Information Services Help Desk Operator

Under the direction of the Network Manager employee will provide user support and exceptional customer service on Crane supported computer applications and platforms.   Employee will troubleshoot problems, understand the problems and communicate viable solutions to the customer. 

ESSENTIAL FUNCTIONS -- Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills.  This list is ILLUSTRATIVE ONLY, and is not a comprehensive listing of all functions and duties performed by incumbents of this class. Employees are required to be in attendance and prepared to begin work at their assigned work location on the specified days and hours. Factors such as regular attendance at the job are not routinely listed in job descriptions, but are an essential function. Essential duties and responsibilities may include, but are not limited to, the following:

• Serves as the first point of contact and responds to customer request for technical assistance in person, via phone, electronically

• Identify and escalate situations requiring urgent attention

• Open customer work orders

• Determine the best solution based on the issue and details provided by customers

• Walk the customer through the problem-solving process

• Direct unresolved issues to the next level of support personnel

• Provide accurate information on IT products or services

• Record events and problems and their resolution in logs

• Follow-up and update customer work order status and information

• Perform remote troubleshooting through diagnostic techniques and pertinent questions

• Identify and suggest possible improvements on procedures

• Monitor network tools and report issues to appropriate teams

• Help walk-in customers with user accounts and gaining access to network resources

• Research questions using available information resources

• Stay current with system information, changes and updates

• Other duties as assigned

MINIMUM QUALIFICATIONS

Education, Training, and Experience Guidelines

• High school diploma or GED required

• Customer-oriented

• Ability to problem solve

• Excellent communications skills

• Ability to work and communicate harmoniously with staff, parents and students

• Computer and mobile device proficient

• Related experience and training in troubleshooting and providing help desk support preferred 

Knowledge of:

• District and Department policies and procedures;

• Working knowledge of fundamental operations of relevant software, hardware and other equipment

• Office procedures, methods, and equipment including computers and applicable software applications such as word processing, spreadsheets, and databases;

• Pertinent local, state and federal laws, ordinances, codes, and rules.

Skill in:

• Excellent organizational skills and ability to communicate effectively, both verbally and in writing.

• Use of computers and technology, to include but not limited to email, internet, Microsoft Office or equivalent software.

LICENSE AND CERTIFICATION REQUIREMENTS  

A valid State Driver’s License may be required.

PHYSICAL DEMANDS AND WORKING ENVIRONMENT

Work is performed throughout the district and in a standard office environment.

Positions in this class typically require: use of hands, talking, hearing, seeing and repetitive motions.  The position requires the individual to meet multiple demands from several people and interact with public and staff.

COMPENSATION

Range 13