TITLE: Help Desk Attendant
FLSA STATUS: Non-Exempt
CATEGORY:
GRADE:
Classified Staff
C (Technology Support)
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. Provide fist-level problem resolution for end-users to resolve hardware, software, and other technical problems and referring problems, as needed, to appropriate information Technology staff member.
2. Perform initial problem definition and enters information into help desk database.
3. Maintain and update Helpdesk database. Enter problem/solution information into a help desk database using standardized phraseology to facilitate databases searches.
4. Receive and process technical and non-technical requests. Function as the single point-of-contact for all service requests directed to
Information Technology.
5. Prepare work orders for all unsolved problems, determine priority and urgency of problem, and ensure the problem is solved to the user’s satisfaction.
6. Determine priority and urgency of problem. Acquire technical assistance from other I.T. staff or resources if problem can be resolved over telephone on a timely basis.
7. Prepare problem tracking reports regarding frequency and patterns of problems, open/closed work orders, specific time periods regarding work orders generated, and work done by service technicians.
REPORTING RELATIONSHIP: Technology Resource Specialist
ESSENTIAL QUALIFICATIONS:
EDUCATION: Associate’s Degree or Equivalent
EXPERIENCE: Two (2) years experience.
20%
15%
10%
10%
10%
10%
Revised: 9/1/03 Page 1 of 1

SPECIAL SKILLS AND ABILITIES:
1. Skills/Abilities : Ability to diagnose technical problems with hardware and software; strong interpersonal skills; and ability to communicate effectively with a diverse endusers population.
2. Equipment Personal computer and a variety of equipment associated with a general office environment.
3. Software A variety of word processing, spreadsheet, database, e-mail, and presentation software in addition to
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.
Revised: 9/1/03 Page 2 of 2