Systems Infrastructure Technician

POSITION DESCRIPTION

I. Title of Position: IT Help Desk Technical Specialist I

II. Nature of Position: The Help Desk Technical Specialist I is a staff position that

provides technical support assisting end-users with their day-to-day technical issues.

III. Qualifications:

A. Associate’s (or higher) degree in computer science or related field preferred.

B. At least one year of technical work experience or equivalent education required.

C. Two or more years of technical work experience preferred.

D. One or more relevant technical certifications (e.g. A+, Network+, Security+)

preferred.

E. Basic understanding of desktop operating systems, various software applications

and PC/Server/Network hardware.

F. Basic understanding of Internet technologies and products.

G. Basic understanding of electrical safety procedure.

Responsible to: IT Manager

V. Responsibilities:

A. Under general supervision, provide technical software, hardware and network

problem resolution to customer end-users by performing question/problem

diagnosis and guiding users through step-by-step solutions in a call center

environment.

B. Act as the initial contact for all end-users that need technical support.

C. Answering the help desk phone, creating new or updating existing tickets, and

responding to tickets assigned as appropriate.

D. Clearly communicate technical solutions in a user-friendly professional manner

and assist senior technicians as needed.

E. Follow defined procedures and policies to resolve recurring issues.

F. Escalate or involve senior technicians on more sensitive or complex end-user

problems.

G. Perform related work as required.