IT Help Desk

POSITION SUMMARY

The IT Help Desk supports the mission, goals and values of Nevada Donor Network, Inc. (NDN) by providing technical assistance to computer users, answering questions and resolving computer problems for clients in person via telephone or electronically. The IT Help Desk may provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

ESSENTIAL FUNCTIONS

• Oversees the daily performance of computer systems.
• Answers user inquiries regarding computer software or hardware operation to resolve problems.
• Enters commands and observes system functioning to verify correct operations and detect errors.
• Sets up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Installs and performs minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Maintains records of daily data communication transactions, problems and remedial actions taken, or installation activities.
• Reads technical manuals, confers with users, or conducts computer diagnostics to investigate and resolve problems or provide technical assistance and support.
• Refers major hardware or software problems or defective products to vendors or technicians for service.
• Develops training materials and procedures and trains users in the proper use of hardware or software.
• Confers with staff, users, and management to establish requirements for new systems or modifications.
• Prepares evaluations of software or hardware, and recommends improvements or upgrades.
• Reads trade magazines and technical manuals; attends conferences and seminars to maintain knowledge of hardware and software.
• Inspects equipment and reads order sheets to prepare for delivery to users.
• Modifies and customizes commercial programs for internal needs.
• Conducts office automation feasibility studies, including workflow analysis, space design, or cost comparison analysis.
• Performs routine network maintenance and software updates.
• Troubleshoots problems with the NDN network.
• Ensures copiers & FAX machines are working properly.
• Updates phone system for employee changes.
• Follows Standard Operating Procedures as set by the company, regulatory agencies.
• Maintains phone system software.
• Other duties as assigned.

• Applied Learning - Ability to participate in needed learning activities in a way that makes the most of the learning experience.
• 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.
• Conflict Resolution - Ability to deal with others in an antagonistic situation.
• Decision Making - Ability to make critical decisions while following company procedures.
• 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.
• Safety Awareness - Ability to identify and correct conditions that affect employee safety.
• Technical Aptitude - Ability to comprehend complex technical topics and specialized information.

Competency Statement(s) - Company Specific

• Understand and commit to the following:
  • Organizational Core Purpose: Hope, Strength and Life.
  • Core Values: Passion, Spirit and Respect.
  • Strategic Anchors: Quality, Fun Culture and Ambitious

• Team Builder - Ability to convince a group of people to work toward a goal.
• Communication, Oral - Ability to communicate effectively with others using the spoken word.
• Communication, Written - Ability to communicate in writing clearly and concisely.
• Accountability - Ability to accept responsibility and account for his/her actions.
• Judgment - The ability to formulate a sound decision using the available information.
• Adaptability - Ability to adapt to change in the workplace.
• Diversity Oriented - Ability to work effectively with people regardless of their age, gender, race, ethnicity, religion, or job type.
• Compliance – Ability of the individual to be in accordance with established guidelines, policy, standards or legislation.

Other Requirements: None