additional duties may be performed by the individual currently holding this position and additional duties may be assigned.