Job Description

Job Title: Desktop Support Specialist

Reports To: Supervisor – Customer Service

Department: Infrastructure Services

Division: Information Technology

Target Salary: $18.91 - $23.51 ($39,335.25 - $48,906.83)

FLSA Status: Non-Exempt

Posting Valid: 5/25/11 – 6/1/11

Summary: The Desktop Support Specialist’s role is to provide exceptional customer service in supplying support and maintenance within the organization’s desktop computing and printing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware, software and equipment to ensure optimal workstation performance. In addition, this person may provide telecommunication support assistance when necessary, which will include installing, supporting and maintaining our voice, data and video equipment. The person will also troubleshoot problem areas (in person, by telephone, by remote desktop or via e-mail) in a timely and accurate fashion, and provide end-user assistance where and when required. Finally, this person will be required to participate as a single or team contributor on projects assigned by management.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

  1. Provide expert and creative solutions to user problems on laptops and desktop systems, to ensure user satisfaction and productivity.
  2. Research, resolve, document and respond to end-user issues/problems/questions received via email, telephone calls, callbacks, or escalations, and provide support on desktop systems, in accordance with current standards.
  3. Accurately log all support activities in HEAT, our call tracking application, acknowledge, troubleshoot, and resolve all assigned tickets; escalate and follow through when necessary.
  4. Acquire and maintain knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users.
  5. Participate in team projects as required.
  6. Contribute and communicate user/technical service policies and procedures for supported products.
  7. Perform software installations ensuring compliance with license agreements.
  8. Adhere to official OPERS, IT and Security policies.
  9. Maintain a customer service-oriented work approach towards internal and external customers.

Competencies: To perform the job successfully, an individual needs to demonstrate the following competencies:

  • Job Knowledge/Technical Skills: Possesses and applies current job knowledge and technical skills to perform specific duties within defined job responsibilities.
  • Customer Service:Demonstrates commitment to OPERS Vision “…delivering responsive high quality service every time, all the time” through exhibiting an attitude of excellent service, ability to identify customer needs, use of thoughtful communication and willingness to resolve conflict. Attentive to the needs of both internal and external customers and OPERS Internal Customer Service Standards (ICSS).
  • Productivity: Generates required level of work output while demonstrating department quality standards.
  • Adaptability: Ability to embrace change as a necessary and desirable opportunity. Flexible in dealing with different viewpoints and people with diverse backgrounds.
  • Problem Solving: Solves problems and makes business decisions to carry out job duties.
  • Communication:Ability to express thoughts and ideas to others, both orally and in writing. Demonstrates commitment to OPERS Internal Customer Service Standards (ICSS).
  • Dependability: Demonstrates reliability and instills confidence in the ability to carry out job duties.
  • Teamwork/Interpersonal Skills: Builds and maintains working relationships with OPERS employees and customers. Cooperates with OPERS employees to achieve common goals while demonstrating core values.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Revised: 5/23/11

Education/Experience:

Associate’s degree in computer science or a minimum of three years work experience in the PC technical support area, or equivalent combination of education and experience. Strong end user customer service experience required. Ability to work independently while solving problems is required.

Language Ability:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

Math Ability:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills:

To perform this job successfully, an individual should be PC proficient, advanced knowledge of MS Windows operating system; intermediate to advanced MS Word; MS Excel; Internet Explorer (browser software) and MS Outlook (internal email systems). Must have knowledge of personal computers, pc operating systems and databases, along with demonstrated proficiency with various software programs.

Working knowledge of network connectivity, operation and maintenance of laser printers and other peripherals, including bar-code scanners is also a requirement.

Demonstrated knowledge of component level repairs such as video or motherboards, hard drive replacements, etc.

Certificates and Licenses:

CompTIA A+ or Network+ preferred but not required.

Supervisory Responsibilities:

This job has no supervisory responsibilities.

Work Environment:

The noise level in the work environment is usually moderate.

Physical Demands:

While fulfilling the responsibilities of this position, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; talk or hear. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must regularly lift and /or move up to 50 pounds. Specific vision abilities required by this job include close vision, peripheral vision and ability to adjust focus.

Revised: 5/23/11