Help Desk Technician (NY HELPS)

LOCATION : Northeastern Regional Information Center – Voorheesville Central School & Albany

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 in person for the support services provided by the assigned team.

Reviews and resolves computer software and hardware problems of users.

Logs requests for technical support into a computer, forwards requests as necessary.

Troubleshoots routine and standard personal computer problems, and provides prescribed technical assistance if applicable.

Answers telephones and direct calls as necessary.

Travels between user specific locations, as needed.

Installs personal computers and peripheral equipment as necessary.

Installs / re-installs personal computer operation systems as necessary.

Sets up personal computer operating systems, third party software, and data / Internet / Intranet access for user specific needs.

Provides assistance to Resource Center users regarding the use of peripheral personal computer equipment and software.

Maintains computerized files regarding the use of the divisions’ services by other departments and sends billing statements to those departments.

Meets with departments to provide technical assistance regarding departmental specific software, and acts as a liaison between the department and the vendor / manufacturer of the third-party software in cases of vendor required support and defective software / hardware.

Maintains support documentation, files and records, as necessary.

Performs related duties, as required.

Working knowledge of personal computers and the peripheral equipment.

Working knowledge of modern office equipment and terminology.

Working knowledge of modern information services terminology.

Working knowledge of business English.

Skill in the use of a personal computer keyboard.

Ability to communicate technical information both verbally and in writing.

Ability to use a personal computer.

Ability to convey prescribed technical procedures via the telephone.

Ability to follow oral and written instructions.

Ability to establish and maintain effective working relationships.

Job Qualifications

Graduation from an accredited college or university with at least a Bachelor’s Degree in Management Information Systems, Computer Science, Information Resources Management, Information Technology, or a closely related field; OR,

Graduation from an accredited college or university with an Associate’s Degree in Management Information Systems, Computer Science, Information Resources Management, Information Technology, or a closely related field and one (1) year of paid experience as a computer technician; OR,

Graduation from high school or possession of a high school equivalency diploma and two (2) years paid experience as a computer technician.

Candidates will not have to take an exam for this title . This is a NY HELPS (Hiring Emergency Limited Placement) Program designated title. NY HELPS is a temporary program designed to help local government employers address current staffing issues. Traditionally, the titles filled under the NY HELPS Program required job candidates to compete in a competitive exam to be considered for employment. For the duration of the program, this title will be classified as non-competitive and categorized as a HELPS Program position. At the close of the program, this position will revert to competitive class status. Employees occupying positions filled through the HELPS Program will be granted competitive class status without the need to participate in a competitive exam.

NOTE : Following completion of a successful probationary period (minimum of twelve (12) weeks to a maximum of fifty-two (52) weeks) as outlined in Rule XIV.1.b and Rule XV, individuals with permanent competitive status as Help Desk Technician Trainee (BOCES) mature to Help Desk Technician (BOCES) without further examination.

The selected applicant will be subject to a fingerprint-supported criminal history background check in accordance with SAVE Legislation effective July 1, 2001.

Civil Service Title : Help Desk Technician

Job Number : 2026-137