Help Desk Coordinator

Town of Vernon

Title: Help Desk Coordinator

Current Hourly Rate Range: $24.99 - $29.39 - 40 hours a week

Bargaining Unit: Professionals (can be found on the Town website https://www.vernon-ct.gov/government/employee-information)

General Statement of Duties: Performs a variety of network problem analysis and monitoring tasks for the Department of Information Technology (IT) help desk; triages network problems to appropriate technical staff; logs, coordinates and tracks requests for assistance related to IT-supported systems as a primary user contact, as well as other tasks as assigned. This position coordinates with the IT areas of Network, Application and Technical Support to provide resources necessary for the successful completion of each help desk request within established Service Level Agreement (SLA) timeframes.

Supervision Received: Works under the general direction of the Director of Information & Communication Technology or designee.

Supervision Exercised: None.

Essential Job Functions: Regular & punctual attendance. Receives telephone calls and e-mails from users with computer software and hardware problems, or inquiries on how to use specific software, electronic mail or operating systems; responds to user requests and problems in a courteous and timely manner; performs initial problem analysis and resolution or triages problem to IT technical staff when appropriate; performs a variety of network problem analysis and monitoring tasks for the IT Helpdesk; monitors IT network management systems and responds appropriately to user requests and problems; maintains liaison with network users and technical staff to communicate the status of problem resolution to involved parties; logs and tracks requests for assistance related to IT-supported systems; gathers and logs appropriate demographic data related to each request. Compiles data and prepares reports setting forth progress, adverse trends and appropriate recommendations based on information from the helpdesk. Establishes process for measuring Service Level Agreements (SLA) and Customer Satisfaction of IT Support Services being provided as part of the continuous Quality Improvement initiatives for the Town of Vernon; responsible for notifying users of disruption to normal delivery service; assists in the coordination of transport/install/removal of equipment.

Participates in the preparation and distribution of procedure manuals and documentation for helpdesk use. Assists in the development of a comprehensive training plan for helpdesk procedures; assists in training personnel by providing backup coverage. Provides assistance in the deployment of network systems for users as needed.

Other Job Functions: May be called in to work at the Town's Emergency Operation Center (EOC). Performs related work as required.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions of the job. While performing the duties of this job, the employee is frequently required to sit, talk and hear. The employee is occasionally required to walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms. Hand-eye coordination is necessary to operate computers and various other office equipment. The employee must often lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment: The work environment characteristics described here are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. Must be able to remember multiple assignments given over long periods of time. Must be able to perform tasks requiring independent knowledge in addition to procedures or instructions provided.The noise level in the work environment is usually quiet.

MINIMUM QUALIFICATIONS

Knowledge, Skills & Abilities Required: Ability to learn quickly and resolve problems within a group and independently; work with team to manage helpdesk requests within established procedures and SLA; ability to communicate professionally and effectively with people of varying degrees of technical skill; clearly and proactively communicate problem resolution plans and current status; must be detailed oriented; ability to work in a fast-paced environment; ability to handle multiple requests; ability to plan, prioritize and execute all work plans with minimal amount of direction; ability to maintain records; Must be experienced with Microsoft Office Professional within a networked environment; knowledge of web browsers and Help Desk software; must have and maintain valid driver's license.

Experience & Training: Associates degree in Computer Science or Technology, or related field, plus 2 years of experience in a computer network environment, preferably in a Helpdesk role; or High School Diploma, or GED equivalency with a minimum of 3 years Helpdesk coordination, or 2+ years Helpdesk management experience including a proven track record of successful Helpdesk coordination roles, and meeting Customer expectations through established SLA metrics. Requires computer skills for compiling reports, statistical data, composing memoranda, email, MS Project Manager and other similar documents.

This job description is not intended to be a complete statement of all duties, functions and responsibilities which comprise this position. EOE/AA/M/F Adopted: 9/18/2012