Technical Staff Help Desk _ITT011_ - Provides assistance to

							ITT011 - TS: Help Desk Spec (WL)

Provides assistance to computer system users. Answers questions or resolves computer
problems for clients in person, via telephone, email or from remote locations.

Responsibilities

      Answers users’ inquiries regarding computer software and hardware operation
       to resolve problems.
      Enters commands and observes system functioning to verify correct operations
       and detect errors.
      Installs or performs minor repairs to hardware, software, and peripheral
       equipment following design or installation specifications.
      Maintains records of daily data communication transactions, problems and
       remedial action taken and installation activities.
      Refers major hardware or software problems or defective products to vendors or
       technicians for service.
      Conducts training programs for software/hardware users.
      Develops lesson plans and reviews instructional materials for established
       courses. Uses technical writing in developing course materials and instructional
       sheets.
      Refines the process for communication of reported problems.
      Provides ongoing operational and customer assistance including addressing and
       resolving daily support problems.
      Provides on-call support and advising customers of impact of system changes.

Technical Competencies

Ability to maintain records and prepare reports
Ability to diagnose and resolve data communication and system problems
Ability to apply analytical or research techniques to isolate or clarify problems
Ability to provide reports and/or data to support proposed developments in procedures
Ability to communicate concerns and issues clearly and effectively
Ability to communicate effectively both orally and in writing
Ability to enter all required problem logging/tracking information into the system
Ability to determine problem severity
Ability to monitor, test, analyze and troubleshoot systems
Ability to use diagnostic tools, manuals, and other resources as appropriate
Ability to install and/or reconfigure modem options in accordance with standardized line
configurations
Knowledge of design or installation specifications
Knowledge of computer hardware/software and its terminology
Ability to assist with installation and maintenance of hardware and software
Ability to prepare and certify magnetic tapes according to established guidelines
Ability to use developed procedures to document problems, recommend modifications
to procedures
Ability to develop reports in requested formats
Ability to demonstrate and/or train end users
Knowledge of computer usage
Ability to train other staff in the processes and procedures in the use of the system
Ability to gather, interpret, analyze and summarize information for the purpose of
writing technical reports
Knowledge of the appropriate training materials, aids, and lesson plans to meet
identified needs
Ability to write and/or revise user training manuals
Ability to review instructional materials for organizational needs
Ability to use various resources and software tools in the resolution of problems
Ability to use problem tracking system report capabilities
Ability to prioritize data network problems
Knowledge of desktop application processes
Knowledge of the organizational structure of the department, policies and procedures

Entry Qualifications

Completion of high school or equivalent AND Twelve months of experience providing
software or hardware customer support of technical assistance to computer users OR
Completion of a post secondary vocational/technical school training in computer
applications, computer technology or a closely related area AND Six months of
experience providing software or hardware customer support OR Two years of college
coursework in computer applications, computer technology or a closely related area

Career Development Criteria

Customer service training
Computer training
Advanced degrees
Vendor training
Certifications