An employee in this class is responsible for the installation, maintenance and problem resolution for personal computers. The position requires frequent contact with computer users in identification of needs and resolution of hardware and software problems. Additionally, an employee in this class is responsible for providing help-desk support to employees by evaluating, diagnosing and troubleshooting computer problems related to software packages and hardware issues. The work is performed under the general supervision of a higher level supervisor. Does related work as required.
A) Graduation from a regionally accredited or New York State registered college or university with an Associate’s Degree in computer science, computer technology, computer repair or a closely related field and one year experience installing software and troubleshooting both hardware and software; or
B) Three years experience as indicated above; or
C) An equivalent combination of training and experience as indicated within the limits of A) and B)
Provides employees with first-level diagnosis and troubleshooting of computer problems relating to software packages, hardware issues, work processing, spreadsheets, accounting systems and specific applications. Installs and tests computer hardware; Maintains and repairs computer and peripheral equipment; Coordinates with service providers to ensure the timely completion of repairs; Coordinates the cabling necessary to establish networks; Participates in the development and enforcement of standards and policies regarding hardware and software systems; Maintains inventory of computer hardware and software, including maintenance and repair records; Follows-up with employees to ensure problems are resolved and updates them regarding actions taken or planned; Creates or assists other employees in creating forms, reports or databases; Enters data into various databases; Performs a variety of clerical tasks including answering phones and taking messages.
FULL PERFORMANCE KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS: Excellent knowledge of typical personal computer hardware and software applications; Excellent knowledge of modern office terminology, procedures, equipment and business English; Good knowledge of information technology help desk procedures, processes and practices; Skill in the use of tools and equipment used in the installation and repair of computer and networking hardware; Ability to establish effective working relationships with employees in other departments at all levels; Ability to understand and follow complex oral and written instructions; Ability to express oneself clearly and effectively both orally and in writing; Ability to maintain inventory and operational records; Ability to perform close detail work; Ability to lift up to 40 pounds; Initiative, tact; patience; good judgment; Resourcefulness; Courtesy.