Help Desk Support Services / Management Technician

Education Requirements:

Bachelor’s degree in Computer Science, Information Systems, Engineering, Business, or other related scientific or technical discipline.

Experience Requirements:

Requires a minimum of 6 years experience, of which at least 5 years must be specialized. Specialized experience includes: management of help desks in a multiserver environment, comprehensive knowledge of PC operating systems, e.g., DOS, Windows, as well as networking and mail standards and work on help desk. General experience includes information systems development, network and other work in the client/server field, or related fields. Demonstrated ability to communicate orally and in writing and a positive customer service attitude.
1. With a Master’s degree (in the fields described above): 4 years general experience of which at
least three years must be specialized experience is required.
2. With a Bachelor’s degree (in the fields described above): 5 years general experience of which
at least 2 years must be specialized experience is required.
3. With 8 years general experience of which at least 6 years is specialized, a degree is not required.

Responsibilities:

Has overall responsibility for help desk operations associated with the identification, prioritization and resolution of reported problems. Ensures that all phases of help desk support are properly coordinated, monitored, logged, tracked and resolved appropriately. May maintain responsibility for development, maintenance and integrity of help desk software. Provides daily supervision and direction to staff who are responsible for phone and in-person support to users in the areas of e-mail, directories, standard Windows desktop applications, and applications developed or deployed under contract. Manages personnel who serve as the first point of contact for troubleshooting hardware/software PC and printer problems.

Responsible for ensuring the timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps. Requires experience and understanding of MIS environment. Typically involves use of problem management database and help desk system. Provides second-tier support to end-users for either PC, server, or mainframe applications and hardware. Handles problems that the first-tier of help desk support is unable to resolve. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems. Maintains currency and highest level of technical skill in field of expertise. Provides phone and in-person support to users in problem solving activities using information center tools. May also include support in the areas of e-mail, directories, standard Windows desktop applications, and applications developed under this task or predecessors.