Senior Help Desk Technologist

(Formerly: User Support Technologist)

NATURE AND SCOPE OF WORK

The Senior Help Desk Technologist resolves computer applications related problems by responding to user complaints, disseminating update information, delivering on-the-spot training and encouraging user self-help. This employee also assists in the evaluation of batch, on-line, and real-time applications.

The Senior Help Desk Technologist may be responsible for the production of technical or user documentation.

The Senior Help Desk Technologist receives direction from the Senior Systems Application Specialist and reports to Management.

TYPICAL RESPONSIBILITIES

Provides detailed guidance and support to users of district computer systems and services.

Provides guidance, instruction and direction to junior Help Desk staff on technical issues and responds to escalated problems.

Assists users experiencing difficulties with Information Services products or services. Investigates situations to diagnose underlying causes, providing solutions whenever possible to enable continued operation.

Ensures that all requests from users are handled promptly and effectively and that users make effective use of the resources available to them.

Provides an effective interface between users and Systems Analysts for requests that cannot be resolved, referring problems with full diagnostic information. Monitors progress and applies escalation procedures for problems not achieving satisfactory progress.

Utilizes computers and software applications to produce technical or user documents through all stages of the production process, as required.

Applies all standards, procedures and tools, and guides less experienced staff in their use. Monitors compliance by users, wherever possible.

Performs related duties, as required.

JOB REQUIREMENTS

KNOWLEDGE, ABILITIES, AND SKILLS

Understanding of a multi-vendor system environment including networked micro and mini-computers.

Communication and skills, and the ability to use tact and clarity in written, graphic, and oral communication.

Systematic, disciplined and analytical approach to problem solving.

Knowledge of the concepts and practices required to implement effective IS solutions, particularly those commonly used in the organization.

Interpersonal skills and a helpful and capable manner in communicating technical matters with non-technical people.

Application of a calm, rational, organized approach to tasks when under pressure and capability to manage time effectively, particularly in achieving agreed-upon service levels.

Ability to direct junior staff.

Ability to work with others and foster cooperation in a team environment.

Ability to learn and understand applications used in the district.

Ability to produce technical documentation and descriptive material.

TRAINING AND EXPERIENCE

Two year Diploma in Computer Information Systems from a recognized community college or technical institute or equivalent. Two years' previous related experience in an Information Systems department.

or

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

LICENCES, CERTIFICATES AND REGISTRATIONS

None