Position description: Network HelpDesk Technician

1. Knowledge and experience of customer service practices.
2. Working knowledge of fundamental operations of district approved software, hardware and other equipment.
3. Knowledge of relevant call tracking applications.
4. Strong oral and written communication skills.
5. Must possess high school diploma or equivalent.
6. Must have two years exposure to desktop computer usage as well as a desire to continue learning job skills in ever changing environment.
7. A+ or Network+ certification preferred.
8. Must possess ability to work cooperatively with faculty and staff.
9. Must be self motivated/work with minimal supervision.
10. Must be well organized and possess strong time management skills.

1. Maintain punctual and regular attendance.
2. Respond to requests for technical assistance in person, via phone, electronically.
3. Diagnose and resolve technical hardware and software issues.
4. Research questions using available information resources.
5. Advise user on appropriate action.
6. Follow standard help desk procedures.
7. Log all help desk interactions.
8. Administer help desk software.
9. Redirect problems to appropriate resource.
10. Identify and escalate situations requiring urgent attention.
11. Track and route problems and requests and document resolutions.
12. Prepare activity reports.
13. Stay current with system information, changes and updates.
14. Create documentation/training materials.
15. Perform responsibilities in an ethical and professional manner.
16. Performs other related duties as assigned.