HACC

SUMMARY
The Helpdesk Technician (HT) is responsible for providing internal technical support in a timely manner. This individual participates in resolving issues via phone, email and helpdesk software. This individual will document all client interactions, perform troubleshooting and diagnostics for all computer and network issues.

This individual will assist the IT Director with installation, configuration and updates of system hardware and software. They will monitor system performance and troubleshoot issues. The HT will assist employees with computer problems and answer their questions. The HT will create and maintain technical documentation. The HT will have other duties as assigned by management.

ESSENTIAL FUNCTIONS
– Maintains adequate knowledge of existing hardware and software in use to maximize efficiency of the network and users’ utilization of them.Assists in providing computer/network support relating to software and hardware problems reported by users.
– Documents all user interaction.
– Helps maintain technical documentation.
– Maintains an adequate level of knowledge of operating systems and application software being used to provide high levels of support to users.
– Installs new software applications or hardware on the LAN, coordinating assistance from system admins when necessary.
– Adds and maintains users on the network; assigns application access, ensures security, and maintains their configurations within standards.
– Assists in installation/configuration of workstations and printers on the LAN.
– Monitors and assists PC/LAN systems security; collaborates concerning data security.
– Functions as a resource for software and hardware systems users; communicates with system users to maintain PC/LAN operating environments.
– Maintains a leading-edge knowledge base for PC/LANs and software applications.
– Establishes rapport with users and promotes independent computing skills.
– Performs all duties in accordance with Authority policies.

OTHER DUTIES AND RESPONSIBILITIES
– Complies with applicable job-related local, state, and federal regulations.
– Responsible for safety while performing all facets of job and observes all Housing Authority safety procedures, as well as all local, state, and federal safety laws and regulations.
– Promotes positive customer relations.
– Performs other duties as assigned.

EDUCATION, EXPERIENCE AND/OR CERTIFICATION
– Bachelor’s degree (BA) or equivalent in a related field of study from a four-year accredited college or university or four years information systems/network administration experience or equivalent experience.
– 2+ years of experience working in a help desk environment
– Comptia A+ or equivalent

REQUIRED KNOWLEDGE SKILLS AND ABILITIES
– Knowledge of Windows and LAN operating systems.
– Must possess the ability to make independent decisions when circumstances warrant.
– Proven ability to identify problems and solve them.
– Skill in mastering the application of new technology and researching new methods of operation.
– Must possess the ability to seek out new methods and principles and be willing to incorporate them into existing systems and practices.
– Must be able to communicate policies, procedures, regulations, reports, etc. to employees.
– Familiarity with PC workstations, equipment, and software.
– Ability to learn and administrate additional technologies as implemented within the lan environment.
– Functionality in multiple network software platforms.
– Ability to enter and access information, using a computer.
– Must be able to solve problems independently.
– Organizational and problem-solving skills.
– Demonstrated computer literacy including knowledge of Word, Excel, and related applications.
– Ability to perform accurate mathematical functions.
– Ability to write and proofread materials for accuracy.
– Ability to multi-task and prioritize responsibilities.
– Ability to communicate and interact appropriately with the general public, applicants, residents and staff.
– Ability to follow verbal and written instructions.
– Ability to work effectively with others and work independently.
– Analytical skills and problem solving ability.
– Customer relations skills.
– Demonstrated attention to detail.
– Demonstrated punctuality and reliability.
– Ability to produce clear, accurate and timely reports.

EQUIPMENT AND SYSTEMS OPERATED
– Personal computer and peripherals
– Standard office equipment.
– Mobile devices

ADDITIONAL WORKING CONDITIONS
– Requires availability to work beyond normal workday.
– Work environment consists substantially of indoor office activities performed in a heated/air conditioned setting.
– Occasional travel to various work locations in all weather conditions.
– Position requires the need to walk, sit, and/or stand for extended periods of time.
– Requires stooping, bending, crouching and/or reaching for files or tools.
– Frequent repetitive hand movement (e.g. typing).
– May lift, carry and/or push up to 30 pounds.

Appointees will be required to possess a valid driver’s license and be insurable according to agency guidelines only if the operation of a vehicle, rather than employee mobility, is necessary to perform essential duties of the position.

This job description is subject to change and in no manner states or implies that these are the only duties and responsibilities to be performed.  The qualifications listed above are guidelines, other combinations of education and experience that could provide the necessary knowledge, skills, and abilities to perform the job will be considered.