Help Desk Specialist

Government of the Virgin Islands

1d • Onsite

About The Position

This is a standard position description whose function is to provide assistance to a specialized assistance program for users in solving personal computer problems. Work involves recording and researching problems, conducting follow-up-actions and providing training. An employee in this class works under the immediate supervision of a higher level officer. Some degree of independence is expected, especially in the areas of tracking problems and researching to resolve routine user problems related to computer operations.

Requirements

• Knowledge of local and federal laws, rules, regulations and policies regarding financial assistance programs.
• Knowledge of the operation and care of the digital computer and its peripheral equipment.
• In depth knowledge of computer software and technical methods.
• Ability to log information and to keep up-to-date records of progress.
• Ability to establish and maintain effective working relationships with co-workers, service providers and the general public.
• Ability to express oneself clearly and concisely, orally and in writing.
• The incumbent is responsible for problem resolution of all computer related, user problems, tracking irregularities and software problems.
• Identify and report to supervisor all serious or potentially serious occurrences that may affect the integrity of the system, the accuracy of the data input or output of the system.

Nice To Haves

• A BS or BA Degree in Computer Science, Data Processing, or Information System; OR An Associate Degree in Computer Science, Data Processing, or Information System or any closely related field and two (2) years computer related experience; OR An equivalent combination of education and experience not to go below a High School Diploma and not less than five (5) years practical experience, two of which must be in computer related work.

Responsibilities

• Receives calls from users requesting solutions or service to personal computer problems.
• Records all problems reported or discovered.
• Researches and resolves routine user problems related to computer and communication, equipment and software.
• Conducts and coordinates user support for personal computer software/hardware and on-line systems through telephone communication and on site assistance.
• Assists information services staff in development and establishment of problem prevention programs such as user training.
• Maintains current computer software reference materials such as user manuals, training guides and technical support materials.
• Performs data entry and output verifications.
• Provides monthly reports, based on Help Desk System and other information.
• Performs other related work as required.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree