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Help Desk Technician
POSITION: Help Desk Technician DEPARTMENT: Information Technology PAYGRADE: Help Desk Tech I -108 (NE) Help Desk Tech II - 107 (NE) Help Desk Tech III - 106(NE) PAY: Help Desk Tech I Min: $27.577/hour Mid: $35.161/hour Max:$42.744/hour Help Desk Tech II Min: $25.773/hour Mid: $32.860/hour Max: $39.948/hour Help Desk Tech III Min: $24.087/hour Mid: $30.711/hour Max: $37.334/hour DEADLINE: February 16, 2024
Help Desk Technician III Purpose of Classification: The purpose of this classification is to provide routine, tier I technical support to CCWA end users and to monitor systems for critical and/or urgent messages. Essential Functions: The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned. Monitors the help desk emergency line and the help desk call tracking solution for new assistance requests: answers calls, chats and emails; determines nature of problems and troubleshoots issues; provides resolution routine issues or dispatches calls to appropriate tier II support personnel; and documents all reported issues in the call tracking system. Monitors system messages: reports critical and/or urgent items to the appropriate support level. Assists System Administrator with hardware tracking and maintenance activities: documents hardware components; replaces defective hardware; installs software; and coordinates shipment of defective hardware for repair or replacement as directed. Installs special desktop/laptop configurations and image deployments as assigned. Processes a variety of documentation associated with department/division operations, within designated timeframes and per established procedures. Operates a personal computer to enter, retrieve, review or modify data, utilizing word processing, spreadsheet, database, Internet, e-mail, or other software; and operates general office or other equipment as necessary to complete essential functions. Communicates with supervisor, other CCWA employees, and other individuals as needed to coordinate work activities, review status of work, exchange information, or resolve problems. Additional Functions: Performs other related duties as required. Minimum Qualifications: High school diploma or GED required. Must have one year experience with technical knowledge of advanced PC diagnostics and strong familiarity with Microsoft Windows Platform. . Specific License or Certification Required: Must possess and maintain a valid Georgia Drivers license. A+ certification is preferred. Specific Knowledge, Skills, or Abilities: Must be able to demonstrate proficiency in performance of the essential functions and learn, comprehend, and apply all CCWA or departmental policies, practices, and procedures necessary to function effectively in the position.
Help Desk Technician II Purpose of Classification: The purpose of this classification is to provide routine, tier I technical support to CCWA end users and to monitor systems for critical and/or urgent messages. Essential Functions: The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned. Monitors the help desk emergency line and the help desk call tracking solution for new assistance requests: answers calls, chats and emails; determines nature of problems and troubleshoots issues; provides resolution routine issues or dispatches calls to appropriate tier II support personnel; and documents all reported issues in the call tracking system. Monitors system messages: reports critical and/or urgent items to the appropriate support level. Assists System Administrator with hardware tracking and maintenance activities: documents hardware components; replaces defective hardware; installs software; and coordinates shipment of defective hardware for repair or replacement as directed. Installs special desktop/laptop configurations and image deployments as assigned. Processes a variety of documentation associated with department/division operations, within designated timeframes and per established procedures. Operates a personal computer to enter, retrieve, review or modify data, utilizing word processing, spreadsheet, database, Internet, e-mail, or other software; and operates general office or other equipment as necessary to complete essential functions. Communicates with supervisor, other CCWA employees, and other individuals as needed to coordinate work activities, review status of work, exchange information, or resolve problems. Additional Functions: Performs other related duties as required. Minimum Qualifications: High school diploma or GED preferred, supplemented by vocational or technical training in information technology services or a related field; supplemented by two years of experience in providing technical support; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job. Specific License or Certification Required: Must possess and maintain valid Georgia Drivers License, A+ and Network+ certifications. Specific Knowledge, Skills, or Abilities: Must be able to demonstrate proficiency in performance of the essential functions and learn, comprehend, and apply all CCWA or departmental policies, practices, and procedures necessary to function effectively in the position.
Help Desk Tech I Purpose of Classification: The purpose of this classification is to provide tier I technical support to CCWA end users and to monitor systems for critical and/or urgent messages. Essential Functions: The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned. Monitors the help desk emergency line and the help desk call tracking solution for new assistance requests: answers calls, chats and emails; determines nature of problems and troubleshoots issues; provides resolution routine issues or dispatches calls to appropriate tier II support personnel; and documents all reported issues in the call tracking system. Monitors system messages: reports critical and/or urgent items to the appropriate support level. Assists System Administrator with hardware tracking and maintenance activities: documents hardware components; replaces defective hardware; installs software; and coordinates shipment of defective hardware for repair or replacement as directed. Installs special desktop/laptop configurations and image deployments as assigned. Configures, troubleshoots, and deploys network devices, such as personal computers, switches, tablets, security cameras, digital signage, etc. Processes a variety of documentation associated with department/division operations, within designated timeframes and per established procedures. Operates a personal computer to enter, retrieve, review or modify data, utilizing word processing, spreadsheet, database, Internet, e-mail, or other software; and operates general office or other equipment as necessary to complete essential functions. Communicates with supervisor, other CCWA employees, and other individuals as needed to coordinate work activities, review status of work, exchange information, or resolve problems. |
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