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Supervises and coordinates activities of help desk technicians/representatives engaged in assisting computer users with hardware and software questions and problems, fielding telephone calls and e-mail messages from customers seeking guidance on technical problems, diagnosing nature of problems, and assisting customers through problem solving steps. Responsible for diagnosing, troubleshooting, and resolving information systems problems to minimize down time of applications and personnel. Typically requires a four-year college degree in field of specialty; however, some organizations may accept equivalent education and experience combined. Is required to be adept in activities of employees supervised so as to recognize, identify, diagnose, and isolate problems with computer hardware and software. This position typically reports to a manager and is the first level of supervision in the organization.: Coordinates problems with appropriate technical, professional, and service personnel, along with users who reported the problem. Activities supervised include, but are not limited to, receiving telephone calls from users having problems using computer software and hardware or inquiring how to use specific software; talking to user to learn procedures followed and source of error; answering questions, applying knowledge of computer software, hardware, and procedures; determining cause of problem; and talking with co-workers to research problem and find solution. Talks to programmers to explain software errors or to recommend changes to programs. Calls software and hardware vendors to request service regarding defective products. Reads trade magazines and attends computer trade shows to obtain current information about computers. May test software and hardware to evaluate ease of use and whether product will aid user in performing work. May write software and hardware evaluation and recommendation for management review. May write or revise user-training manuals and procedures. May develop training materials, such as exercises and visual displays. May train users on software and hardware on-site or in classroom, or recommend outside contractors to provide training. May install microcomputers, software, and peripheral equipment, following procedures and using hand tools. May work as in-house consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied. May conduct office automation feasibility studies, including work flow analysis, space design, and cost comparison analysis. May recruit, hire, train staff, evaluate employee performance, and recommend or initiate promotions, transfers, and disciplinary action.

Test Desk Supervisor

Supervises and coordinates activities of trouble locators, test desk engaged in locating and clearing trouble on telephone line circuits. Performs duties as described under supervisor.

Help Desk Manager

Help Desk Representative

Analyzes and troubleshoots computer support problems and applies understanding of computer software and hardware products and services to resolve problems of users. Receives telephone calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems. Ascertains from computer user the nature of problem, determines whether problem is caused by hardware such as modem, printer, cables, or telephone, formulates diagnosis, and assists users through problem solving steps. Organizations usually prefer two years of postsecondary training in field of specialty; however, some companies may accept equivalent education and experience combined.: Talks with co-workers to research problem and find solution. Tests software and hardware to evaluate ease of use and whether product will aid user in performing work. Writes software and hardware evaluation and recommendation for management review. Writes or revises user-training manuals and procedures. Develops training materials, such as exercises and visual displays. Trains users on software and hardware on-site or in classroom, or recommends outside contractors to provide training.

Desk Captain

Supervises and coordinates activities of personnel assigned to police precinct station: assumes responsibility for safekeeping of money and valuables taken from prisoners, lost or stolen articles, and property held as evidence. Supervises work of police officer ii or police officer i who search suspects. Supervises telephone operator engaged in sending and receiving police communication by telephone and radio systems. Receives notification and informs commanding officer of calls and orders received over police communication systems. Records information, such as name of arresting officer and prisoner's name, address, and charge, to complete precinct activity reports for commanding officer. Commands subordinate officers and subordinate personnel on assigned duty and assumes responsibility for efficiency and discipline of workers under command. Assumes command of station house in absence of commanding officer. May make inspection tour of police beats in precinct area traffic lieutenant. May supervise and coordinate activities of police clerical staff secretary of police. May be designated according to rank as desk captain; desk lieutenant; desk sergeant.

Desk Lieutenant

Help Desk Coordinator

Trouble Locator Test Desk

Locates malfunctions in telephone or telegraph lines, using switchboard composed of electrical testing instruments, and coordinates maintenance crew's work to remove malfunction: tests lines to find cause and location of malfunction, using switchboard equipped with audible and visual alarms and electrical testing devices, such as voltmeter and resistance meter. Reports nature of trouble to inside and outside maintenance crews and directs and coordinates trouble-clearing activities. May dispatch maintenance crews to malfunctioning area. May contact subscribers to investigate reported trouble.

Temporary Help Referral Clerk

Compiles and records information about temporary job openings and refers qualified applicants from register of temporary help agency. Responds to hospital, business, or other type of organization requesting temporary workers and obtains and records job requirements. May give employment applications to applicants, schedule interviews with agency registration interviewers, or administer skill tests. Performs other clerical duties.: Reviews records to locate registered workers who match job requirements and are available for scheduled shift. Notifies selected workers of job availability and records referral information on agency records. Sorts mail, files records, and performs other clerical duties. May refer workers in specific occupations, such as nursing.

Front Desk Receptionist

Greets and receives visitors at establishment, determines nature of business, and directs visitors to destination. Obtains visitor's name and announces visitor's arrival to appropriate person. Answers, screens, and routes incoming calls and takes messages as needed. : Maintains reception area in neat and orderly condition. Assists visitors and staff with questions and information. May issue visitor's pass when required. May type memos, correspondence, reports, and other documents. May operate telephone console to receive incoming messages. May make future appointments. May perform variety of clerical duties and other duties pertinent to type of establishment. May collect and distribute mail and messages.

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