Help Desk Technician

EDUCATION AND EXPERIENCE:

Graduation from high school or equivalent and five years of experience utilizing the fundamentals of typical computer systems, operating systems, applications, and peripherals, three years of which must have included IT work experience in a user support role;

Detailed knowledge of:

• commercially available operating systems and applications used by the agency;

• help desk applications configuration as used for change/problem management;

• principles and practices of a computer system and peripheral devices as needed to monitor a system;

• user password security principles and practices.

Working knowledge of:

• database principles;

• network domains and login procedures;

• web browser capabilities and the difference between intranets and the Internet.

General knowledge of:

• at least one programming language, such as Pascal, COBOL, Natural, Fortran, BASIC, or html for understanding as applies to queries used in common applications;

• network troubleshooting.

Ability to:

• create and use disk images;

• provide or develop documentation of systems, jobs, programs, and audit documentation for completeness and accuracy;

• provide testing support by assisting in the monitoring of program tests and reviewing computer output and identifying errors;

• restore data from backup media;

FULL PERFORMANCE KNOWLEDGE, SKILLS, AND ABILITIES (typically acquired on the job):

• Detailed knowledge of: departmental policies and procedures related to help desk support; agency

• change/problem management plan. Working knowledge of: hardware and software specific to an agency.

• Ability to: train and lead assigned personnel; monitor operations in the absence of a supervisor.