Job Description

Help Desk Technician

The Help Desk Technician will serve as the primary liaison between the IT department and the Barnes Foundation staff, volunteers and online students. The individual should have a mixture of technical and customer service skills. The individual should be passionate about technology and helping people. The individual will be responsible for managing calls on the help desk call queue and tickets in the help desk ticket system escalating system-wide issues to the appropriate individuals.

Job Qualifications

1 year experience in an end-user support-related role

Clearances

Criminal Background-National

Physical Activities to Perform Essential Functions

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

Moving:

• Approximately 80%+ of time is spent seated while working at a desk.
• Ability to occasionally transport up to 25 lbs. of files, equipment or supplies.
• Ability to move to access files, equipment or supplies.

Vision Requirements

• This position requires extended time on the computer.

Communication Requirements

• Clearly communicate in person, by phone, and by video conference.
• Communicate with others in conversational and written English.

Working Conditions

• Position operates in hybrid work setting comprised of the Barnes' Philadelphia campus and remote work setting indicated by the employee at their documented home address.
• Position requires extended time on the computer.

Job Responsibilities

• Have a strong working knowledge of computer systems, hardware and software.
• Provide technical assistance in the configuration, maintenance and troubleshooting of computer systems, hardware and software.
• Utilize tools for remote troubleshooting of computer systems, hardware and software.
• Train end users on troubleshooting and diagnosing common problems.
• Manage tickets for the help desk ticket system for staff. Track support activity with detail-oriented notes.
• Manage calls on the help desk call queue and tickets in the help desk ticket system for online students. Track support activity with detail-oriented notes.
• Embrace learning new technologies.
• Proficient in Office 365 Applications.
• Have excellent problem-solving and analytical skills.
• Have excellent communication and collaboration skills.
• Have excellent organization and time management skills.

Organization-Wide Competencies

1. Accountability:

a. Prepares for work assignments and meetings,

b. Conducts thorough fact-finding, decision-making and/or follow through,

c. Admits mistakes and errors and informs others when one is not able to meet a commitment.

2. Job Quality:

a. Dependably demonstrates job knowledge necessary for the position,

b. Produces timely, accurate, high quality work output,

c. Prioritizes work responsibilities effectively and produces work quantity expected for the role.

3. Service:

a. Identifies problems and collaborate with others to devise and create effective solutions.

b. Interacts and communicates with fellow employees in a manner that promotes a harmonious and cooperative working environment in accordance with our Core Values.

c. Facilitates open communication and keeps an open mind about new ideas.

4. Leadership:

a. Sets a good example for others,

b. Demonstrates ethical decision-making and communication,

c. Makes decisions. Uses a solution-oriented, collaborative approach.

5. Collaboration:

a. Seeks win-win outcomes in decision-making,

b. Shows a proactive, inclusive, helpful, and respectful attitude to colleagues, guests and others,

c. Takes initiative to contribute to diversity, equity, inclusion, and accessibility initiatives.

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