Help Desk Technologist

(Formerly: Help Desk Technologist)

NATURE AND SCOPE OF WORK

Employees in this classification provide direct assistance to users/customers of District technology resources. Support will normally include assisting users in the explanation of requirements needed from the service, providing assistance with the product, resolving related concerns and problems, disseminating update information, delivering on-the-spot training and encouraging self-help.  The majority of assistance will be provided via telephone and electronic mail support.

Depending on the nature of the assignment, extensive, in-depth experience with the user environment and specific technology will be essential. The Help Desk Technologist is required to analyse, categorize and make decisions on support issues.

A Help Desk Technologist receives direction from the Senior Help Desk Technologist and reports to Management.

TYPICAL RESPONSIBILITIES

Within a structured environment, provides routine advice and guidance about systems, products and services to users by way of phone support and electronic mail.

Assists users experiencing difficulties, makes initial diagnosis, and informs users of solutions. Provides detailed instructions on simple recovery procedures.

Provides an effective interface between the user and service providers (internal and external), supplying necessary information according to established procedures.

Uses established procedures to log, categorize, refer and close user support calls. Provides detailed problem descriptions for escalated calls.

Check progress on problems and keeps users informed until problems are resolved.

Provides users with routine information on updates and changes, known errors, new resources, etc.

Performs related duties, as required.

JOB REQUIREMENTS

KNOWLEDGE, ABILITIES AND SKILLS

Knowledge of the applications environment, including hardware, software, and networking technology as appropriate.

Knowledge of the processes, strategies and policies of the organization, as applicable to the position.

Logical and organized approach to tasks, and ability to effectively prioritize and balance multiple activities.

Ability to produce required documentation and to meet required service level expectations.

Ability to work in a team environment, exercise good judgement, and act independently, as required.

Interpersonal, customer service and communication skills to perform the duties of the position.

Ability to input technically oriented knowledge to users.

Problem-solving and analytical skills, including ability to clearly discern and define problems.

TRAINING AND EXPERIENCE

Two year Diploma in Computer Information Systems or Help Desk Support from a recognized community college or technical institute.

      or

Combination of training and experience where the experience is extensive and directly related to the work

One year experience providing customer support or service in a related field.

LICENCES, CERTIFICATES AND REGISTRATIONS

None