Short Description:
The Service Desk Analyzes and troubleshoots computer support problems and applies his or her understanding of computer software and hardware products and services to resolve user problems.
Complete Description:
The Service Desk Analyzes and troubleshoots computer support problems and applies his or her understanding of computer software and hardware products and services to resolve user problems.
Years of Relevant Experience:
More than 3 years; A+ certification preferred; additional certification may be required based on specific technologies.
Preferred Education:
4 year college degree or equivalent technical study; may accept equivalent education and experience combined.
Role Description:
All roles specified in SD2 plus the following:
•Test software and hardware to evaluate ease of use and whether product will aid user in performing work.
•Write or revise training manuals and procedures.
•Develop training materials, such as exercises and visual displays.
•Train users on software and hardware on-site or in classroom, or recommend outside contractors to provide training.
•Write software and hardware evaluation and recommendation for management review.
•Implement shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
Skills:
Skill
Required / Desired
Amount
of Experience
Skill in operation of software based & manual test equipment (e.g. diagnostic computer systems, telephone console, protocol analyzer)
Required
3
Years
Skill in troubleshooting T1 issues and associated test equipment used in the troubleshooting process (telephone communications network systems)
Required
3
Years
Troubleshoot & diagnose remote PC's such as laptops & desktops.
Required
3
Years
Define problems, collect data, establish facts & draw valid conclusions, communicate regarding technical & non-technial matters.
Required
3
Years
Reading comprehension, speaking, service orientation, carry out instructions in written, oral or picture form, understand manuals & verbal instruction
Required
6
Years
Basic network operations, helpdesk, and/or 1st tier troubleshooting environment experience/training
Required
2
Years
Pass full background check as required by State of Ohio Computer Center
Required
2
Weeks