PATHS

Helpdesk Technician

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Purpose

The role of the Helpdesk Technician is to assist staff members who are experiencing any procedural or operating difficulty with the use of computer/electronic equipment, IT applications, products or services. Complex and/or high priority problems are elevated to other IT staff for resolution when needed, but the Helpdesk Technician is responisble for ensuring that an effective solution is provided to the user.

Qualifications

Education: Associate Degree in Computer Science preferred or eqiuvalent experience.

Experience in hardware, software, network troubleshooting, basic operating system functionality or equivalent training and/or educaiton is extremely beneficial. Customer service experience is preferred.

Skills:

  • Must be able to learn and support new and quickly-changing technologies.
  • Ability to research solutions or information regarding technicalissues and have good decision making skills.
  • Excellent interpersonal skills. Diplomacy and tact.
  • Good work habits under pressure.
  • Familiarity with a wide range of standard office automation products.
  • High energy level.
  • Able to work with confidential information.
  • Detail oriented and able to maintain and document on ticketing system.
  • Must have a good command of the English language in order to provide effective phone,desk-side,and email support.
  • Ability to work independently.

Duties

  • Effectively, professionally, and respectfully represents other Information Technology staff members,to PATHS’ organization.
  • Provides support for all Information Technology products and services.Support may include answering questions,trouble shooting problems,teaching or instructing staff members regarding software or hardware functionality and effectively communicating Information Technology policies within the PATHS’ organization.Additionally,it may involve trouble shooting printers, scanners, phones, copiers, credit card scanners, signature pads and or any other non-medical equipmentissues.
  • Determines the most effective manner to resolve issues.Engages in research and in-depth trouble shooting to resolve technical issues.Consults with other Information Technology staff when necessary.
  • Records required customer and problem information inAccess Database.Updates tickets with appropriate journal entries of activities,and closes tickets with resolution entered up on completion of the job.
  • Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
  • Works on Helpdesk related projects asassigned by supervisor.
  • Help assist other Information Technology staff in wiping and re-imaging PCs for repair to go back into service at a timely manner.
  • Help Information Technology staff with a regular maintenance schedule of Computer equipment.
  • Maintaining inventory spreadsheet of all IT equipment.
  • Must meet fitness for duty requirements that include but aren’t limited to; Moving/lifting items exceeding 20 lbs., bending, standing and walking for long periods of times, stair climbing, crawling and stooping under desks and in small spaces.
  •  Other duties as assigned by Director of IT.
Posted On: Monday, 27th June 2022
Category: Administrative Support
Department: Administration
Shift: Week Days
Location: Danville
Administration
116 S Ridge St., Danville VA 24541
Job Type:
40 Hours per Week
Duration: Permanent

Job Description:

Preferred Skills: