Help Desk Technician; NY HELPS

Help Desk Technician

LOCATION:

Northeastern Regional Information Center – 900 Watervliet-Shaker Road

BASIC FUNCTION:

The Help Desk Technician is the primary contact with employees regarding repair and troubleshooting. Incumbent provides prescribed technical assistance to users via the telephone for problems that are routine in nature. Enters calls into department support call tracking database/system. Troubleshoots technical support requests to determine if problem is caused by hardware/software, or peripheral equipment. Incumbent answers multiple line telephone in the performance of the duties.

Incumbent may perform duties out of the office at user-specific locations. Supervision is not a responsibility of this class. Work is performed under the general direction of Network and Systems Technicians. Does related work as required.

RESPONSIBILITIES:

• Receives technical assistance/support requests via telephone, e-mail, computerized ticket system and in person for the support services provided by the assigned team.
• Reviews and resolves computer software and hardware problems of users.
• Logs requests for technical support into a computer, forwards requests as necessary.
• Troubleshoots routine and standard personal computer problems, and provides prescribed technical assistance if applicable.
• Answers telephones and direct calls as necessary.
• Travels between user-specific locations, as needed.
• Installs personal computers and peripheral equipment as necessary.
• Installs/re-installs personal computer operation systems as necessary.
• Sets up personal computer operating systems, third party software, and data/Internet/Intranet access for user-specific needs.
• Provides assistance to Resource Center users regarding the use of peripheral personal computer equipment and software.
• Maintains computerized files regarding the use of the divisions' services by other departments and sends billing statements to those departments.
• Meets with departments to provide technical assistance regarding departmental specific software, and acts as a liaison between the department and the vendor/manufacturer of the third-party software in cases of vendor required support and defective software/hardware.
• Maintains support documentation, files and records, as necessary.
• Performs related duties, as required.
• Working knowledge of personal computers and the peripheral equipment.
• Working knowledge of modern office equipment and terminology.
• Working knowledge of modern information services terminology.
• Working knowledge of business English.
• Skill in the use of a personal computer keyboard.
• Ability to communicate technical information both verbally and in writing.
• Ability to use a personal computer.
• Ability to convey prescribed technical procedures via the telephone.
• Ability to follow oral and written instructions.
• Ability to establish and maintain effective working relationships.