TeleCom Clinic's
Definitive Guide to Job Descriptions
www.GuideToJobDescriptions.com
JOB TITLE: Support Specialist/Help Desk - Lead
Alternate Titles: Help
Desk Specialist
Help Desk
Manager
LAST UPDATE: August 30, 2001
DESC. NO.: SS-0030
DEPARTMENT: Department of Information
Technology
EXEMPTION STATUS: Exempt
/ Non-Exempt
GRADE/SALARY:
Management - Grade 7
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:
Primary responsibility is to provide very high level 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 second level support staff. A Lead level Support Specialist functions with minimal supervision and assumes substantial project and management responsibility.
CHARACTERISTIC
DUTIES AND RESPONSIBILITIES:
1. Provide team leadership, responsibility and technical expertise in the completion of large and complex projects.
2. Works with general direction, primary focus is on remotely resolving highly technical computer, network and software related issues, escalating problems as necessary, and providing advanced formal and informal end user and internal IT training.
3. Functions as primary escalation point 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.
4. Log and diagnose (or refer for additional action) all escalated called in Help Desk problems, issues and trouble calls.
5. Functions as department’s expert in the use and maintenance of the Help Desk software and database system.
6. Provide first-call resolution for desktop hardware, software, LAN, WAN, E-mail, web, Internet, Intranet, and administrative computing related problems.
7. Apply advanced technical experience and logic to assist customers in remote troubleshooting and problem resolution.
8. Exercise judgement in prioritizing problems and escalating them to the next level of support when necessary.
9. Utilize appropriate application to gather information, log problems, and analyze results, track problems and record resolutions.
10. Perform standard reporting as required, and apply past history and solutions database in problem solving.
11. When available, utilize Knowledge Packs and expert systems when resolving problems.
12. Ensure problems are correctly routed through to the appropriate responsible Department of Information Technology individuals.
13. Demonstrate a clear and advanced understanding of the College’s educational and administrative technologies and end-user expectations.
14. Provides process, procedure and trouble shooting documentation to end-user community and IT staff.
15. Develop and provide formal training on College specific technology and related areas.
16. Perform other related duties and assignments as directed.
SUPERVISION
RECEIVED:
Functions without daily supervision and assumes Lead project
and systems administration responsibility. Receives general 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 no supervision. Attends internal and
external training sessions and meetings as directed and necessary for job
performance.
SUPERVISION
EXERCISED:
Supervise, train and mentor students, other college and IT 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 BS or BA (Masters preferred)
degree, ideally in either Computer Science, Information Systems, or a degree in
a related field; minimum three years of information systems work experience
(preferably in a higher education environment), with a minimum of 2 years of
management information systems Help Desk and business experience (preferably in
higher ed.); experience in providing
formal classroom technology training; or
equivalent combination of education and work experience as determined by the
Department of Information Technology.
Work
experience will include advanced knowledge and use of complex computer and
network hardware, TCP/IP, LAN operating systems and SNMP.
Expert knowledgeable in Windows 9X or NT, Microsoft Office and Microsoft Office suite of products, in a networked, NetWare and NT environment. Possess expert knowledge, experience and demonstrated proficiency with Web authoring software, Must understand multiple network protocols. 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.
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 the highest-level technical position in a family of positions. Promotions to other management level positions are not necessarily expected from this position, but may take place with proper training and experience.
SHAREWARE NOTICE: If you find any of the job descriptions useful for your
purposes,
please remember to send $9.95 for each one you use to the address below for the
many hours, days or weeks of time we have saved you:
TeleCom Clinic c/o Neil Sachnoff
4402 Stonehedge Road
Edison, NJ 08820
Copyright © 1991-2001by Neil S. Sachnoff, First Printing 1991, Printed in the
United States of America