The Help Desk Technician is responsible for providing first level problem determination and support to the agency’s user community. This includes interviewing the user while analyzing the user’s request, quickly determining the appropriate resolution/escalation, communicating the resolution/escalation to the user, and fully documenting the process from the inception through closure and subsequent follow-up as consistent with Information Technology standards.

The technician is also responsible to:

• Educate users as to the solution of hardware/software problems by answering questions, interpreting operating instructions, and providing references
• Cooperate with other personnel and workgroups, to practice on-going self-development and to demonstrate behaviors that are aligned with the agency’s vision and mission
• Clearly isolate and define problems, and resolve them when able or escalate them when unable to resolve
• Make quick, realistic, practical decisions in urgent situations; ask others for their opinions, suggestions, and ideas; use strong questioning skills; and correctly and innovatively apply expertise to solving technical problems.
• Use planning skills to ensure work at a high level of energy on high priority items, monitor important details rather than trivial ones, prepare for potential problems, and consider overall systems and how to improve them
• Use self-management skills to ensure the technician remains calm and effective in high-pressure situations and with irate users, take initiative, and continuously improve knowledge, skills, and attitude

Preference will be given to applicants with four plus years of full-time experience in direct hands-on work with personal computer hardware and software installation and maintenance.

Required Skills:

The technician must be able to independently provide technical support to computer users. This includes a comprehensive knowledge of both personal computer and Local Area Network hardware and software; possession and application of skills in oral communication, problem solving and decision making; and highly developed competencies in customer service and interpersonal skills.

• Experience working in an environment directly related to the position
• Ability to tactfully relate to and communicate with persons with different levels of technical knowledge
• Ability to quickly learn and apply new technical information related to job
• Experience with Apple Computers/Apple operating systems.

Core Skills Include:

• Working knowledge of Microsoft networks and VPN
• Experience installing and configuring MS Office including Office365
• Background installing, configuring and troubleshooting Microsoft Windows operating systems
• Knowledge of imaging processes
• Hardware experience including Lenovo computers and Hewlett Packard printers
• This position requires the ability to lift/move/carry personal computers and peripherals and to bend, crawl, and reach in order to install equipment.   This position will be focused on deploying new computers.

Required Skills Required Experience