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Help Desk Support

Department: Management Information Systems (MIS)

Job Code 1162

Closing Date May 18, 2018

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Responsibilities

1. Provides necessary technical assistance for computer hardware, software and telecommunications operations and provides leadership in the coordination of departmental operations to support the Authority’s computer equipment and software support.

2. Investigates and resolves computer software and hardware problems of users.

3. Maintains CHA’s file backup system.

4. Maintains document of problems in an organized and timely manner to provide to the SVP of IT as required.

5. Attends staff meetings to report on and resolve recurrent data problems.

6. Maintains professional and technical knowledge by attending educational workshops and/or seminars, reviewing professional publications, establishing personal networks, and participating in professional organizations as applicable.

7. Assists computer users with information technologies questions and problems, fielding telephone calls and e-mail messages from users seeking guidance on technical problems to ensure satisfaction in every step of problem resolution and to minimize downtime of applications and personnel.

8. Interfaces directly with end users to gather information regarding procedures followed and possible sources of error to diagnose needs.

9. Troubleshoots based on problem descriptions by asking user with problem to participate in diagnostic procedures, using diagnostic software, and/or by listening to and following instructions addressing the problem.

10. Performs individual and group end-user training to enhance overall knowledge of operational aspects of systems/hardware/software in accordance with user needs.

11. Calls software and hardware service vendors to request service regarding inoperative products or services.

12. Coordinates with IT customers on assigned projects and monitors performance against project deliverables, reporting the status to the SVP of IT. Interfaces with users as needed for process clarification, implementation, and support on assigned projects.

13. Regulates system and data access to computer systems and communications systems in accordance with established IT departmental and Authority security policies. Ensures that security procedures are being met through regular review and maintenance of security information.

14. Maintains and/or enhances professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional organizations as applicable.

15. Performs other duties as assigned.

Education and Experience

Associates degree in Computer Science or Technical School degree, or closely related field from an accredited college, technical school or university, and zero (0) to three (3) years’ experience in applicable area of responsibility or an acceptable combination or education and experience. Microsoft Certified Technical Specialist (MCTS), A+, Microsoft Certified IT Professional (MCITP), is a plus

Knowledge and Skills

1. Must have PC hardware and software troubleshooting skills.

2. Must have mobile device troubleshooting skills.

3. Must have knowledge of Microsoft Office 2016 and above software

4. Must have knowledge of Windows 10 professional, and above operating systems

5. Must have advanced skills and knowledge in approaches and systems and be able to use independent judgment and possess decision-making ability.

6. Must be able to function as a lead worker and be able to perform the same work as those directed; must be able to oversee work quality, provide training and instructions and schedule work.

7. Must be able to make recommendations regarding policy development and implementation.

8. Ability to establish and maintain effective, professional and tactful working relationships with co-workers and persons outside the Agency.

9. Ability to evaluate customer satisfaction, develop cooperative associations and utilize resources for continuous improvement.

10. Ability to write reports, prepare business letters, expositions, and summaries with property format, punctuation, spelling and grammar, using all parts of speech.

11. Ability to analyze data and information and prepare complex reports, graphs, charts, and spreadsheets and to summarize findings.

Supervision Controls

The employee receives instructions from the SVP of IT. Courses of action, deadlines and priorities are established by policy, procedure, rule, regulation or the SVP of IT, depending upon the assignment. Normal duty assignments are performed by the employee based on his/her own judgment. Special projects are managed with little oversight. The employee has no supervisory duties.

Guidelines

Guidelines include established policies and procedures, traditional practices, reference material such as desk manuals, dictionaries, handbooks, federal regulations and the Internet. If guidelines do not cover a situation, the employee consults the SVP of IT. Sound judgment, consistency and accuracy are needed to successfully perform duties.

Complexity

The IT Specialist performs a wide variety of non-routine tasks. The employee must identify the work that needs to be done based on critical need and impact to Authority operations and determine how to accomplish it, while exercising considerable judgment regarding the impact and avoidance of downtime as a result of decisions. Some difficulty may be experienced in performing multiple user/department projects that are time-sensitive, while maintaining a high degree of accuracy and judgment.

Scope and Effect

The employee's work affects the Authority. Keeping components running and optimized enables the Authority’s operational staff to deliver quality services to clients. Through appropriate desktop administration, ensuring Authority service delivery is not compromised, the Authority can more effectively and efficiently achieve its’ goals and mission.

Personal Contacts

The employee has contact with a broad range of individuals including: co-workers, outside professionals, contractors, vendors, and other business firms that provide services. Personal contacts serve multiple purposes including: giving or exchanging information, providing services, to make decisions, resolve problems, motivate and negotiate.

Physical Requirements

1. Must be able to sit and/or stand for up to eight hours at a time while performing work duties.

2. Must be able to drive to off-site locations throughout Charlotte.

3. Work may involve some physical exertion, such as kneeling, crouching, reaching, carrying or lifting and eyestrain from working with computers and other office equipment.

4. Must be able to bend, stoop, push, and pull in the performance of duties.

5. Must be able to use fingers bilaterally and unilaterally to operate office equipment.

6. Must have vision and hearing corrected to be able to perform essential job functions.

7. Must be able to perform essential job functions in an environment that will sometimes include increased levels of work-related stress.

8. Must be able to maintain punctuality and attendance as scheduled.

9. An employee may request a reasonable accommodation to mitigate any of the physical requirements listed above.

Work Environment

Work involves the normal risks or discomfort associated with an office environment and is usually in an area that is adequately cooled, heated, lighted and ventilated.

Other Requirements

1. Must possess a valid State of North Carolina or South Carolina driver’s license and regularly participate in continuous improvement and education.

2. May be required to work unusual work schedule.

3. Must work with the highest degree of confidentiality

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