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Job Description <br /> <br />Job Title: Help Desk Operator <br />Department: Cabarms County Info:-c:~ation Technology Services Department <br />Approved By/Date: <br /> <br />Summary: Investigates and resolves software, telecommunications and hardware problems <br />of computer users by performing the following duties. <br /> <br />Essential Duties and Responsibilities include the following. Other duties may be <br />assigned. <br /> <br /> · Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person <br /> requests for assistance from users experiencing problems with hardware, software, <br /> networking, and other computer-related technologies. <br /> <br /> · Interviews user W collect information about problem and leads user through diagnostic <br /> procedures to determine source of error. <br /> <br /> · Determines whether problem is caused by hardware such as modem, printer, cables, or <br /> telephone. <br /> <br /> · Handles problem recognition, research, isolation, resolution and follow-up for routine <br /> user problems, referring more complex problems to supervisor or technical staff. <br /> <br /> · Logs and tracks calls using problem management database, and maintains history records <br /> and related problem documentation. <br /> <br /> · Prepares standard statistical reports, such as help desk incident reports. <br /> <br /> · Analyzes and evaluates incident reports and makes recommendations to reduce help line <br /> incident rate. <br /> <br /> · Consults with programmers to explain software errors or to recommend changes to <br /> programs. <br /> <br /> · Calls software and hardware vendors to request service regarding defective products. <br /> <br /> · Tests software and hardware to evaluate ease of use and whether product will aid user in <br /> performing work. <br /> <br /> · Writes software and hardware evaluation and recommendation for management review. <br /> <br /> · Writes or revises user training manuals and procedures. <br /> <br /> · Develops training materials such as exercises and visual displays. <br /> <br /> · Trains users on software and hardware on-site or in classroom, or recommends outside <br /> <br /> <br />