Desktop Support Specialist

Position Title:              Desktop Support Specialist                                     

Department:                Information Technology        

Reports to:                  Director of IT                         

Classification:             Non-Exempt

Position Status:           Regular, Full Time

                                    Government Essential

POSITION SUMMARY

Under the general supervision of the Director of Information Technology, the incumbent will provide desktop support to end users, which includes hardware and software technical related issues.

Responsible for providing technical support to clients via email, phone, or in-person.  Document and manage help desk tickets in the system.  Troubleshoots and resolve technical issues related to software, hardware, and network connectivity.    Configure and maintain desktop and laptop computers.  Assist with software installation, updates and maintenance of PCs, peripherals, and other related equipment.  Maintain an inventory of hardware and software.  Document and maintain a history of user support requests and resolutions. 

The incumbent is expected to work in accordance with the mission, purpose, and values of the Colusa Indian Community Council.

ESSENTIAL DUTIES and RESPONSIBILITIES

• Deliver support for reported problems with desktop computers, laptops, peripherals and mobile devices;

• Support and maintain Electronic Health Records (EHR) systems;

• Ensure assigned incidents are resolved in a timely manner, follow up with end-users and document the solution;

• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software;

• Install and configure desktop computer hardware, software and peripherals using standard procedures;

• Install and provide technical assistance on security systems (e.g., indoor-outdoor cameras, biometric access control locks (e.g., fingerprint), agency-issued cell phone set-up, audio-visual equipment (e.g., projector, microphone);

• Assist in the design and installation of LANs, WANs, Internet and Intranet systems, and network segments;

• Monitor and maintain equipment and supply inventories;

• Complete detailed reports listing requests to technical assistance, steps taken to resolve them, and the specific dates/individuals involved;

• Act as the initial point of contact for all computer and system related concerns from clients or other employees;

• Utilize time-management skills and the ability to establish reasonable and attainable deadlines for resolution;

• Make independent decisions and handle stressful customer support situations;

• Evaluate new product versions and recommend upgrade schedules;

• Install, maintain and upgrade hardware and software;

• Read, and interpret documents and write routine reports and correspondence;

•  Manage daily tasks and projects to conclusion;

• Work as an effective member of a team from a variety of departments within the company;

• Must use multiple forms of communication (i.e. phone, email, mail) to achieve objectives of position. Interacts often with customers, vendors and others from inside the company;

• May perform other duties commensurate with the functions and level of the position.

MINIMUM QUALIFICATIONS

Education: High School Diploma or equivalent

Experience: One (1) year of business experience as a Desktop Technician or equivalent

Licensing:

• Must possess Microsoft A certification or equivalent experience.

• Must be eighteen (18) years of age.

• Must possess a valid California Drivers’ license.

SUPERVISORIAL DUTIES: None

ADDITIONAL KNOWLEDGE, SKILLS, and ABILITIES

•Must be able to work independently.

•Must have a proven track record for identifying and quickly resolving a wide variety of network, software and hardware issues.

•Intermediate level - MS Office Suite.

•Basic network troubleshooting.

•Printer troubleshooting.

•Desktop hardware troubleshooting.

•Excellent verbal communication, customer support and telephone etiquette skills.

WORK STYLES:

•Attention to Detail – Job requires being careful about detail and thorough in completing work tasks.

•Analytical Thinking – Job requires analyzing information and using logic to address work-related issues and problems.

•Adaptability/Flexibility – Job requires being open to change (positive or negative) and to considerable variety in the workplace.

•Cooperation – Job requires a being pleasant with others on the job and displaying a good-natured, cooperative attitude.

•Persistence – Job requires persistence in the face of obstacles.

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is required to:

•Mobility and Dexterity:  Incumbents in this class typically require stooping, kneeling, reaching, standing, walking, fingering, grasping, feeling (e.g., sense of touch), and repetitive motion.

•Lifting, Carrying, Pushing and Pulling:  Incumbents in this class will regularly exert up to 10 pounds of force or occasionally left and/or move up to 25 – 50 pounds.   

•Vision:  Incumbents in this class require to have close visual acuity, with or without corrections, to prepare and analyze data and figures, transcribe, view a computer screen, read, etc. 

•Hearing/Talking:  Incumbents in this class require to perceive the nature of sounds at normal speaking levels with or without correction and have the ability to receive detailed information through oral communication.  Require the employee to express or exchange information or ideas by means of the spoken word.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

•Work is performed in an office setting which is well-lit, ventilated, and temperature controlled. The noise level is usually low to moderate.  May occasionally work in high, precarious places and in outside weather conditions.

•The incumbent routinely uses standard office equipment such as computers, telephones, photocopiers, and fax machines.

OTHER REQUIREMENTS:

•Drug Test and Background Checks:  Will be subject to pre-employment drug testing background check prior to appointment and random drug testing during the employment.

•Hours of Work:  Incumbents work regular office hours; however, may be required to work different hours (e.g., after 5:00 p.m., weekends), for installation and maintenance, as not to disrupt normal work operation.