IT Computer/Help Desk Specialist

Information Technology

General Responsibilities:

Provide 1 st level technical support to BWWB staff with regards to all IT Requests for Service including

problems, modifications to existing programs/ reports/ systems, and requests for new services. Requests for

Service cover all IT-related functionality including software/applications used across the company, personal

computers, server systems, network communications, vehicle tracking GPS system, and VOIP systems.

Serve as the central contact point with users regarding IT Request for Service. Administrate end-user account

access requests.


Essential Job Functions:

1. Monitor an online Helpdesk software tool to respond quickly and effectively to requests received.

2. Create detailed requests and tickets for users calling either on the phone, radio, chat or walking into

the environment. Determine the priority of all created tickets and requests.

3. Respond to inquiries and requests for assistance with BWWB’s computer systems, PCs, telephones,

and mobility equipment.

4. Maintain a detailed inventory of various types of computer parts related to the desktop environment.

5. Maintain a broad understanding of various types of hardware & software applications.

6. Solicit vendors for quotes on various software and hardware.

7. Maintain a detailed database of all client-assigned computer devices for the BWWB.

8. Perform detailed retirement tasks for all identified computer devices.

9. Enter commands and observe system functioning to verify correct operation and detect errors.

10. Route IT Requests for Service to the appropriate area of the IT department.

11. Provide good customer service with regard to phone calls and/or emails.

12. Collaborate with other members of the IT department to resolve technical issues.

13. Provide status on the disposition of requests and document resolutions for future reference.

14. Create and maintain detailed technical manuals and instructions for new and updated software and

hardware.

15. Initiate and track warranty and repair work on various hardware with vendors.

16. Remotely accessing hardware and software for clients to make changes and fix problems.

17. Provide any reports/information on GPS system from managers/supervisors.

18. Setup and configure company mobile phone devices.

19. Meet all target numbers and deadlines for the position.

20. Perform other duties required or assigned by manager.


MINIMUM QUALIFICATIONS

Education:

Associate degree in computer technology or business-related field or equivalent combination of education

and experience.


Experience:

One to three years of experience with Microsoft desktop environment and knowledge with desktop business

software i.e. Microsoft Word and Excel. Advanced knowledge of company-supported applications. Require

good interpersonal, teamwork, and customer service skills. Experience working with Helpdesk or call center

software for supporting end users. Require the ability to learn, follow instructions and support new

applications. Experience with the principles and processes for providing customer services


Supervision:

None


Certificates, Licenses, Registrations:

None


COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies:

Active Listening

 Giving full attention to what other people are saying

 Taking time to understand the points being made

 Asking questions as appropriate

 Not interrupting at inappropriate times

Problem Solving

 Identifies and resolves problems in a timely manner;

 Gathers and analyzes information skillfully;

 Prioritizes work according to criteria

 Develops alternative solutions;

 Works well in group problem-solving situations;

 Uses reason even when dealing with emotional topics.

Customer Service

 Manages difficult or emotional customer situations;

 Responds promptly to customer needs;

 Solicits customer feedback to improve service;

 Responds to requests for service and assistance;

 Meets commitments.

Written Communication

 Writes clearly and informatively;

 Edits work for spelling and grammar;

 Varies writing style to meet needs;

 Presents numerical data effectively;

 Able to read and interpret written information.

Organizational Support

 Follows policies and procedures;

 Completes administrative tasks correctly and on time;

 Supports organization's goals and values;

 Benefits organization through outside activities;

 Supports affirmative action and respects diversity.

Attendance/Punctuality

 Is consistently at work and on time;

 Ensures work responsibilities are covered when absent;

 Arrives at meetings and appointments on time.

Dependability

 Follows instructions, responds to management direction;

 Takes responsibility for own actions;

 Keeps commitments;

 Commits to long hours of work when necessary to reach goals;

 Completes tasks on time or notifies the appropriate person with an alternate plan.

Professionalism

 Approaches others in a tactful manner;

 Reacts well under pressure;

 Treats others with respect and consideration regardless of their status or position;

 Follows through on commitments;

Quality

 Demonstrates accuracy and thoroughness;

 Looks for ways to improve and promote quality;

 Applies feedback to improve performance;

 Monitors own work to ensure quality;


Physical Demands

 Ability to stand, sit or walk for extended periods of time

 Ability to stoop, kneel, crouch, or crawl

 Reaching by extending hand(s) or arm(s) in any direction

 Finger dexterity is required by manipulating objects with fingers rather than whole hand(s) or arm(s), for example, using a keyboard

 Communications skills using the spoken word

 Ability to see within normal parameters

 Ability to hear within normal range

 Ability to move about


Working Environment

 Working conditions are normal for an office environment.

 Work requires almost exclusive work using a telephone and computer.

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