Help Desk Level I Support Technician

JOB TITLE: Helpdesk Level I Support Technician

CLASSIFICATION: Classified-Technician/Non union

REPORTS TO: Director of Information Technology

FLSA STATUS: ___Exempt _X_Non-Exempt

STATUS _X_Full Time ___Part Time
_X_Hourly ___Salary

DATE REVISED: 06/26/2024

BASIC FUNCTION:
Position will provide technical assistance and customer service to end-users. Answering questions or
resolving problems for customers via telephone and remotely will be common. Manage, monitor and
maintain the help desk ticketing system. Typical support duties will include assistance concerning the use
of computer hardware and software, including printing, installation, word processing, email, and various
educational and administrative operating systems.

ESSENTIAL FUNCTIONS:
? Coordinates work tasks with Helpdesk Level II position.
? Monitoring of the helpdesk ticketing system.
? Monitoring of helpdesk phone lines for end-user calls.
? Maintain records of daily data communication transactions including, but not limited to, problems
and remedial actions taken, or installation activities.
? Initiates contact with end-users to check on resolution of service problems.
? Password resets for staff user accounts across multiple systems.
? Provide initial diagnostic and repair services remotely or in the repair area.
? Answer user inquiries regarding computer software or hardware operation to resolve problems;
identify requirements for repairs or replacements as necessary.
? Set up equipment for customer use, performing or ensuring proper installation of operating
systems, basic networking or appropriate software.
? Install and perform repairs and maintenance to hardware, software, or peripheral equipment,
following design or installation specifications.
? Read and apply technical manuals, confer with users, or conduct computer diagnostics to
investigate and resolve problems or to provide technical assistance and support. Refer major
hardware or software problems or defective products to technicians for service according to
department guidelines.
? Assist with development of training materials and procedures; train users in the proper use of
hardware and software to increase the level of user proficiency and independence as required.
? Assist in tracking and maintaining technology part inventory as required.
? Other duties may be assigned.

QUALIFICATIONS:
In order to perform this job successfully, an individual must be able to perform each essential duty in a satisfactory
manner. The requirements listed below are representative of the knowledge, skill, and/or ability required.
? Experience Required: Prior experience in a technology support setting or computer certification such as A
preferred.
? Skills :.Active listening; speaking; critical thinking; complex problem solving; time management; service
orientation; systems analysis; hardware driver installation; virus and spyware removal.
? Knowledge: Windows and Mac operating systems, basic computer and network knowledge, competent
computing skills, basic software knowledge including email and internet resources; customer and personal
service including needs assessment, meeting quality standards for service, and evaluation of customer
satisfaction.
? Abilities: Oral comprehension and expression; written comprehension and expression; deductive reasoning
i.e. ability to apply general rules to specific problems to produce answers that make sense; problem
sensitivity i.e. ability to tell when something is wrong or anticipate something is likely to go wrong; inductive

reasoning i.e. ability to combine pieces of information to form general rules or conclusions ( including finding
a relationship among seemingly unrelated events); multi-tasking i.e. ability to work on and complete multiple
concurrent tasks/projects/activities; ability to work semi-autonomously; ability to work as a member of a
team.

? Licenses, Certifications, Bonding, and or Testing Required:

? A (upon hiring will be required to attain certification within first year of employment)
? Valid Iowa driver’s license

LANGUAGE SKILL:

REASONING ABILITY:

PHYSICAL REQUIREMENTS:
1. In an eight-hour day employee may:
a. Stand/Walk { } None {x} 1-4 hrs { } 4-6 hrs { } 6-8 hrs
b. Sit { } None { } 1-3 hrs { } 3-5 hrs {x} 5-8 hrs
c. Drive {x} None { } 1-3 hrs { } 3-5 hrs { } 5-8 hrs

2. Employee may use hands for repetitive: { X} Single Grasping { X} Pushing & Pulling

{X} Fine Manipulation {X} Keyboarding & mouse manipulation

3. Employee may use feet for repetitive movement as in operating foot controls: { } Yes { X } No

4. Employee may need to:
a. Bend {X} Frequently { } Occasionally { } Not at all
b. Squat {X} Frequently { } Occasionally { } Not at all
c. Climb Stairs {X} Frequently { } Occasionally { } Not at all
d. Lift {X} Frequently { } Occasionally { } Not at all

5. Lifting:
{ } Sedentary Work: Lift or move 10 pounds occasionally with frequent sitting and occasional
standing/walking.
{ } Light Work: Lift or move 20 pounds occasionally with occasional sitting and frequent
standing/walking.
{X} Medium Work: Lift or move 50 pounds occasionally, 25 pounds frequently with occasional sitting
and frequent standing/walking.
{ } Medium Heavy Work: Lift or move 75 pounds occasionally, 35 pounds frequently with occasional
sitting and frequent standing/walking.
{ } Heavy Work: Lift or move 100 pounds occasionally, 50 pounds frequently with occasional sitting
and frequent standing/walking.

6. Environmental Exposure:
{ } May be exposed to sun, rain, wind, snow
{ } May be exposed to extreme heat or cold
{X} May be exposed to confined spaces
{X} May be exposed to heights of more than 6 feet
{X} May be exposed to dust & dirt
{X} May be exposed to chemically treated fluids
{X} Other: Other: occasional exposure to dust, noise, odors and other irritants; stress associated with
work pace and pressure of deadlines; may involve irregular work hours or work days.

Salary Range:$18.75-$20.50

8 hours per day