City of Orangeburg, South Carolina

Classification Specification

INFORMATION TECHNOLOGY HELP DESK TECHNICIAN

Salary: Based on Qualifications

Purpose of Classification:

The purpose of this classification is to responds to computer users' requests for service and assistance with computer hardware, software, and network problems; troubleshoots, diagnoses and repairs computer hardware and peripheral equipment; and performs related technical work as required.

Essential Functions:

The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

Receives and responds to requests from computer users for service and assistance with computer hardware,

software and network problems.

Troubleshoots, maintains, and repairs computer hardware and peripheral equipment; assists in troubleshooting.

and resolving computer software problems.

Performs remote and on-site repairs as appropriate.

Assists in maintaining computer network connectivity.

Maintains Help Desk management system and associated records (including but not limited to work orders, inventory, and software licenses).

Assists with deployment of new PCs, tablets, phones, and other IT hardware.

Creates documentation and FAQ/instructions and guides for common user issues.

Complete assigned steps for new user on-boarding/orientation/transfers/off-boarding.

Accurately performs general clerical work as required, including but not limited to preparing reports and records, entering, and retrieving computer data, copying, and filing documents, answering the telephone, etc.

Attends training as required to maintain job knowledge and skills.

Additional Functions:

Performs other related duties as required. May be required to work after normal business hours, weekends, holidays, Standby Duty or be called out as needed 24 hours/day 7 days/week to maintain service in the event of a natural disaster, emergencies, or any other disruption of service.

Minimum Qualifications:

Associate degree in Information Technology or a related field required; supplemented by two years of experience in a technical or help desk support/ service environment; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job. Prior experience in local government or law enforcement technologies preferred; CompTIA A certification preferred.

Specific License or Certification Required: Must possess and maintain a valid South Carolina driver’s license.

Specific Knowledge, Skills, or Abilities: Must be able to demonstrate proficiency in performance of the essential functions and learn, comprehend, and apply all City or departmental policies, practices, and procedures necessary to function effectively in the position.

Performance Aptitudes:

Data Utilization: Requires the ability to review, classify, categorize, prioritize, and/or analyze data. Includes exercising discretion in determining data classification, and in referencing such analysis to established standards for the purpose of recognizing actual or probable interactive effects and relationships.

Human Interaction: Requires the ability to provide guidance, assistance, and/or interpretation to others regarding the application of procedures and standards to specific situations.

Equipment, Machinery, Tools, and Materials Utilization: Requires the ability to operate, maneuver and/or control the actions of equipment, machinery, tools, and/or materials used in performing essential functions.

Verbal Aptitude: Requires the ability to utilize a wide variety of reference and descriptive data and information, such as work orders, inventory records, and technical manuals and support documentation.

Mathematical Aptitude: Requires the ability to perform addition, subtraction, multiplication, and division. May include counting, recording of counts, and basic measuring.

Situational Reasoning: Requires the ability to exercise judgment, decisiveness and creativity in situations involving evaluation of information against measurable or verifiable criteria.

ADA Compliance:

Physical Ability: Tasks require the ability to exert very moderate physical effort in light work, typically involving some combination of stooping, kneeling, crouching, and crawling, and which may involve some lifting, carrying, pushing and/or pulling of objects and materials of moderate weight (12-20 pounds).

Sensory Requirements: Some tasks require the ability to perceive and discriminate colors or shades of colors, sounds, and visual cues or signals. Some tasks require the ability to communicate orally.

Environmental Factors: Performance of essential functions may require exposure to adverse environmental conditions, such as dust, confined spaces, machinery, vibrations, electric currents, or traffic hazards.

The City of Orangeburg is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the City will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.