Help Desk Technician III

Morrow, GA

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; supplemented by three years of experience utilizing CCWA technology and computer systems; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.

Specific License or Certification Required: Must possess and maintain A+ certification.

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.

 

PAYGRADE:                                           15H (starts at $19.987/hour)                                        

DEADLINE:                                            Friday, January 22, 2021

 

 

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