This position is responsible for assisting in managing computer and network support services throughout the agency.
Responsible for handling and resolving user complaints.
Tier I/Helpdesk Engineer
Reports to: Director of Operations
FLSA: Exempt
Approved: CEO, Dennis Schroder
Status: Full Time
Hours: 8am-5pm, Monday-Friday
Additional hours as mandated based on operational needs
Job Summary
Essential Duties & Responsibilities
Evaluation of this position is based primarily on performance of the following essential functions, which include, but are not limited to:
- Serves as the initial point of contact for troubleshooting hardware/software PC problems; ability to re-direct problems to appropriate subject matter expert; ability to monitor system performance, performs backups, creates user accounts, assigns privileges, and installs software. Identifies trends/issues to escalate to IT staff and other end users; recommends solutions to agency-wide application, hardware, and policy concerns.
- Ability to identify the severity and priority of individual cases in accordance with SLA standards in place.
- Trains end users in learning agency provided applications; confers with end users to develop new approaches or alternatives to ensure that end user assistance is being provided effectively and efficiently.
- Logs all help desk interactions in the ticket tracking system; administers help desk software-reports, licensing, work-order assignments, maintains records, logs, and reports of assistance.
- Ability to diagnose and resolve technical hardware and software issues related to end user devices, Windows applications, Office (Outlook, Word, Excel, PowerPoint, Access), web browsers, device drivers, software installation, SharePoint.
- Ability to understand and troubleshoot basic networking concepts such as OSI layers, vlans, subnets, etc.
- Must have experience in basic administration of the Microsoft Entra Identity and Microsoft 365 platforms
- Ability to communicate clearly in both written and verbal formats. Ability to accurately explain to users how to use agency equipment and applications, how to solve equipment or application problems, and how to effectively navigate applicable systems.
- Main/assists with implementation, configuration, and maintenance of a help desk tracking solution.
- Must follow safety and health rules and regulations, including OSHA standards.
- Performs other related duties as assigned.
Job Requirements & Expectations
Minimum Qualifications
Education: High School Diploma required. Associate degree in computer science from an accredited college/university or related field preferred or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired.
Experience: Demonstrated knowledge of and experience with computer and/or network systems, applications, procedures/techniques, and customer services practices.
Skills: Strong verbal/written communication skills. Must be highly skilled in communicating to a wide constituency including end users, administrators, fiscal staff, and vendors. Ability to read and write and effectively analyze data to translate complex and detailed system support. Must be able to instruct staff in the use and care of the equipment and software. Must be skilled in mathematics related to technical support.
Certifications: required to have or obtain within 6-months of employment following certifications: MS900, AZ900, CompTia A Plus, Network Plus. Role is also expected to obtain new and updated certifications.
Knowledge, Abilities, and Other Expectations
Knowledge: Must have a significant level of technical computer and telephone support. Ability to safely operate all computer and network systems. Knowledge of program services, program standards and monitoring process; effective technical support, data communications; computer networking design, installation, training systems and monitoring. Knowledgeable of good office practices/procedures.
Abilities: Skill in solving complex and detailed technical issues and problems. Multi-task and detail oriented in resolving complex technical problems. Ability to serve as liaison between supervisor and staff, as assigned. Do data entry, generate reports, copy, manage and track documents and information. Effectively manage time to meet operational needs and desired outcomes and plan and organize the steps to implement new projects. Listen to, understand, and communicate information and ideas. Work independently with minimal supervision. Maintain strict confidentiality. Work effectively as part of a team environment and work effectively with people and communities from diverse cultural, social, and ethnic backgrounds. Must have ability to respond swiftly to crisis situations and provide intervention. Provide excellent customer service with the ability to resolve complaints.
Other Expectations: Completes all required training and maintains strict confidentiality. Regular attendance is mandatory. Maintain related records in accordance with appropriate records retention guidelines and policies. Adhere to health and safety policies and procedures. Must have reliable transportation to fulfill responsibilities requiring travel in the community. Must be available by personal cell phone during working hours and must participate in weekday/weekend on call rotation.
Driver license and personal auto insurance must be maintained.
New hire and bi-annual BCI checks required.