Job Directory Help Desk Technician

Help Desk Technician
Wheeling, IL

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Job Description


The hours for this position are Monday through Friday 8am-5pm

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.?

?Answer user inquiries regarding computer software or hardware operation to resolve problems. ?

?Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software. ?

?Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications. ?

?Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities. ?

?Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support. ?

?Refer major hardware or software problems or defective products to vendors or technicians for service. ?

?Develop training materials and procedures, or train users in the proper use of hardware or software. ?

?Confer with staff, users, and management to establish requirements for new systems or modifications. ?

?Prepare evaluations of software or hardware, and recommend improvements or upgrades. ?

?Read trade magazines and technical manuals, or attend conferences and seminars to maintain knowledge of hardware and software. ?

?Inspect equipment and read order sheets to prepare for delivery to users. ?

?Modify and customize commercial programs for internal needs. ?

?Conduct office automation feasibility studies, including workflow analysis, space design, or cost comparison analysis. ?

?Set up user accounts, regulating and monitoring file access to ensure confidentiality and proper use. ?

?Develop and write procedures for installation, use and troubleshooting of communications hardware and software. ?

?Load computer tapes and disks and install software and printer paper or forms. ?

?Monitors problems to ensure a timely resolution. ?

?Performs system backups and recovery. ?

?Builds, maintains and upgrades all hardware including laptops, PCs, servers and storage devices. ?

?Responsible for special projects as assigned by the Director of IT. ?


Competency Statement(s)

??Accountability - Ability to accept responsibility and account for his/her actions.?

??Analytical Skills - Ability to use thinking and reasoning to solve a problem.?

??Applied Learning - Ability to participate in needed learning activities in a way that makes the most of the learning experience.?

??Autonomy - Ability to work independently with minimal supervision.?

??Business Acumen - Ability to grasp and understand business concepts and issues.?

??Change Management - Ability to encourage others to seek opportunities for different and innovative approaches to addressing problems and opportunities.?

??Communication, Oral - Ability to communicate effectively with others using the spoken word.?

??Communication, Written - Ability to communicate in writing clearly and concisely.?

??Conflict Resolution - Ability to deal with others in an antagonistic situation.?

??Customer Oriented - Ability to take care of the customers? needs while following company procedures.?

??Decision Making - Ability to make critical decisions while following company procedures.?

??Deductive Reasoning - Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems.?

??Goal Oriented - Ability to focus on a goal and obtain a pre-determined result.?

??Innovative - Ability to look beyond the standard solutions.?

??Judgment - The ability to formulate a sound decision using the available information.?

??Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.?

??Project Management - Ability to organize and direct a project to completion.?

??Safety Awareness - Ability to identify and correct conditions that affect employee safety.?

??Self Confident - The trait of being comfortable in making decisions for oneself.?

??Technical Aptitude - Ability to comprehend complex technical topics and specialized information.?

??Time Management - Ability to utilize the available time to organize and complete work within given deadlines.?

??Working Under Pressure - Ability to complete assigned tasks under stressful situations.?


Education:?Associate's Degree required. Bachelor's Degree preferred.: Required

Experience:?6 plus months of experience

Computer Skills:?1+ year(s) of Windows Workstation, XP, 2003, Vista 1+ year(s) of hardware experience (PCs, Servers, Peripherals) General understanding of network concepts ?


N (Not Applicable)

Activity is not applicable to this position.

O (Occasionally)

Position requires this activity up to 33% of the time (0 - 2.5+ hrs/day)

F (Frequently)

Position requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day)

C (Constantly)

Position requires this activity more than 66% of the time (5.5+ hrs/day)

Physical Demands





Manually Manipulate?C

Reach Outward?O

Reach Above Shoulder?O



Squat or Kneel?O


10 lbs or less?O

11-20 lbs?O

21-50 lbs?O

51-100 lbs?O

Over 100 lbs?N


12 lbs or less?O

13-25 lbs?O

26-40 lbs?O

41-100 lbs?N

Other Physical Requirements

?Vision (Near, Distance, Color, Peripheral, Depth)


Office environment with occassional work in a server room where temperatures can be below 60F and white noise is persistent.?

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