Engineering

Help Desk Technician

All help desk personnel need excellent problem-solving, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team environment.

In addition, technicians should have a strong technical understanding of technology, including the various hardware, software and networking systems being supported.

Employer requirements depend on the help desk position level.

Tier 1, an entry-level position, normally requires less than two years of work experience and may require an associate’s degree or completion of coursework at a technical school.

Tier 2 jobs typically require two to four years of work experience and may require a bachelor’s degree or a two-year degree and additional, equivalent work experience in a help desk setting.

Tier 3 positions often require four or more years of help desk experience, may require a bachelor’s degree in computer science or a related field, and/or professional certifications such as HDI’s Customer Service Representative or Support Center Analyst or the Microsoft Certified Systems Engineer (MCSE) designation.

Typical duties of a help desk technician
Tier 3

Researching and resolving the most difficult and complex problems that other help desk levels have been unable to resolve
Analyzing and identifying trends in issue reporting and devising preventive solutions
Mentoring other help desk personnel on hardware and software problem analysis and resolution
Tier 2

Resolving more complex issues requiring detailed systems and applications knowledge; these issues have been escalated from Tier 1
Deciding whether to generate a trouble or work order ticket for issues that will require a visit to the user’s PC or workstation
Tier 1

Taking initial telephone or email inquiries and troubleshooting and managing relatively simple hardware, software or network problems
Recognizing and escalating more difficult problems to Tier 2 support
Logging call activity

Engineering

Front End Developer

Understanding of layout aesthetics and programming is a must.

Proficiency in cascading style sheets (CSS), HTML, JavaScript and jQuery is required.

Previous work experience in website design or development may be required.

Typical duties of a front end developer
Developing appealing and user-friendly web and mobile-based applications
Writing web pages and providing website maintenance and enhancements
Producing functional requirement documents and specifications and creating quality mockups and prototypes on tight timelines
Building CSS that are consistent across all browsers and platforms and maintaining graphic standards and branding throughout a product’s interface

Engineering

Desktop Support Analyst

Successful candidates should be customer service-oriented and proactive in anticipating and resolving problems while maximizing efficient use of computing resources.

Extensive experience with desktop hardware, software applications, operating systems and network connectivity is required.

Although some employers are willing to substitute work experience for formal education.

Additional requirements may include professional certifications from entities such as HDI (Desktop Support Technician or Support Center Analyst), CompTIA or Microsoft (Microsoft Certified IT Professional or Microsoft Certified Systems Administrator).

Typical duties of a desktop support analyst
Maintaining an inventory of installed software, managing software licensing, and creating policies and procedures for upgrades
Working with hardware and software vendors to verify timely product delivery and ensuring that new equipment is installed and ready to operate on schedule
Analyzing and making recommendations for hardware and software standardization
Creating user accounts and managing access control based on company policies

Engineering

Database Administrator

Candidates for the database administration role need a strong information technology foundation in database structure, configuration, installation and practice.

Employers seek individuals with knowledge and experience in major relational database languages and applications, such as Microsoft SQL Server, Oracle and IBM DB2.

Professional certifications from Microsoft, Oracle and others are also valuable.

Effective database management requires a keen attention to detail, a strong customer service orientation and the ability to work as part of a team.

Typical duties of a database administrator
Managing, monitoring and maintaining company databases
Making requested changes, updates and modifications to database structure and data
Ensuring database security, integrity, stability and system availability
Maintaining database backup and recovery infrastructure