Help Desk Technician

Help Desk/User Support

 

?  Practical knowledge of standard and detailed procedures supporting information systems user environments which typically can only be obtained through extended training or experience.  Utilizes technical methods to interpret results based on observations or previous knowledge to perform assignments carrying out various technical projects which involve the use of specialized and complex techniques and procedures.

?  Practical knowledge of the Remedy Help Desk system.  Knowledge on leveraging the reporting capability for workload analysis and workforce planning.  Capability to recommend changes to the configuration and user acceptance of Help Desk capabilities is desired.

?  Knowledge of various operating systems and systems programming techniques, pertinent characteristics of system hardware and software including, but not limited to IBM RS/6000 (UNIX), MS-DOS, MS Windows OS.

?  Knowledge of commercial off-the-shelf (COTS) Modernization software which consists of but not limited to: Lotus Notes, MS Word processor.

?  Knowledge of commercial off-the-shelf microcomputer software which consists of: WordPerfect Office/Lotus Notes, MS Powerpoint Presentations, and MS Word processor, NetShield,  MS Excel, Netscape, Internet Explorer, WS-FTP.

?  Knowledge of Local Area Network systems and their function with other systems including Wide Area networks.

?  Working knowledge of office automation utilizing Information Systems related to the areas of equipment and software capabilities and their limitations.

 

Work assignments consist of various tasks or duties involving many different methods in unrelated processes such as those related to well established aspects of an administrative or professional field.  Typical assignments involve the analysis of information provided by the user or error codes from a computer system having various alternatives to which a corrective action for the failure is required.  Work involves analyzing and treating a variety of computer processing problems that are complicated by variations in program requirements or unusual system failures.  Reconstructing incomplete processing and providing for continuation of processing in problem situations where less than full system capacity might be available.  Incumbent must identify the problem, consider a number of alternatives that include concerns for many factors including incomplete or conflicting data.  Approaches to problem solutions must be determined by the incumbent based on interpretation of considerable data, identification of the nature and severity of the problem, alternative courses available to resolve it and staff workload and refinement of methods and techniques to be used. In many cases a presentation of the case and its results must be made to peers to ensure system integrities, as well as to other users who may encounter similar situations.  The incumbent is faced with making many types of decisions requiring integration of technical information with user requirements and long-term goals and objectives for the Help Desk  function.