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HELP DESK OPERATOR
03675
(Competitive)


DISTINGUISHING FEATURES OF THE CLASS

The work involves responsibility for receiving problems and services calls within the Department of Information Technology and coordinating problem-solving efforts. The incumbent is responsible for identifying problems, attempting to determine the cause of the error, answering questions regarding systems procedures, system status and downtime. Work is performed under direct supervision of a higher-level technology/computer administrator. Supervision is not a responsibility of this position. Does related work as required.

TYPICAL WORK ACTIVITIES

Provides first-line diagnosing/trouble-shooting of computer problems relating to software packages, basic hardware issues, communication devices, security and password problems or operator error.

Answers general questions regarding system procedures, system status and downtime.

Provides users with basic training in the use of computer hardware/software and related topics.

Coordinates user calls for service with appropriate specialist.

Conducts follow-up checks to ensure that problems are resolved.

Maintains a database tracking system for change requests and user problems, and updates regarding resolutions.

Refers problems that cannot be resolved to supervisor or other appropriate specialist.

Operates a microcomputer and peripheral equipment for production work on a regular, routine basis.

Assists in developing Help Desk/Client Services user references, instructional materials and related forms.

FULL PERFORMANCE KNOWLEDGES, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS

Good knowledge of the operation of computer hardware, software, peripherals and communication devices.

Good knowledge of data processing equipment capabilities and its application.

Good knowledge of modern methods, principles and techniques of data processing help-desk support activities.

Good knowledge of modern word processing, spreadsheet, and database software applications.

Ability to trouble-shoot and resolve computer users' problems.

Ability to explain the use and capability of computer hardware, software, peripherals and communication devices.

Ability to work well with others.

Skill in developing and maintaining effective interpersonal relations.

Ability to understand and follow verbal and written instructions.

Ability to apply knowledge of data processing capabilities to solve problems and enhance operating systems; sound verbal and written communication skills.

Ability to maintain records and develop statistical reports.

Ability to apply a high degree of logical reasoning and resourcefulness using sound judgment, initiative and patience.

MINIMUM QUALIFICATIONS

Promotion:

One (1) year of permanent competitive class status in the title of Computer Equipment Maintenance Specialist.

Open Competitive:

A) Successful completion of fifteen (15) credit hours from a regionally accredited or New York State registered college, university, trade or business school in Computer Science or other computer related field; or,

B) One (1) year of work experience, or its part time equivalent, in a Help Desk or user support environment which must have included problem analysis and/or providing direct user support for problem/question resolution.



4/2011 Date of Original Composition