Alameda-Contra Costa Transit District Classification Specification
Computer Help Desk Advisor Class Code
FLSA Status
411
Non-Exempt
EEO Category 6 – Administrative Support
Represented Status
Salary Grade
Effective Date
Resolution #
Pages
AFSCME
4
12/9/98
1075
1 of 1
DEFINITION: Under general supervision, responds to telephone and in-person requests for information on business software applications by troubleshooting and resolving software user issues, as well as, simple hardware and configuration problems; keeps a variety of records on inventory and work performed; tracks the status of work orders and service requests and follows up to ensure their timely completion; uses diplomacy and interpersonal skills to extract pertinent information from users; performs a variety of clerical tasks, and, performs other related duties as required. DISTINGUISHING CHARACTERISTICS: Incumbents in this classification receive and respond to telephone and in-person requests for guidance from in-house users of business software. Considerable time is spent troubleshooting and resolving a variety of computer user problems requiring demonstrated expertise in the use of specific business software programs, a general knowledge of common problems applicable to stand alone computers, networked computers, and peripheral equipment and which require a high degree of personal tact and patience. In addition, incumbents maintain and track a variety of work orders and related office records, keep inventory, and perform related clerical tasks requiring a high degree of accuracy and organization. EXAMPLES OF DUTIES/ FUNCTIONS: Duties/functions may include, but not be limited to, the following: • Respond to telephone requests for guidance in the use of business software, personal computers, hardware, and peripheral equipment. • Troubleshoots and resolves a variety of software, as well as, common hardware and peripheral equipment problems. • Routes unresolved software and computer use problems to appropriate staff. • Travels to various office locations to provide on-site assistance. • Provides staff training in the use of standard business software. • Keeps informed of updated versions of standard business software and learns to use new software programs. • Keeps logs and records of requests for help desk assistance. • Tracks and monitors the status of work orders to ensure timely completion. • Receives and logs in deliveries, checks delivery for accuracy and completeness, and maintains inventory records. MINIMUM QUALIFICATIONS: Knowledge Of: Standard business word-processing and spreadsheet software at an advanced level; basic use and configuration of stand alone and networked computers; appropriate interpersonal and instructional techniques for conveying information by telephone and in-person; basic business mathematics; office practices and procedures. Ability To: Provide technical expertise on the use of business software applications and diagnosis and troubleshoot basic computer software and hardware problems; keep up-to-date on the latest changes in business software applications; learn new business software programs, as required; maintain a strong customer service orientation while conveying technical information in a calm, clear and concise manner. Education/Training: Equivalent to completion of the twelfth grade. Completion of coursework or specialized training in the use of business computer software and/or hardware is highly desirable. Experience: Three years of clerical or office support experience that included the use of standard business software applications at an advanced level. License/Certification: None
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