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TITLE: HELP DESK SUPPORT TECHNICIAN

SUPERVISOR: Executive Director

PURPOSE: The Help Desk Support Technician handles calls from users in libraries, and works with colleagues to operate and maintain computer systems and web sites.
 

QUALIFICATIONS:

• High school degree or equivalent and at least 2 years experience in customer service and using computers.
• Webmaster skills for development and support of web-based applications.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Resolve first-level computer and telecommunications problem reports
• Conduct routine computer operations
• Maintain Marmot and library web sites hosted by Marmot
• Maintain backup tapes
• Handle after-hours and weekend calls, responding to phone calls, in rotation with other staff
• Retrieve USPS mail, open and log receivables

SKILLS, KNOWLEDGE, AND ABILITIES REQUIRED:

• Basic understanding of computers, networks, telecommunications, operating systems, Windows, and related technology
• Web skills: HTML, XML, CSS, ASP
• Demonstrable talent in graphic design
• Ability to analyze and solve problems
• Ability to discern technical details from non-technical users and explain technical information in non-technical terms to users
• Good communication skills
• Ability to work cooperatively with users, staff, and vendors
• Ability to multi-task with attention to detail
• Maintain confidentiality of library and internal records
• Ability to conduct emergency procedures when necessary

WORKING CONDITIONS:

• Occasional travel to library sites in Western Colorado in all but the most severe weather conditions
• Lift and carry up to 50 pounds a minimum of 50 feet
• Push and pull up to 90 pounds up to 100 feet
• Stoop, kneel, crawl, and reach to install and maintain equipment
• Sit for extended periods while working at a computer
• See equipment and read manuals
• Speak and hear to communicate with staff, users, and suppliers

September 27, 2002; Revised November 5, 2009