Job Description

JOB SUMMARY:

The Information Technology (IT) Help Desk Agent will provide the highest level of customer service via telephone, email, and face-to-face service by using a knowledge base along with their expertise to resolve basic requests in a timely fashion. The IT Help Desk Agent escalates unresolved problems/issues/requests to the immediate Supervisor/Manager. The IT Help Desk Agent is responsible for the basic task with computer and computer networks within the company to work efficiently and effectively, enabling employees to do their jobs without issue. The IT Help Desk Agent is responsible for providing day-to-day onsite and remote technical support to the organization’s staff. The IT Help Desk Agent supports the Agency's philosophy and standards of care, services, and activities.

QUALIFICATIONS:

1. A person who has a high school diploma, or equivalent.

2. Must be able to deal with sensitive information and maintain strict confidentiality.

3. Demonstrated ability in or application of organization and excellent telephone/communication skills.

4. Ability to deal effectively with high levels of stress.

5. Ability to multitask, ensuring the completion of many tasks, projects, and reports throughout the day.

6. Basic to intermediate knowledge of computer/technology skills.

RESPONSIBILITIES:

1. Answers calls and address the topics applicable to the IT Help Desk Agentsresponsibilities; facilitates support to the Agency management and staff.

2. Installs and removes software from computer systems and networks.

3. Diagnose and repair technical issues with computers and tablets.

4. Provide technical support services via telephone, email, and face-to-face.

5. Maintains effective communication with departments and personnel.

6. Ensures that all hardware and software work properly, assembling hardware and installing or deleting software.

7. Supports philosophy of the company; consistently follows Company/Agency policies and procedures; sets an example for employees.

8. Maintains compliance with applicable federal, state, and local regulations, rules, and accreditation standards.

9. Support the management team and other Agency staff to ensure timely and accurate troubleshooting of computer equipment ensuring that it runs correctly and recovers any lost or accidentally deleted data when possible.

10. Participates in personal professional growth and development.

11. Performs other job duties, as assigned.