Help Desk Technician III

POSITION:                            Help Desk Technician III

DEPARTMENT:                    Information Technology

PAYGRADE:                           Help Desk Tech III - 106(NE) 

                                                     FLSA: Non-Exempt 

PAY:                                           Min: $24.858/hour Mid: $31.694/hour Max: $38.529/hour                                                                         

DEADLINE:                            January 3,2025

 

Help Desk Technician III

Purpose of Classification: 

The purpose of this classification is to provide routine, tier I technical support to CCWA end users and to monitor systems for critical and/or urgent messages. 

Essential Functions:  

The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned. 

Monitors the help desk emergency line and the help desk call tracking solution for new assistance requests: answers calls, chats and emails; determines nature of problems and troubleshoots issues; provides resolution routine issues or dispatches calls to appropriate tier II support personnel; and documents all reported issues in the call tracking system.  

Monitors system messages reports critical and/or urgent items to the appropriate support level. 

Assists System Administrator with hardware tracking and maintenance activities: documents hardware components; replaces defective hardware; installs software; and coordinates shipment of defective hardware for repair or replacement as directed. 

Installs special desktop/laptop configurations and image deployments as assigned. 

Processes a variety of documentation associated with department/division operations, within designated timeframes and per established procedures. 

Operates a personal computer to enter, retrieve, review or modify data, utilizing word processing, spreadsheet, database, Internet, e-mail, or other software; and operates general office or other equipment as necessary to complete essential functions. 

Communicates with supervisor, other CCWA employees, and other individuals as needed to coordinate work activities, review status of work, exchange information, or resolve problems. 

Additional Functions: 

Performs other related duties as required. 

Minimum Qualifications: 

High school diploma or GED required. Must have one year experience with technical knowledge of advanced PC diagnostics and strong familiarity with Microsoft Windows Platform. 

Specific License or Certification Required: Must possess and maintain a valid Georgia Driver’s license. A+ certification is preferred. 

Specific Knowledge, Skills, or Abilities: Must be able to demonstrate proficiency in performance of the essential functions and learn, comprehend, and apply all CCWA or departmental policies, practices, and procedures necessary to function effectively in the position. 

Performance Aptitudes: 

Data Utilization: Requires the ability to review, classify, categorize, prioritize, and/or analyze data.  Includes exercising discretion in determining data classification, and in referencing such analysis to established standards for the purpose of recognizing actual or probable interactive effects and relationships. 

Human Interaction: Requires the ability to provide guidance, assistance, and/or interpretation to others regarding the application of procedures and standards to specific situations. 

Equipment, Machinery, Tools, and Materials Utilization: Requires the ability to operate, maneuver and/or control the actions of equipment, machinery, tools, and/or materials used in performing essential functions. 

Verbal Aptitude: Requires the ability to utilize a wide variety of reference, descriptive, and/or advisory data and information. 

Mathematical Aptitude: Requires the ability to perform addition, subtraction, multiplication, and division; the ability to calculate decimals and percentages; the ability to utilize principles of fractions; and the ability to interpret graphs. 

Functional Reasoning: Requires the ability to apply principles of rational systems; to interpret instructions furnished in written, oral, diagrammatic, or schedule form; and to exercise independent judgment to adopt or modify methods and standards to meet variations in assigned objectives. 

Situational Reasoning: Requires the ability to exercise judgment, decisiveness and creativity in situations involving the evaluation of information against sensory, judgmental, or subjective criteria, as opposed to that which is clearly measurable or verifiable. 

ADA Compliance:  

Physical Ability: Tasks require the ability to exert very moderate physical effort in light work, typically involving some combination of stooping, kneeling, crouching and crawling, and which may involve some lifting, carrying, pushing and/or pulling of objects and materials of moderate weight (12-20 pounds). 

 

Sensory Requirements: Some tasks require the ability to perceive and discriminate colors or shades of colors, sounds, and visual cues or signals.  Some tasks require the ability to communicate orally. 

Environmental Factors: Essential functions are regularly performed without exposure to adverse environmental conditions. 

At CCWA, it is our policy to provide equal employment opportunities to all employees, including temporary employees, and applicants for employment based on qualifications, abilities, and merit. Therefore, CCWA prohibits discrimination against employees, applicants or any other legally covered persons because of race, color, religion, national origin, age, sex (including pregnancy, sexual orientation and gender identity or expression), citizenship, genetic information, disability status, past, current, or prospective membership in the uniformed services or any other characteristic protected under applicable federal, state, or local law. This policy applies to all terms and conditions of employment, including, but not limited to job advertisements, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits, and training.