Help Desk Technician

Help Desk Technician at Capital Region BOCES in Albany, NY (onsite) with a yearly salary of USD 44,787.

Responsibilities

• Accepts and triages help requests submitted by phone, email, ticketing system, or in person for the assigned support team.
• Diagnoses and resolves software and hardware issues reported by users.
• Enters support tickets into the system and routes them to appropriate channels.
• Troubleshoots common PC problems and provides standard technical guidance.
• Answers phones and directs calls as needed.
• Travels between user locations as required.
• Installs new PCs and peripheral equipment as required.
• Installs or reinstalls operating systems on PCs as needed.
• Configures operating systems, third party software, and data/Internet/Intranet access for user needs.
• Assists Resource Center users with peripheral equipment and software usage.
• Maintains digital records of service usage by other departments and issues billing statements.
• Meets with departments to provide technical assistance for department specific software and acts as liaison with third party software vendors for required support and defective software/hardware.
• Maintains support documentation, files and records as necessary.
• Performs related duties as required.
• Demonstrates working knowledge of personal computers and peripheral equipment.
• Applies familiarity with modern office equipment and terminology.
• Utilizes knowledge of modern information services terminology.
• Applies business English terminology in daily tasks.
• Uses a personal computer keyboard efficiently.
• Communicates technical information clearly, both verbally and in writing.
• Operates a personal computer proficiently.
• Conveys prescribed technical procedures over the telephone.
• Follows oral and written instructions precisely.
• Establishes and maintains effective working relationships.

Requirements

• Working knowledge of personal computers and peripheral equipment.
• Working knowledge of modern office equipment and terminology.
• Working knowledge of modern information services terminology.
• Working knowledge of business English.
• Skill in using a personal computer keyboard.
• Ability to communicate technical information both verbally and in writing.
• Ability to use a personal computer.
• Ability to convey prescribed technical procedures via the telephone.
• Ability to follow oral and written instructions.
• Ability to establish and maintain effective working relationships.

Job Qualifications

• Bachelor's degree from an accredited college or university in Management Information Systems, Computer Science, Information Resources Management, Information Technology, or a closely related field; OR
• Associate's degree in Management Information Systems, Computer Science, Information Resources Management, Information Technology, or a closely related field plus one year of paid experience as a computer technician; OR
• High school diploma or GED with two years paid experience as a computer technician.