] Office of Human Resources - Montgomery County Public Schools

OFFICE OF HUMAN RESOURCES AND DEVELOPMENT → CLASSIFICATION → TECHNICAL HELP DESK SPECIALIST II

Sorted by job title: A - C | D - H | I - Q | R - Z

Technical Help Desk Specialist II

MONTGOMERY COUNTY PUBLIC SCHOOLS CLASS DESCRIPTION
OFFICIAL TITLE: Tech Help Desk Spec II CODE: 5460 SQ/OQ: Optimal Qualified
WORKING TITLE: Technical Help Desk Specialist II GRADE: 22 MONTHS: 12
SUMMARY DESCRIPTION OF CLASSIFICATION: Under direction, serves as team leader and second level support to Help Desk Specialist I in technical support, guidance, training and problem resolution on complex software, hardware, LAN and WAN problems. Works and coordinates with other OGAT units/customers/vendors to provide solutions to problems. Assists clients by analyzing and addressing root problems. Assesses documents and communicates problem tracking information. Performs help desk analysis to assess help desk performance and informs clients of new technology and application modifications within MCPS.
MINIMUM QUALIFICATION STANDARDS
KNOWLEDGE, SKILLS, AND ABILITIES: Thorough knowledge of personal computers, software and operating systems. Thorough knowledge of network operating systems such as Appleshare and Novell. Demonstrated extensive knowledge of WAN/LAN networking systems. Thorough knowledge of Internet and worldwide web navigation. Knowledge of current technologies and ability to learn and apply new technological solutions as they become available. Extensive knowledge of operating systems such as MS Windows, Windows 95 and MacOS. Proficient with personal computers and/or Macintoshes and peripheral equipment such as modems, printers, ethernet technology. Strong knowledge and proficiency with various software packages such as MS Office, MS Works, First Class, and Norton Utilities. General knowledge of MCPS applications such as SIMS, Research and Learning Hubs, attendance, and central server applications. Knowledge of Crystal Reports a plus. Demonstrated ability to lead a team via motivational techniques, adaptation to change, and open communication. Strong organizational and time management skills required. Demonstrated excellent telephone client skills and must possess a pleasant voice. Relates well to clients and understands their needs. Possesses the skill for improving relations with difficult clients and fulfills their demands effectively. Excellent analytical and technical skills. Skilled in troubleshooting software and hardware problems in a multi-platform environment. Demonstrated good written communication skills, including documentation, newsletters, and correspondence. Excellent human relations skills. Knowledge of and the ability to meet the seven core competencies of the Supporting Services Professional Growth System (SSPGS).
EDUCATION, TRAINING, AND EXPERIENCE: Bachelors degree required. College major in computer science or related fields required. Internet experience required. Three plus years customer support experience required. Other combinations of applicable education, training, and experience which provide the knowledge, abilities, and skills necessary to perform effectively in the position may be considered.
CERTIFICATE AND LICENSE REQUIREMENTS: Preference for Novell Administrators network certificate/Appleshare certificate.
PHYSICAL DEMANDS: (Special requirements such as lifting heavy objects and frequent climbing.) Position is required to operate computer work stations using a pointing device and use telephone forsustained periods and the ability to cope with stress.
SPECIAL REQUIREMENTS: (Frequent overtime or night work required, etc.) Ability to work overtime as required and to respond to emergency needs.
OVERTIME ELIGIBLE: No

EXAMPLES OF DUTIES AND RESPONSIBILITIES:

1. Serves as leader and mentor to technical help desk specialist I's by training and assisting them in problem solving.

2. Assumes supervisory responsibilities such as evaluations, monitoring phone calls, overseeing projects, facilitating team needs.

3. Ensures that problems are completed and communicated to the customer within a timely manner.

4. Responds to incoming complex requests on daily questions and problems.

5. Attends meetings with other departments as needed.

6. Conducts customer and staff training.

7. Works with other units to set standards for systemwide operation of hardware and software.

8. Designs, programs , and analyzes help desk reports and statistics to evoke modifications to existing systems and to make recommendations to managers.

9. Manages multiple projects for self and team.

10. Maintains and supports automatic telephone system.

11. Works with vendors to resolve technology issues.

12. Responds to incoming requests on daily questions and problems; explains technical procedures in layman's terms; applies interpersonal tactics for anticipating and diffusing negative client response; refers questions outside of scope of help desk to appropriate areas of expertise; follows up on referrals to ensure client satisfaction and to update problem resolution tracking software.

13. Responsible for documenting and updating in the Help Desk problem resolutions tracking software, the specific problem and solution for each call and E-Mail taken.

14. Develops documentation supplements, newsletters or statistical analyses for audiences of varying levels of expertise.

15. Keeps current on technological changes that affect clients and informs client of changes.

16. Acts as supervisor as needed.

17. Performs related work as required.
Class Established: 7/95
Date(s) Revised: 05/98, 7/09
Last Reviewed:

This description may be changed at any time.