HELP DESK SPECIALIST

Description

POSITION TITLE: Help Desk Specialist 

DEPARTMENT: Information Technology

CLASSIFICATION: Exempt 

APPROVED BY: CEO 

WAGE GRADE: 7 

REPORTING RELATIONSHIPS

POSITION REPORTS TO: End User Support Manager

POSITIONS SUPERVISED: None

POSITION PURPOSE

The Help Desk Specialist serves as the first line of technical support for internal customers. This position provides technical assistance with Credit Union owned desktop equipment and software by gathering essential information and resolving or escalating requests as necessary for quick resolution. Support team members and ensure that established deadlines and client needs are met. Keep management well informed of area activities. 

ESSENTIAL FUNCTIONS AND BASIC DUTIES

The duties outlined for a Help Desk Specialist involve a combination of technical expertise, customer service skills, and effective communication to ensure end-users receive timely and efficient support for their IT-related needs.

User Support:

• Provide first-level support to end-users, addressing their technical issues and inquiries.
• Assist users with hardware and software problems, troubleshoot issues, and offer solutions.

Ticket Management:

• Log and prioritize support requests using a ticketing system.
• Monitor and manage the status of open tickets, ensuring timely resolution and follow-up.

Issue Identification and Diagnosis:

• Analyze user-reported problems to identify the root cause of technical issues.
• Use diagnostic tools and techniques to determine the nature of hardware, software, or network problems.

Remote Assistance:

•  Provide remote support to end-users through phone, email, or remote desktop tools.
• Guide users through step-by-step instructions to resolve issues.

Hardware and Software Installation:

• Assist in the installation, configuration, and maintenance of hardware components and software applications.
• Ensure compliance with organizational policies and procedures during installations.

Password Management:

• Handle password resets and account unlocks for end-users.
• Educate users on password security best practices.

Documentation:

• Maintain accurate records of support interactions, solutions provided, and troubleshooting steps.
• Contribute to the knowledge base by documenting common issues and resolutions.

User Training:

• Provide basic training to users on common software applications and IT tools.
• Create user guides and documentation to facilitate self-help solutions.

Communication:

• Communicate technical information to non-technical users in a clear and understandable manner.
• Keep users informed about the status of their support requests.

Collaboration with IT Teams:

• Collaborate with other IT teams to escalate and resolve complex technical issues.
• Share insights and feedback to improve overall IT service delivery.

Security Awareness:

• Promote security best practices among end-users.
• Report and address security incidents or vulnerabilities promptly.

Software Updates and Patching:

• Assist in the deployment of software updates and patches to end-user devices.
• Ensure that systems are kept up-to-date to address security vulnerabilities.

Vendor Interaction:

• Communicate with external vendors for support and issue resolution.
• Coordinate with vendors to escalate and resolve hardware or software-related problems.

Mobile Device Support:

• Provide support for mobile devices, including smartphones and tablets.
• Configure email accounts, troubleshoot connectivity issues, and assist with mobile device management.

End-User Satisfaction:

• Ensure a high level of customer satisfaction by addressing user needs promptly and professionally.
• Seek feedback from users to identify areas for improvement.

Hardware Inventory Management:

• Maintain an inventory of end-user hardware, including computers, peripherals, and mobile devices.
• Assist in tracking hardware assets and managing equipment lifecycle.

Incident Resolution:

• Work towards timely resolution of incidents and service requests.
• Escalate issues to higher-level support or management when necessary.

IT Policy Compliance:

• Enforce compliance with IT policies, procedures, and guidelines.
• Educate users on IT policies and acceptable use of technology resources.

Problem Solving:

• Apply problem-solving skills to identify and resolve technical issues efficiently.
• Troubleshoot a variety of hardware, software, and network-related problems.

Professional Development:

• Stay informed about the latest technologies and industry trends.
• Participate in training programs and certifications to enhance technical skills.

PERFORMANCE MEASUREMENTS

• Support functions are performed effectively and in accordance with established policies and procedures.
• Good working relationships, DEI and collaborative initiatives exist with Credit Union personnel, members and vendors.
• Management is appropriately informed of area activities and of any significant problems.
• Required reports and documents are generated accurately and timely

Requirements

QUALIFICATIONS

EDUCATION/CERTIFICATION: High School diploma

REQUIRED KNOWLEDGE: 

• Knowledge of computer software and hardware.
• Knowledge of desktop hardware & applications.
• Knowledge of office equipment directly accessible to staff.
• Knowledge of server hardware and network equipment.

EXPERIENCE REQUIRED: 12 months of similar or related experience 

SKILLS/ABILITIES:  

• Excellent oral and written communications skills.
• Strong critical thinking and problem solving abilities.
• Solid organizational abilities, attention to detail and quality control.
• Time management skills to meet deadlines.
• Solid interpersonal skills and ability to interact respectfully with both technical and non-technical people.
• Ability to operate all related computer hardware and software.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

FINGER DEXTERITY: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.

TALKING: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.  

AVERAGE HEARING: Able to hear average or normal conversations and receive ordinary information.

REPETITIVE MOTIONS: Movements frequently and regularly required using the wrists, hands, and fingers.

AVERAGE VISUAL ABILITIES: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.

PHYSICAL STRENGTH: Sedentary work; sitting most of the time. Exerts up to 50 lbs. of force occasionally.

WORKING CONDITIONS

NONE: No hazardous or significantly unpleasant conditions. (Such as in a typical office.)

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

REASONING ABILITY:  

• Ability to deal with a variety of variables under only limited standardization.
• Able to interpret various instructions.

MATHEMATICS ABILITY:  

• Ability to perform basic math skills, use decimals to compute ratios and percents, and to draw and interpret graphs.

LANGUAGE ABILITY:  

• Ability to read a variety of books, magazines, instruction manuals, and reports
• Ability to prepare memos, reports, and essays using proper punctuation, spelling, and grammar.
• Ability to communicate distinctly with appropriate pauses and emphasis; correct punctuation (or sign equivalent) and variation in word order.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well constructed job descriptions are an integral part of any effective compensation system.  

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.  

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.