Help Desk Technician II - John Knox Village : Job Details

Full-Time

Monday thru Friday

8a-4:30p and On-Call Rotation

* Do you enjoy working with various electronic devices like TVs, iPads, Remotes, etc?

* Do you possess great customer service skills?

* Do you relate well and have patience with the elderly?

* If you said YES to the above questions, this may be the job for you!!

JOB SUMMARY

This position is the first line of technical support for IT providing hardware, software and some server and network services support. The Help Desk Technician responds to customer's telephone, email and voice mail inquiries, application availability and general hardware/software/applications related questions. Installs, repairs, and upgrades personal computers. This position also provides assistance and instruction to residents on the use and operation of consumer electronic devices. Supportive of the Village's mission, values, and service/hospitality (PRIDE) expectations. Completes training as required by policy.

ESSENTIAL JOB FUNCTIONS

* Configure, support, and perform routine maintenance of hardware, software, and peripherals for desktops and laptops.

* Basic network support.

* Diagnose problems through troubleshooting skills and research.

* Maintain records of hardware, software and network inventory.

* Provides phone and email support, clearly communicates technical solutions in a user-friendly, professional manner; provides one-on-one end-user training on network and software functionality as needed.

* Assists residents with electronic devices.

* Assists Network Administrators as needed.

* Adheres to all safety regulations and requirements.

* Handles stress well and gets along with others within the workplace and with customers outside the department.

* Maintains acceptable standards of workplace conduct.

The responsibilities described above represent the primary responsibilities of the job. Other responsibilities may be assigned by the supervisor as warranted by business needs. The incumbent is expected to perform all assigned responsibilities.

ESSENTIAL QUALIFICATIONS

Education:

* A combination of education, training and/or experience that would typically be acquired through a course of study leading to Associate's degree (A. A.) or equivalent from two-year College or technical school, preferably in computer science is preferred

Licenses/Certifications:

* Valid driver's license and proof of auto insurance is required.

* Microsoft Certification is preferred.

Knowledge and Skills (required unless otherwise noted):

* Excellent customer service, communication and interpersonal skills

* General desktop experience, hands-on and troubleshooting experience required

* Experience with general IT infrastructure and peripherals such as the use of passive cabling or configuration of network printers

* Experience with Microsoft Office and Windows

* Must be organized, detail oriented, analytical, flexible, solution focused, and have a positive attitude

* Must exhibit strong problem solving skills

* Demonstrate ability to be effective in various environments with various tasks, responsibilities and people

* Superior attendance and reliability record

Experience:

* Experience with a variety of PC software programs preferred.

SPECIAL WORKING CONDITIONS

* The associate is subject to both inside and outside environmental conditions.

* May need to drive personal vehicle to respond to work requests throughout the village

* All associates may be called upon to assist other departments in a declared emergency situation.

Physical and Mental Demands

The physical demands described below are representative of those that must be met by an individual to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* Medium Work - Exerting up to 50 lbs of force occasionally, and/or up to 20 lbs of force frequently, and/or up to 10 lbs of force constantly to move objects.

* The associate is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication of parts at distances close to the eyes.

* May need to stoop/bend, kneel, crawl, reach.

* Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.

* Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction, and having the ability to receive detailed information through oral communication, and making fine discriminations in sound.

SUPERVISION RECEIVED/GIVEN

Receives direction from Director of Information Technology. Gives no supervision.

EOE/D/V

Nicotine-Free Workplace

Post-Offer background check and drug screen required.

Questions can be directed to [email protected]