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DATA CENTER HELP DESK OPERATOR
DISTINGUISHING FEATURES OF THE CLASS
The work involves responsibility for the operation of the Help Desk workstation, which includes but is not limited to isolating and identifying problems occurring within the data processing network of the district. An employee in this class answers questions regarding systems procedures, on-line transactions, system status and downtime. Supervision is received from the Data Center Help Desk Supervisor or other technical supervisor. Supervision is not a responsibility of this position. Does related work as required.
TYPICAL WORK ACTIVITIES
Answers general questions regarding system procedures, on-line transactions, system status and downtime.
Operates Help Desk workstation: responsible for inputting all undocumented communication (i.e. fax, written, recorded, terminal messages and phone calls) into the Help Desk automated tracking database.
Operates peripheral equipment as required.
Distributes reports, printed bills, etc.
Utilizes simple databases, forms, and macros.
Updates policies and "how to" procedures.
Maintains problem database.
Determine whether problems are caused by hardware, software, communication devices or operator error.
Records problems in a manual or automated tracking log.
Refers problems that cannot be resolved to Help Desk Supervisor or appropriate vendor.
Makes follow up calls to check status of resolutions.
May solicit survey questions to customers on satisfaction of problem resolution.
Assist in developing Help Desk/User Support procedures, user reference and instructional materials.
Assist in the preparation of management reports.
Stay informed of all changes to the operating systems that affect customers.
Notify users in writing, by E-mail or fax of system-wide problems or anticipated changes.
Tracks software and hardware inventory on database.
FULL PERFORMANCE KNOWLEDGES, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS
Good knowledge of the operation of computer hardware, software, peripherals and communication devices.
Good knowledge of security programs and procedures.
Good knowledge of agency programs, functions, and organizational units.
Ability to explain the use and capability of computer hardware, software, peripherals and communication devices
Ability to speak, write and listen effectively.
Ability to compile information in a comprehensive manner.
Ability to work independently with little supervision.
Ability to instruct users in software and hardware operations.
Ability to read, understand and interpret technical and procedural manuals.
One (1) year of permanent competitive class status in the title of Peripheral Equipment Operator; or, Systems Training Assistant.
Two (2) years of permanent competitive class status in the title of Control Clerk.
A) Successful completion of fifteen (15) credit hours in Computer Science or Computer Information Systems from a regionally accredited or New York State registered college, university, trade or business school; 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.
Candidates who have completed an associates degree program in Data Processing, Computer Science, Computer Information Systems or a closely related field will be deemed to have met the educational requirement defined in A.