Help Desk/Support Specialist (Levels 1 -6)

Key Responsibilities:

• Record and manage incidents, providing comprehensive customer support for IT and IS services.
  
• Offer technical assistance to computer system users, addressing hardware and software -related issues, including printing, installation, word -processing, electronic mail, and operating systems.
  
• Maintain a service -oriented perspective, understanding the relationships and dependencies between hardware, software components, and supporting organizations.
  
• Troubleshoot and resolve computer problems for clients through various support channels.
  
• Provide guidance on the use of computer hardware and software, including installation, printing, word -processing, electronic mail, and operating systems.
  

Additional Responsibilities (may vary by experience level):

• Develop and implement software standards and guidelines to protect sensitive information.
  
• Test and modify databases and management systems, or oversee related programming tasks.
  
• Plan and implement security measures to safeguard data in computer files.
  
• Coordinate the installation and testing of new products and system improvements.
  
• Train users and answer their questions.
  
• Establish and optimize database parameters.
  
• Develop data models and methods for integrating different products.
  
• Review project requests and manage database development.
  
• Monitor database performance and make necessary adjustments.
  
• Stay updated on industry trends in database systems.
  
• Coordinate IT changes at field locations.
  

Requirements

Skills and Qualifications:

• Proficiency in computers and electronics
  
• Customer and personal service skills
  
• Knowledge of telecommunications
  
• Administration and management abilities
  
• Engineering and technology knowledge
  
• Critical thinking skills
  
• Effective verbal and written communication
  
• Complex Problem -solving abilities
  
• Deductive reasoning
  
• Inductive reasoning
  

• HD/SS1: Bachelor's or Associate degree in a relevant field (Computer Science, Information Systems, Engineering, Business, or related discipline).
  
• HD/SS2: Bachelor's degree or equivalent experience.
  
• HD/SS3: Bachelor's degree or equivalent experience.
  
• HD/SS4: Bachelor's degree or equivalent experience.
  
• HD/SS5: Bachelor's degree or equivalent experience.
  
• HD/SS6: Bachelor's degree or equivalent experience.
  

Minimum Experience:

• HD/SS1: Bachelor's or Associate degree and 0 -3 years, or 3 years of software development experience
  
• HD/SS2: Bachelor's degree and 3 years specific, or 7 years of experience
  
• HD/SS3: Bachelor's degree and 6 years, or 10 years of experience
  
• HD/SS4: Bachelor's degree and 11 years specific, or 15 years of experience
  
• HD/SS5: Bachelor's degree and 16 years, or 21 years of experience
  
• HD/SS6: Bachelor's degree and 16 years, or 21 years of experience
  

Certifications:

Substitution Policy:

• General professional years of experience may be substituted for specialized years of experience at a ratio of 3 years of general experience for 1 year of specialized experience.
  
• An Associate’s degree in a relevant field will be considered equivalent to 18 months of specialized experience.
  
• A Bachelor’s degree in a relevant field will be considered equivalent to 3 years of specialized experience (total equivalency is not cumulative when combined with an Associate’s degree).
  
• A Master’s degree in a relevant field will be considered equivalent to 2 years of specialized experience (up to a total of 5 years when combined with a Bachelor’s).
  
• A Doctorate in a relevant field will be considered equivalent to 2 years of specialized experience (up to a total of 7 years when combined with a Master’s and a Bachelor’s).