Under general supervision and using independent judgment, assist customers in problem definition, provide first level problem resolution and assign incidents to technical staff for resolution when necessary; assist in performing administrative and business-related activities. Provide coverage outside of core business hours as scheduled.
Major Duties and Responsibilities
Provide direct customer service through the automated Service Desk facility.
Maintain records pertaining to daily activities.
Draft responses to inquiries. Research and write periodic and special interest reports based upon Service desk information.
Serve as a shipping and receiving point for all data processing related items.
Maintain inventory listing of all County data processing hardware.
Assist in the administrative/clerical functions of the department as needed.
The above information on this job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of all employees assigned to this job.
Associate degree and four (4) years service desk technician experience OR any combination of post-secondary education and/or as a service desk technician experience totaling six (6) years.
Knowledge and experience of office systems, word processing, email and calendar software.
Knowledge of standard office procedures and practices as well as departmental functions and procedures.
Understanding of IT security issues including anti-virus measures.
Knowledge of principles and characteristics of general-purpose information systems including office automation.
Ability to operate standard office equipment including PCs, terminals and printers.
Ability to communicate and work effectively with others.
Excellent telephone and customer care skills.
Screening and Compliance
The offer of this Bernalillo County position requires compliance with the following:
Employee must successfully complete the post-offer employment medical examination.
Employee must comply with the safety guidelines of the County.
All essential duties are performed indoors.
Duties are performed in a temperature-controlled environment.
Duties are performed on an even surface, which may be carpeted or tile. Working surface is typically dry.
Worker often works alone both with and without directions from supervisor. Equipment, Tools and Materials
Equipment typically used in the performance of office duties include telephone, computer keyboard, computer printer, bursters, typewriter, photocopy machine, facsimile machine and calculator.
Materials and products handled in the course of performing essential duties include files, forms, reports, various other paperwork, and a wide variety of basic office supplies.
Functional Analysis, Mental & Physical Functions:
Must be able to use reason and judgment in performing essential functions.
Must be able to read, understand, and apply knowledge of computer and data communications systems and operations.
Must be able to write proposals and reports with proper format, and to verify the accuracy of information contained in reports.
Must possess technical writing abilities.
Must be able to organize and prioritize numerous tasks.
Work is primarily sedentary, with opportunities to stand/walk as needed typically being available throughout the workday.
Must be able to bend at the waist and twist/rotate as necessary.
Must be able to work with arms bent or extended away from body or overhead and be able to push/pull with arms as needed.
Must be able to lift and carry items such as paperwork and files.
Must be able to crouch and kneel as necessary.
Must be able to use hands and fingers in order to grasp/manipulate various equipment and materials needed to perform essential duties.
Must be able to coordinate use of hands and eyes in operation of equipment, such as computer and calculator.