Investigate and resolve software and hardware problems of computer users.
Essential Duties and Responsibilities
(Other duties may be assigned)
- Employees are expected to commit to Christ and the philosophy, ministry, and vision of OCBF and help meet the church family’s spiritual, social, emotional, and physical needs. This position is responsible for providing prayer, spiritual assistance, and ministerial support to co-workers and others they meet while working. This includes but is not limited to being available to pray with employees, leading and participating in Bible study with team members, conveying biblical principles during staff meetings and church activities, and knowing and ensuring that the church’s mission and vision are integrated into all aspects of the department’s task. As the Employee Handbook outlines, all staff must live a life that models the church’s core values. To further the church’s mission of disciplining the church to impact the world, they must be involved in spiritual discipleship while performing the essential job requirements.
- Consult with management to analyze computer system needs for management information and functional operations, to determine scope and priorities of projects, and to discuss system capacity and equipment acquisitions.
- Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
- Interview user to collect information about problem and lead user through diagnostic procedures to determine source of error.
- Troubleshoot hardware and software related issues on workstations.
- Determine whether problem is caused by hardware such as printer, cables, or telephone.
- Handle problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
- Prepare standard statistical reports, such as help desk incident reports.
- Analyze and evaluate incident reports and make recommendationsto reduce help line incident rate.
- Call vendorsfor technical assistance.
- Test software and hardware to evaluate ease of use and whether product will aid user in performing work.
- Ensure desktop computers interconnect seamlessly with diverse systems including associated file servers, email servers, application servers, and administrative systems.
- Assess user training needs and train users on software and hardware on-site or in classroom, or recommend outside contractors to provide training.
- Assist staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment, software, and electronic mail system within established standards and guidelines.
Competencies
To perform the job successfully, an individualshould demonstrate the following competencies:
Analytical – Synthesize complex or diverse information. Collect and research data. Use intuition and experience to complement data.
Attendance/Punctuality – Is consistently at work and on time. Ensure work responsibilities are covered when
Dependability – Use time appropriately and wisely. Follow instructions and respond to management direction. Accept responsibility for own actions.
Diversity – Demonstrate knowledge of EEO policy. Show respect and sensitivity for cultural differences. Demonstrate the ability to address the various learning styles of students. Educate others on the value of diversity.
Ethics – Inspire the trust of others by keeping commitments and working with integrity and ethically. Uphold organizational goals.
Interpersonal Skills – Focus on solving conflict, not blaming. Maintain confidentiality. Listen to others without interrupting. Keep emotions under control.
Mathematical Skills – Ability to apply concepts of basic algebra and geometry. Present numerical data effectively.
Oral Communication – Ability to communicate primarily in English. Speak clearly and persuasively in positive and/or negative situations. Listen and get clarification in order to respond to questions.
Planning/Organizing – Prioritize and plan work activities. Plan for additional resources. Set goals and objectives. Develop realistic action plans.
Problem Solving – Identify and resolve problems in a timely manner and demonstrate the ability to develop alternative solutions. Gather and analyze information in order to develop alternative solutions. Works well in group problem solving situations.
Professionalism – Approach others in a tactful manner by showing respect and consideration regardless of status or position. React well under pressure by keeping emotions under control.
Reasoning Ability – Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Safety and Security – Observe safety and security procedures. Report potentially unsafe conditions. Use equipment and materials properly.
Technical Skills – Assess own strengths and weaknesses. Pursue training and development opportunities. Strive to continuously build knowledge and skills. Share expertise with others.
Teamwork – Balance team and individual responsibilities. Exhibit objectivity and openness to others’ views and ideas and is willing to try new things. Give and welcome feedback. Contribute to building a positive team spirit. Put success of team above own interests. Support everyone’s efforts to succeed.
Written Communication – Able to read and interpret written information, primarily in English. Write or revise user training manuals and procedures.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Spiritual Commitment
All employees are expected to commit to Christ and to the philosophy, ministry, and vision of OCBF and to help the church to meet the spiritual, social, emotional, and physical needs of the church family.
Members are asked to commit to:
- Consciously pursuing spiritual growth by participating in the vital experience of the church (Education, Fellowship, Outreach and Worship).
- Faithfully give at least 10% of their income to the ministry of OCBF.
- Faithfully serve in one of the ministries of the church in a volunteer capacity.
- Agree to read and function under the guidelines and authority of the Church Constitution and By-Laws.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
