2017 SCALEJob Descriptions

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Job Description Help Desk Support

Short Description:

Provide helpdesk support for IT hardware, software, network, and operating system problems by answering calls from users and performing troubleshooting over the phone. Perform password resets. Test and install hardware/software. Identify threats to information security. Collect and process forms for remote access, new users, and application users.

Duties/Responsibilities:

  • Oversee the daily performance of computer systems.
  • Answer user inquiries regarding computer software or hardware operation to resolve problems.
  • Enter commands and observe system functioning to verify correct operations and detect errors.
  • Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
  • Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
  • Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
  • Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
  • Refer major hardware or software problems or defective products to vendors or technicians for service.
  • Develop training materials and procedures, or train users in the proper use of hardware or software.
  • Confer with staff, users, and management to establish requirements for new systems or modifications.

Skills/Requirements/Qualifications

  • Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Speaking — Talking to others to convey information effectively.
  • Reading Comprehension — Understanding written sentences and paragraphs in work related documents.
  • Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Writing — Communicating effectively in writing as appropriate for the needs of the audience.
  • Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
  • Time Management — Managing one's own time and the time of others.
  • Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.
  • Instructing — Teaching others how to do something.
  • Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.

Job Zones

  • Title: Job Zone Three: Medium Preparation Needed
  • Education: Most occupations in this zone require training in vocational schools, related on-the-job experience, or an associate's degree.
  • Related Experience: Previous work-related skill, knowledge, or experience is required for these occupations. For example, an electrician must have completed three or four years of apprenticeship or several years of vocational training, and often must have passed a licensing exam, in order to perform the job.
  • Job Training: Employees in these occupations usually need one or two years of training involving both on-the-job experience and informal training with experienced workers. A recognized apprenticeship program may be associated with these occupations.
  • Job Zone Examples: These occupations usually involve using communication and organizational skills to coordinate, supervise, manage, or train others to accomplish goals. Examples include food service managers, electricians, agricultural technicians, legal secretaries, interviewers, and insurance sales agents.
  • Specific Vocational Preparation in years: (6.0 to < 7.0)

Job Category

IT and Engineering

Salary National Average

LowMediumHigh
$38429.96$47127.19$61076.10

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