Help Desk I-Administrative Assistant

JOB DESCRIPTION

GENERAL DESCRIPTION OF DUTIES

The Help Desk I role serves as the first point of contact for IT support within the organization. This position is responsible for logging, triaging, and resolving basic support requests, as well as escalating more complex issues to the appropriate IT staff. The Help Desk I also provides administrative and logistical support to the IT department, assists with projects, and ensures efficient tracking and management of IT assets and vendor relationships.

SPECIFIC DUTIES AND RESPONSIBILITIES

ESSENTIAL JOB FUNCTIONS

The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position.

• Serve as the initial point of contact for user-reported IT issues via phone, email, and helpdesk software.
• Log and qualify support requests, ensuring accurate documentation and timely escalation as needed.
• Provide on-site troubleshooting for common issues such as password resets, printer configuration, break/fix support, and basic network issues.
• Route tickets appropriately and follow up to ensure user satisfaction and ticket closure.
• Manage the distribution, tracking, and collection of agency IT equipment (e.g., computers, monitors, cellphones, conferencing equipment).
• Work with vendors to coordinate hardware repairs, equipment replacements, and inventory updates.
• Maintain accurate records of issued equipment and coordinate returns as needed.
• Provide general administrative support to the Manager of IT and the IT department.
• Prepare and process purchase orders and invoices for IT-related purchases.
• Schedule IT training sessions and coordinate the use of computer resources.
• Assist the IT Manager in implementing projects and departmental initiatives in various capacities
• Coordinate cross-departmental IT needs and follow up on user requests.
• Participate in IT team meetings and contribute to process improvement discussions.

ADDITIONAL JOB FUNCTIONS

• Perform all other duties as assigned.

MINIMUM TRAINING AND EXPERIENCE

Education: Associate degree in related field required. A combination of education, training, and experience in lieu of degree may be acceptable.

Experience: At least two (1) years of office experience, administrative or in an IT environment. Education may be substituted for equivalent experience. Experience with cloud-based applications, including Office 365 or Microsoft Office Suite required.

Skills: Strong computer skills (software and hardware). Familiarity with ticketing systems (e.g., Jira, Freshdesk, Zendesk). Basic understanding of Windows OS and networking fundamentals. Proficiency in MS Office including Word, Excel, PowerPoint, and Outlook are required. Excellent verbal, written and interpersonal communication skills placing importance on a positive customer experience. Data analysis or reporting skills are a bonus.

Core Competencies: Commitment to CRT Mission, Vision, & Values; Demonstrated Leadership, Strategic Outlook, Creativity & Innovative Spirit; Ability to self-reflect and accept feedback; Adaptability & Flexibility; Commitment to data integrity and security as well as high professional & ethical standards; Strong technical acumen paired with high EQ.

Driving Requirement: YES Employee’s Own Vehicle: YES

Active Driver License in good standing required upon hire and throughout employment. Personal vehicle for some required driving.

ADA COMPLIANCE

Physical Ability: Tasks involve 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 (10-50 pounds).

Sensory Requirements: Some tasks require visual perception and discrimination. Some tasks require oral communications ability.

Environmental Factors: Tasks are occasionally performed with exposure to adverse environmental conditions, such as dirt, dust, pollen, odors, wetness, humidity, rain, fumes, temperature and noise extremes, machinery, vibrations, electric currents, traffic hazards, animals/wildlife, toxic/poisonous agents, violence, disease, or pathogenic substances.