LOCATION: Northeastern Regional Information Center – 900 Watervliet-Shaker Road

BASIC FUNCTION:

The Help Desk Technician is the primary contact with employees regarding repair and troubleshooting. Incumbent provides prescribed technical assistance to users via the telephone for problems that are routine in nature. Enters calls into department support call tracking database/system. Troubleshoots technical support requests to determine if problem is caused by hardware/software, or peripheral equipment. Incumbent answers multiple line telephone in the performance of the duties. Incumbent may perform duties out of the office at user-specific locations. Supervision is not a responsibility of this class. Work is performed under the general direction of Network and Systems Technicians. Does related work as required.

RESPONSIBILITIES:


+ Receives technical assistance/support requests via telephone, e-mail, computerized ticket system and ...