TeleCom Clinic's Definitive Guide to Job Descriptions
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JOB TITLE: Support Specialist/Help Desk - A

Alternate Titles: Help Desk Specialist

LAST UPDATE: August 30, 2001

DESC. NO.: SS-0020

DEPARTMENT: Department of Information Technology

EXEMPTION STATUS: Exempt / Non-Exempt

GRADE/SALARY: Management - Grade 5

GENERAL:

The TeleCom Clinic College is a dynamic, exciting, technologically advanced, growing college located in the heart of New Jersey. There are many active and diverse technological challenges. In the past year, hundreds of Pentium computers have been added to faculty, staff, administrators and student labs; the campus-wide wiring project has been completed that has expanded new voice, video and data network capability. The college has installed a new electronics network and has implemented several new LANs and WANs. The college has also embarked on a major web based software upgrade project.

BASIC FUNCTION:

Under general supervision, primary responsibility is to provide remote Help Desk Support and formal classroom Training for College faculty, staff and administrators on network and desktop hardware, software and other agreed to end-user specific products. Serves as an interface between the college end-user community and Department of Information Technology next level support staff.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES:

1. Working under general supervision, primary focus is on remotely resolving technical computer, network and software related issues, escalating problems as necessary, and providing formal and informal end user training on a broad but limited range of desktop products.

2. Functions as primary point of entry for all end-user Help Desk calls. Serve as the primary point of contact for all problem and informational calls coming into the Department of Information Technology.

3. Log and diagnose (or refer for additional action) all called in Help Desk problems, issues and trouble calls.

4. Functions as department’s specialist in the use and maintenance of the Help Desk software and database system.

5. Provide first-call resolution for desktop hardware, software, LAN, WAN, E-mail, web, Internet, Intranet, and administrative computing related problems.

6. Apply technical experience and logic to assist customers in remote troubleshooting and problem resolution.

7. Exercise judgment in prioritizing problems and escalating them to the next level of support when necessary.

8. Utilize appropriate application to gather information, log problems, and analyze results, track problems and record resolutions.

9. Perform standard reporting as required, and apply past history and solutions database in problem solving.

10. When available, utilize Knowledge Packs and expert systems when resolving problems.

11. Ensure problems are correctly routed through to the appropriate responsible Department of Information Technology individuals.

12. Demonstrate an understanding of the College’s educational and administrative technologies and end-user expectations.

13. Provides process, procedure and trouble shooting documentation to end-user community.

14. Develop and provide formal training on College specific technology and related areas.

15. Perform other related duties and assignments as directed.

SUPERVISION RECEIVED:

Functions with general daily supervision and assumes some project and systems administration responsibility. Receives general day-to-day operational supervision from the Manager, Academic IT Services. Expected to work closely with faculty, staff and administrators for day-to-day computing and communications needs. Works closely with other Department of I.T. management, professional and technical staff to coordinate resolution of related problems and issues. Expected to perform daily and routine tasks with a minimum of supervision. Attends internal and external training sessions and meetings as directed and necessary for job performance.

SUPERVISION EXERCISED:

May train students, or other employees that help in the maintenance and support of information technology systems and networks. By nature of the position, exercises indirect supervision of end users in the use and care of the systems that they are using.

QUALIFICATIONS:

Must possess a minimum of a two year college degree, ideally in Computer Science, Information Technology, or a two year degree in a related field; with a minimum of 6 months of management information systems Help Desk and business experience (preferably in higher ed.); experience in providing formal classroom training is highly desirable; or equivalent combination of education and work experience as determined by the Department of Information Technology.

Work experience should include knowledge and use of complex computer and network hardware and software.

Knowledgeable in Windows 95, 98 or NT, Microsoft Office and Microsoft Office suite of products, in a networked, NetWare and NT environment. Possess knowledge, and demonstrated proficiency with Web authoring software, Must understand at least one network protocol. Knowledge and experience with at least either Netscape or Internet Explorer browsers. Experience with e-mail applications in a networked and Internet environment. Familiarity with Colleague, the colleges administrative computing system considered a plus. Shift work may be required.

Experience in higher education preferred but not required. Ability to interface and communicate effectively with non-technical personnel, administrative users, staff, faculty and students, as well as professional Information Technology staff. Must possess strong analytical skills, excellent oral and written communicative skills, good telephone technique, be a quick learner, self-motivated, patient, and be able to work in stressful situations, and at times, be available to work flexible hours. Initiative, creativity and decision-making are required.

PHYSICAL DEMANDS:

There are some minimum physical demands for this position. Using and reading from a PC for extended periods of time, moving around a crowded Network Operation Center, moving and carrying server and communications equipment, working with electronic equipment, often in crowded surroundings, and the need to go to end users locations are amongst the demands of this position. May be called upon to physically open and work on servers, PC’s and communications equipment.

NON-PHYSICAL DEMANDS:

There will be the occasional need to work non-traditional hours and long ours of continuous concentration. Must be able to get up in front of a classroom of students and provide professional technical instruction.

PROMOTIONAL OPPORTUNITIES:

This is considered a near-level position in a family of positions that permit for growth and promotion as experience, training and education meet the qualifications of the next job description in the family. Promotions are expected from this position but will not take place before six months in the position.

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TeleCom Clinic c/o Neil Sachnoff
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Edison, NJ 08820

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