Job Description - Technician, Help Desk
Description View created on 09/30/2014

Technician, Help Desk

FLSA Status: Non-Exempt
Pay Grade: 12
Job Title ID: 19203
Job Series/Job Family: Information Technology Series / Help Desk Family

Reports To

Manager, Help Desk

Job Purpose

To perform tasks relating to customer questions and problems, answer calls and email from ACC customers, and determine an appropriate course of action that will enable a prompt resolution to all problems

Description of Duties and Tasks

Essential duties and responsibilities include the following. Other duties may be assigned.

  1. Receives, records, and identifies requests via phone, email, and web from ACC students, faculty, and staff.
  2. Utilizes problem and change management processes to perform root cause analysis, and make recommendations to eliminate the root cause.
  3. Coordinates and dispatches second and third level work requests when requests cannot be completed at the first level.
  4. Enters all requests into the Action Request System, and monitors progress through to resolution.
  5. Contacts customers within the specified time frame to confirm problem resolution as well as degree of satisfaction with work completed.
  6. Documents and publishes self-help procedures, hardware and software installation and setup procedures, and lists of ACC supported software and hardware.
  7. Advises clients of scheduled and unscheduled down times.
  8. Monitors virus alert web pages and makes recommendations in relation to sending out bulletins that highlight warnings and instructions for preventing viruses from interrupting business.

Knowledge

Must possess required knowledge and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

Required

Skills

Must possess required skills and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

Required

Computer Skills

Required

Physical Requirements

Work Experience

Required

Education

Required

Preferred

Safety