What are the responsibilities and job description for the Help Desk Support Technician position at Eastern Shore Community Services Board?
Job Title: Help Desk Support Technician Classification Level: 7
Summary: This is an IT position (FLSA non exempt) whose incumbent is responsible for support-ing the activities of the IT Department by providing technical support to employees and trouble-shooting hardware and software issues on endpoint devices while under minimal supervision. Fur-ther duties include providing general support for a variety of applications and computer systems, assisting in the management of the user’s passwords and email accounts, and applying the appro-priate security principles in accordance with the agency’s security policies.
The incumbent reports to and receives supervision from the IT Director. In carrying out position responsibilities, the incumbent performs in accordance with established ESCSB policies and proce-dures, demonstrates initiative, exercises sound judgment, maintains confidentiality of information, and sustains effective working relationships.
Essential Functions:
• Provide end user support on all agency endpoint devices which includes desktop computers, laptops, printers, surfaces, iPads, desk phones, Smartphones, and other devices;
• Provide initial network orientation and training to all new hires;
• As requested provide IT equipment to all new hires;
• As requested setup new network accounts and corresponding email accounts for new hires;
• Monitor network logs daily in order to identify any unusual network users or anoma-lous behavior on the network;
• As needed attend required IT trainings in order to maintain current technical knowledge required for this position;
• As requested assist the IT Director with evaluating system performance on all agency endpoint devices in order ensure optimal performance is maintained;
• Perform other job-related duties as assigned by the IT Director and/or the Executive Director.
Related Duties and Responsibilities
• Performs related duties and responsibilities as required and assigned.
Education and Experience:
• Associate’s degree in technology or related field preferred, minimum one (1) year position related experience up to three (3) years preferred with computer hardware and software and position related training; or any equivalent combination of education, training, and experi-ence which provides the required knowledge and abilities.
Required Knowledge, Skills and Abilities:
The incumbent should have a valid driver’s license and position-relation experience with computer hardware and software and possess the following knowledge, skills, and abilities:
• Broad hands-on knowledge of multiple computer environments, to include, Microsoft desk-top operating systems, Microsoft Office products, desktop computers, laptop computers, peripheral equipment, tablets, mobile phones, troubleshooting techniques and strategies, and communications (written, oral, and interpersonal).
• Computer hardware and software troubleshooting; word processing, desktop computers, printers, and maintaining effective communications with staff.
• Lift 20-50 pounds of weight; perform IT responsibilities in accordance with agency policies and procedures; effectively communicate with all types/levels of people in written and oral form; resolve position related problems; demonstrate initiative; maintain applicable confi-dentiality of information; exercise sound judgment; and maintain effective working rela-tionships.
• The incumbent must have a valid driver's license with a satisfactory record.
Commitment to Diversity, Equity, and Inclusion:
Eastern Shore Community Services Board is an Equal Opportunity Employer. Our intention is to be an organization that shows up for people, enabled by a culture of belonging that is rooted in diver-sity, equity and inclusion and reflective of the people and community we serve. We commit our-selves to enabling a workplace and a world where everyone feels they belong and unlocking poten-tial for people everywhere. When no one gets left behind, when we move forward together, we can create limitless possibilities for all.
NOTE: Job descriptions are not intended to be, and should not be construed to be, all-inclusive lists of all responsibilities, skills, efforts, or working conditions associ-ated with a job. While this job description is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add, or remove du-ties from the particular jobs and to assign other duties as necessary.
ORGANIZATION LOCATION:
EXECUTIVE DIRECTOR
IT DIRECTOR
HELP DESK SUPPORT TECHNICIAN
