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The Florida Bar
www.floridabar.org

Position Description

POSITION TITLE:
Computer Technician-- Help Desk
Reports to:
IT Training Manager
Supervises The Following Positions:
N/A
Summary Function:
Responsible for the setup, training, support and maintenance of all Bar computer and computer related equipment including: AS/400 System, WAN, LAN's, PC's, printers, scanners, and associated computer software. Operates the IT Help Desk: answers calls/emails from Bar Staff, Members and Public concerning technology issues.
% Of Time
Essential Duties and Responsibilities
60
Responsible for the operation of the IS help desk. Duties include interacting with staff to troubleshoot and resolve problems with hardware or software.
20
Works with LAN administrator to maintain and support all Bar network equipment.
10
Responsible for supporting the Network Administrator and the Network Systems Analyst in planning and rolling out new equipment and applications.
5
Responsible for assistance and instruction to users of all levels within the Bar organization in the implementation and operation of software and hardware, including files, records, reports, screens, and data flows.
5
Responsible to acquire a high level of technical competence, supplemented by continuing education as required to understand new technology and techniques to resolve Bar needs.
KNOWLEDGE, SKILLS, AND ABILITIES NEEDED TO PERFORM SATISFACTORILY:
Knowledge of:
-- Basic LAN/WAN networking
-- PC hardware troubleshooting

Skilled in:
-- PC Troubleshooting and repair
-- Printer Troubleshooting and repair
-- Windows Operating System
-- Microsoft Office
-- Email
-- Web Browsing

Ability to:
-- Communicate effectively and professionally, both verbally and in writing with staff and the public
-- Accurately track and document help desk calls
-- Track and report time
-- Interpret policies and procedures
-- Work in a team environment

MINIMUM EDUCATION AND WORK EXPERIENCE NEEDED FOR POSITION:
REQUIRED MINIMUM EDUCATION:
-- High School Diploma (or its equivalency)


REQUIRED MINIMUM PROFESSIONAL WORK EXPERIENCE:
-- One (1) or more years of experience with one or more of the following: Windows; Familiarity with: various Windows applications and Windows utilities.
-- Previous customer service experience

ADDITIONAL INFORMATION:
-- Desktop Service Technician Certification (DSTC) preferred
-- Work Schedule – Part Time Hours
-- Travel – Minimal travel requirements. Potential travel times include: Training, Conferences and Software Implementation
-- Ability to sit for long periods of time, hear and converse over the telephone, and key/work frequently on a computer.
-- Ability to lift 5 to 10 lbs.

[Revised: 04-08-2013]