Help Desk Engineer Jobs

JOB DESCRIPTION

HELP DESK ENGINEER
INFORMATION TECHNOLOGY

Human Resources Department
700 Town Center Drive, Suite 200

Newport News, VA 23606
NEWPORT NEWS, VA Phone: (757) 926-1800

CITY OF OPPORTUNITY Fax: (757) 926-1825

GENERAL STATEMENT OF RESPONSIBILITIES

Under limited supervision this position is responsible for performing difficult technical work in the
support of desktop computers and related devices. Reports to the Help Desk Engineer Supervisor.

ESSENTIAL JOB FUNCTIONS

Provides technical support for computer desktops, laptops, printers, plotters, mobile devices, and
disc storage units for hardware, software and connectivity issues; researches, troubleshoots and
resolves problems; performs virus detection analysis; ensures appropriate security measures are in
place for individuals and departments; assists with installing software updates and maintains patch
management. Installs new hardware and software as necessary. Maintains help desk ticket
documentation and prepares status reports as necessary.

Assists in the installation, configuration, upgrade, and repair of the citywide local and wide area
network systems.

Evaluates and recommends acquisition of additional, replacement and upgraded personal computer
systems to meet the City’s information technology needs; interfaces with communications and
computer hardware vendors regarding the acquisition or discontinuance of equipment and
maintenance support; maintains a supply of commonly replaced parts such as cables, fusers, power
supplies, rollers, keyboards, CDROMs, and hard drives; schedules additions/deletions to the
information technology environment in a manner which results in minimal disruption of customer
services.

Monitors on-going operation of the remote communications networks; identifies existing and
potential problem areas; initiates corrective action, and recommends reallocation of resources when
work load conditions are not balanced.

Performs other duties as assigned.

PERFORMANCE STANDARD

Employees at all levels are expected to effectively work together to meet the needs of the community
and the organization through work behaviors demonstrating the City’s Values. Employees are also
expected to lead by example and demonstrate the highest level of ethics.

REQUIRED KNOWLEDGE 

Information Technology – Thorough knowledge of Novell or windows server networking

technologies, Windows O/S (2000-Windows 7), PCs, laptops, printers (laser/inkjet/barcode), and
cabling systems. Thorough knowledge of Microsoft Office Suite, Adobe Acrobat Professional and
related software. Knowledge of internet remote access technology.

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Customer Service — Considerable knowledge of principles and processes for providing customer
service. This includes setting and meeting quality standards for services, and evaluation of
customer satisfaction.

REQUIRED SKILLS


Interpersonal Relationships – Develops and maintains cooperative and professional relationships
with employees and all levels of management to include representatives from other departments
and organizations. 

Time Management - Plans and organizes daily work routine. Estimates expected time of
completion of elements of work and establishes a personal schedule accordingly. Implements
work activities in accordance with priorities and estimated schedules.

REQUIRED ABILITIES


Analytical– Ability to research, identify and resolve critical problems of information systems to
include troubleshooting for hardware and software problems. 

Communication – Ability to communicate ideas effectively, to include the preparation of reports
and logs. Ability to listen and understand information and ideas being presented verbally and in
writing. Ability to handle a variety of customer service issues with tact and diplomacy and in a
confidential manner.

EDUCATION AND EXPERIENCE

Requires an Associate’s Degree in Information Technology or a closely related field and 5 years of
experience in personal computer support, or an equivalent combination of education and experience.

ADDITIONAL REQUIREMENTS

Requires an acceptable general background check to include a local and state criminal history check
and a valid driver’s license with an acceptable driving record.

PHYSICAL REQUIREMENTS 

Requires the ability to exert light physical effort in sedentary to light work. 
Some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5-10

pounds). 
Tasks may involve extended periods of time at keyboard or work station.

SENSORY REQUIREMENTS 

Some tasks require the ability to perceive and discriminate sounds and visual cues or signals. 
Some tasks require the ability to communicate orally.

ENVIRONMENTAL EXPOSURES

Essential functions are regularly performed without exposure to adverse environmental conditions.

Page 2 of 2 Revised: 08/01/2015