6694 - Desktop Support Technician

Employee will be required to perform a wide range of advanced system support duties in either a service desk or an applications/desktop/field environment, in order to provide effective support for enterprise, client/server, desktop computer systems, network systems and businessapplications and/or provides effective specialized information technology support related todepartment specific applications Working under general supervision, employee to perform a broad range of both routine and complex assignments in support of systems, including user support; system,software/application and legacy troubleshooting; problem resolution and/or review of business processes and communication of user requirements/problems. Knowledge of: Operations, services, concepts, terms and activities common to a comprehensive, state-of- the-art information technology programBasic operational characteristics of local and wide area network systemsAutomated systems/software utilized in area of assignment, including work processes, methods of data entry/retrieval, and system navigationModern office procedures, methods, equipment and software such as word processing, electronic mail, and spreadsheet softwarePrinciples and practices of troubleshooting computer system hardware and software problemsProcess and workflow analysisTools and test equipment used in the installation, maintenance and repair of information systemsBasic principles and practices of technical network administrationPrinciples and practices of customer servicePrinciples and techniques of training and training evaluationMethods and techniques of developing and presenting technical documentation and training materialsPrinciplas and practices of records and data management Ability To:Operate, maintain and perform repairs on information technology equipment and softwarePerform duties related to troubleshooting, configuring, performing diagnostic and assignment specific desktop and network hardware and software issues and respond appropriately to customer service requestsAssess and resolve system use and application problems, prioritize and escalate unresolved issues to appropriate staff, and follow issues through to resolution Communicate technical information to a wide variety of usersPlan, organize, prioritize and process work to ensure that deadlines are met; organize and manage multiple assignments and prioritiesPrepare and present training materials related to specialized hardware and/or softwarePrepare and maintain documentation for procedures, processes, and tables related to area of assignmentIndependently evaluate work methods, procedures, and operational needs; identify and recommend appropriate solutionsLearn and utilize specialized terminology applicable to specific assignmentsRead, comprehend and retain technical information on computer products and systemsCommunicate effectively, both verbally and in writingEstablish and maintain effective working relationships with those encountered during the course of the work