Help Desk Technician

✓ Pension ✓ Dental Insurance ✓ Disability Insurance ✓ Health Insurance ✓ Life Insurance

POSITION: Help Desk Technician III

DEPARTMENT:Information Technology

PAYGRADE: 106(NE)

PAY: Min: $25.604 Mid: $32.645 Max: $39.685

DEADLINE: October 23, 2025

Help Desk Technician III

JOB SUMMARY:

The purpose of this position is to provide routine, Tier I, technical support to CCWA end users and to monitor systems for critical and/or urgent messages. Provides highly responsive help desk services to the users of CCWA’s computing environment.

ESSENTIAL JOB FUNCTIONS:

Monitors the help desk support que by answering calls, chats, and emails; determines nature of problems and troubleshoots issues; provides resolution to routine issues or escalates requests to appropriate Tier II support personnel; and documents all reported issues in the call tracking system.

Assists System Administrator with hardware tracking and maintenance activities; documents hardware components; replaces defective hardware; sets-up and distributes computer equipment; installs software; and coordinates shipment of defective hardware for repair or replacement as directed.

Installs special desktop/laptop configurations and image deployments as assigned.

Processes a variety of documentation associated with Department/Division operations within designated timeframes and per established procedures.

Maintains user accounts. Performs other assigned duties.

MINIMUM REQUIREMENTS TO PERFORM WORK:

High School Diploma or GED plus one (1) year of work experience in any field or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.

Must be able to demonstrate proficiency in performance of the essential functions and learn, comprehend, and apply all CCWA or departmental policies, practices, and procedures necessary to function effectively in the position.

Required Licenses/Certifications:

Must possess and maintain a valid Georgia driver’s license.

Preferred: A+

PHYSICAL DEMANDS:

This position classifies the physical exertion requirements as light work involving lifting no more than 50 pounds at a time with frequent lifting or carrying of objects weighing up to 20 pounds.

Tasks typically involve some combination of stooping, kneeling, crouching, and crawling; tasks may also involve some pushing and/or pulling of objects and materials of moderate weight. Some tasks require the ability to perceive and discriminate colors or shades of colors, sounds, and visual cues or signals. Some tasks require the ability to communicate orally.

WORK ENVIRONMENT:

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

Work is performed in a relatively safe, secure, and stable work environment.

At CCWA, it is our policy to provide equal employment opportunities to all employees, including temporary employees, and applicants for employment based on qualifications, abilities, and merit. Therefore, CCWA prohibits discrimination against employees, applicants or any other legally covered persons because of race, color, religion, national origin, age, sex (including pregnancy, sexual orientation and gender identity or expression), citizenship, genetic information, disability status, past, current, or prospective membership in the uniformed services or any other characteristic protected under applicable federal, state, or local law. This policy applies to all terms and conditions of employment, including, but not limited to job advertisements, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits, and training.