Free Sample Job Description R43-TechSuppCoord by PrivateLabelArticles


									CITY OF RENTON CLASS TITLE: BASIC FUNCTION: Under the direction of an assigned supervisor, this position operates the City’s , Information Services Help Desk. This position directly supervises and monitors the Intern Help Desk personnel in day to day operations;responds to end-user calls and determining classifications and urgency of those calls;documents each call, taken, and route the call to the appropriate Information Services Staff member, where appropriate, for resolution.This position also oversee the installation and maintenance of computers/printers within the organization and manages the City’s yearly computer/printer replacement program by monitoring, maintaining and documenting the City’s technical assests.
The Technical Support coordinator receives, examines and processes requisitions for various supplies and materials.initiates purchase orders according to established guidelines; expedites purchases; process required vendor receipting documentation for proper payment documentation;; obtain signatures or authorization and contact vendors regarding shipping delays;analyzes and reports statistics of Help Desk activities. Must be a strong team player, highly motivated, flexible and a creative problem solver with customer focus.


DISTINGUISHING CHARACTERISTICS: The Technical Support Coordinator is a full time position under supervision/direction of the Information Services Supervisor. They will be able to provide prompt and courteous first level telephone support to end users, utilizing technical expertise and good communication skills. Identify and resolve critical problems and provide advice and assistance to end-users. Ability to use judgment in determining the most appropriate methods and procedures to complete service requests from end users. Coordinate the work of the Help Desk with others on the Information Services team to resolve problems.Guidelines tend to be very general; therefore, applicants must have excellent analytical and deductive reasoning skills and use judgment REPRESENTATIVE DUTIES: • • • • • Supervises, trains, evaluates and selects intern Help Desk Personnel. Answering/manning the Help Desk phones Develops and documents procedures for hardware/software installations. Develops and maintains a technical support knowledge base Unpacks, inventories, and base configuring PC’s for LAN installation.

Technical Support Coordinator - Continued • • • • • • • • • • • Upgrades stand-alone PC’s into LAN workstations.

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Assists in the management of the citywide Mail system, including creation, deletion and modification of users. Assists in the management of Novell NetWare objects as instructed by Information Services Staff. Assists end-users in the mapping of the network drives and printers. Creation of objects such as users, print servers, printers, print queues, etc. Creates ordering lists for computing system consumables such as toner cartridges. Serves as the liaison between end-users and hardware vendors on warranty issues. Assists other Information Services Staff members on special projects where assigned by the Information Services Supervisor. Analyzes and reports statistics of Help Desk activities. Keep current on the diversity of hardware and software for work stations, printers, scanners, laptops, pen based computing technology. Respond to client request for service on problematic systems and/or equipment; troubleshoot problems in conjunction with other Information Services staff to develop solutions; make minor repairs to equipment and arrange for other servicing needs.

* Must be a strong team player, highly motivated, flexible and a creative problem
solver with customer focus.

Operate, adjust, modify and install a wide variety of computers, peripherals, software and communications equipment to facilitate repair, upgrade and installation of equipment. Perform related duties as assigned. • Denotes Essential Job Functions

KNOWLEDGE AND ABILITIES KNOWLEDGE OF: • Basic properties of computer hardware such as cables, cabinetry and plug-in boards.

Technical Support Coordinator - Continued • • • • • Multi-system communication networks. Computer hardware and software repair, installation and maintenance. Operation of complex and technical computer equipment and peripherals. Technical aspects of field of specialty. City organization, operations, policies and objectives.

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ABILITY TO: • Provide technical expertise and assistance to end-users and Intern Help Desk Personnel. • Operate, troubleshoot, adjust and repair computer equipment and peripherals. • Write clear and concise user documentation. • Evaluate systems and procedures and develop cost-saving alternatives. • Evaluate computer hardware and software and make appropriate recommendations for repair or replacement of equipment. • Maintain the City’s electronic mail system. • Lift and move computer equipment up to 40 pounds. • Communicate effectively both orally and in writing. • Establish and maintain cooperative and effective working relationships with others. • Analyze situations accurately and adopt an effective course of action. • Work independently with little direction. • Plan and organize work. • Meet schedules and time lines. • Act in a supervisory capacity. EDUCATION AND EXPERIENCE: Any combination equivalent to: An Associates degree in Computer Technology, A+ Certification or the equivalent, at least two years experience in a help desk environment, and one year in a supervisor capacity. WORKING CONDITIONS: Work is performed in an office environment, but includes the ability to lift and move computer equipment weighing up to 40 pounds.

Effective January 2001 Revision History:January 2000

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