Help Desk Specialist

This position is responsible for performing specialized duties in the provision of information technology help desk support, and supports the IT Administrator with ensuring continuous operation of the facilities servers, computers, terminals, peripherals, and telecommunication devices.

 

 

 

The supervisor makes assignments by defining objectives, priorities, and deadlines and assists the employee with unusual situations that do not have clear precedents. The employee plans and carries out the successive steps and handles problems and deviations in the work assignments in accordance with instructions, policies, previous training, scope of license/certification, or accepted practices in the occupation. Completed work is usually evaluated for technical soundness, appropriateness, and conformity to policy and requirements. The methods used in arriving at the end results are not usually reviewed in detail.

 

Guidelines are available but are not completely applicable to the work or have gaps in specificity. The employee must use judgment in interpreting and adapting guidelines, such as agency policies, regulations, precedents, accreditation requirements, advanced clinical protocols, and work directions for application to specific cases or problems. The employee analyzes results and recommends changes.

 

Guidelines include GPTCHB, OHC and department policies and procedures, software and other operation manuals.  

 

The work includes some variations, and may involve different and unrelated processes and methods. The decision regarding what needs to be done depends upon the analysis of the subject, phase, or issues involved in each assignment, and the chosen course of action may have to be selected from many alternatives. The work involves treating a variety of conventional problems, questions, or situations in conformance with established criteria. The work product or service affects the design or operation of systems, programs, or equipment; the adequacy of such; the social, physical, and economic well-being of people; or the social or economic well-being of the organization.

 

The personal contacts are with employees in the organization but outside the immediate department. People contacted generally are engaged in different functions, missions, and kinds of work, and may be representatives from various levels and departments within the organization, partner organizations, Tribal affiliate organizations, and employees of other healthcare organizations. Personal contact, at this level, may also made with members of the general public, as individuals or groups, in a moderately structured setting. The purpose is to plan, coordinate, or advise on work efforts, or to resolve operating problems by influencing or motivating individuals or groups who are working toward mutual goals and who have basically cooperative attitudes.

 

Contacts are typically with GPTCHB employees. 

 

The work is sedentary. Typically, the employee sits comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items, such as papers, books, or small parts; or driving an automobile. The employee must be able to read, write, speak and hear. The environment involves everyday risks or discomforts that require normal safety precautions typical of such places as offices, meeting and training rooms, requiring use of safe work practices with office equipment, avoidance of trips and falls, observance of fire regulations and traffic signals. The work area is adequately lighted, heated, and ventilated.

 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

This position has no formally assigned supervisory responsibility or authority. The employee is responsible only for the performance of their own assigned work. They may be asked to train new employees in the fundamentals of the jobs or to participate in cross‑training of other employees in the department, but such assignments do not include the on‑going authority to assign and review work of other employees or to recommend or take corrective action with regard to other employees' performance.

 

 

Employment is contingent upon the outcome of all required criminal background checks and pre-employment drug screen.