POSITION DESCRIPTION
TITLE:
FLSA STATUS:
Help Desk Clerk
Non-Exempt
CATEGORY:
GRADE:
Classified
C
JOB SUMMARY: Serve as the primary customer service/telephone liaison for end users regarding
software, hardware, or other technical problems with the District’s information system.
ESSENTIAL FUNCTIONS:
YEARLY
PERCENT OF
TIME
25%
1.
Perform initial problem definition; initiate the problem resolution process by
entering the problem definition in to a help desk database.
2.
Provide first-level problem resolution; provide verbal step-by-step
instructions for users for immediate resolution to simple problems and ensure
that the problem was resolved to the users satisfaction.
25%
3.
Enter problem/solution information into a helpdesk database using
standardized phraseology to facilitate database searches.
20%
4.
Answer college helpdesk requests; function as a single point-of-contact for all
service requests directed to Information Technology, via telephone, email
and/or web browser.
10%
5.
Prepare work orders for all unsolved problems; update the helpdesk database
to reflect current disposition of the work order.
10%
6.
Prepare problem tracking reports, report regarding frequency and patterns of
problems reported to the helpdesk; report on open/closed work orders; report
specific time periods regarding work orders generated, work done by service
technicians and work orders closed.
10%
REPORTING RELATIONSHIP: Technology Resource Specialist
ESSENTIAL QUALIFICATIONS:
EDUCATION: One year of college, specialized trade, vocational or business school.
EXPERIENCE: One (1) year of experience.
SPECIAL SKILLS AND ABILITIES:
Effective: 9/1/03
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1.
Skills/Abilities: Ability to diagnose routine technical problems with hardware and software;
strong interpersonal skills; and the ability to communicate effectively with a diverse end-user
population.
2.
Equipment Used: Personal Computer, fax, telephone, copier, and other equipment
associated with an office environment.
3.
Software Used: A variety of word-processing, spreadsheet, database, e-mail, and
presentation software.
PHYSICAL REQUIREMENTS:
Duties require little physical effort in work with light (up to 10lbs), easy to handle materials.
Duties performed causes light fatigue of eyes, fingers, or other faculties due to long periods of
standing, sitting, and/or repetitive motion.
INTERPERSONAL SKILLS:
Alternative or combined skills in understanding, counseling, and/or influencing people are
important in achieving job objectives, causing action, understanding others, or changing behavior;
and, skills of persuasiveness or assertiveness, as well as sensitivity to the point of view of others.
WORKING CONDITIONS:
Job is performed in general office or comparable working area with occasional distractions such as
noise, interruptions, or congested work areas with exposure to some disagreeable elements.
Effective: 9/1/03
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