TITLE: HELP DESK TECHNICIAN
Under general supervision, provide technical software, hardware and network problem resolution to all KSI computer users by performing question/problem diagnosis and guiding users through step-bystep solutions in a call center environment; clearly communicate technical solutions in a user-friendly, professional manner; provide one-on-one end-user training as needed; assist Network Technicians; troubleshoot network printer problems; pass more complex end-user problems on to Network Technicians; conduct hardware and software inventory database maintenance and reporting; and perform related work as required.
The Help Desk Technician fields all Help Desk calls from KSI user base and creates the initial record of the request; resolves all Level One end-user problems over the phone; passes all Level Two requests on to a specialized technician; and contacts third-party vendors for warranty service repair.
KEY DUTIES AND RESPONSIBILITIES:
Examples of key duties are interpreted as being descriptive and not restrictive in nature.
Identifies, diagnoses, and resolves Level One problems for users of personal computer software and hardware, KSI network, the Internet and new computer technology in a call center environment; communicates solutions to end-users.
Provides one-on-one end-user problem resolution over the phone for all KSI approved software.
Delivers, tags, sets up, and assists in the configuration of end-user computer hardware, software and peripherals.
Diagnoses and resolves end-user network or local printer problems, computer hardware problems and e-mail, Internet, dial-in, and local-area network access problems.
Coordinates timely repair of computer equipment covered by third-party vendor maintenance agreements.
Performs minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third-party vendor maintenance agreements.
Helps install local area network cabling systems and equipment such as network interface cards, hubs and switches.
Assists Specialized Technicians in creating materials for end-user frequently asked questions (FAQs).
Deliver technical customer support over the phone in a call center environment; identify, troubleshoot and resolve a wide range of technical computer-related problems; make the distinction between Level One and Level Two end-user problems; identify, evaluate and solve end-user workstation problems; support and train end-users in a wide range of software applications as needed; read, understand and apply complex technical information; master new computer technology; maintain cooperative working relationships; demonstrate sensitivity to, and respect for, a diverse population.
Modern operating systems, various software applications and basic hardware for computers; principles and theories of network systems and management; Internet technologies and products; basic understanding of electrical safety procedure.
Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:
One year college level course work and MCP (Microsoft Certified Professional) or equivalent.
One year providing end-user phone support for computer and application software OR one year installing, upgrading, troubleshooting and repairing personal computers in a network environment. Any regular Customer Service experience helping people over the phone with respect, empathy, and compassion.
LICENSE OR CERTIFICATE:
This classification requires the use of a personal or KSI vehicle while conducting KSI business. Must possess a valid (Class C) California driver’s license and an acceptable driving record. This position requires the incumbent possess either an MCP (Microsoft Certified Professional) or equivalent.
Must be able to sit for prolonged periods of time in front of a computer. Must be able to perform physical activities, such as, but not limited to, lifting heavy equipment (up to 50 lbs. unassisted), bending, standing, climbing or walking.
INTERNAL APPLICATION PROCESS:
Interested applicants must submit a detailed resume with a letter describing why they believe they are the best candidate for this position.
Resumes must be received by Jerry Janzen at Corporate Office by the close of business August 30, 2013
Submittals will be screened for qualifications and experience.
Qualified individuals will be invited to participate in the interview process.
Successful individual will be notified at the conclusion of the interview process.