DEPARTMENT: Adaptive Technology Center
REPORTS TO: Sr. Vice President of Rehabilitation Services
STATUS: Part-time, Hourly
SCHEDULE: Monday – Friday
LOCATION: Central Office
DATE REVIEWED: 02/01/12

STATEMENT OF PURPOSE: This position functions in a call-center environment to provide technical support services for working adults who are blind or visually impaired. The Help Desk Technician assists in troubleshooting and resolving hardware, software, compatibility and network connectivity issues experienced by remote users who may be utilizing a variety of assistive technologies.

RESPONSIBILITY FOR THE WORK OF OTHERS:
This position holds no supervisory responsibility.

TRAVEL REQUIRED: Less then 5%.

SPECIFIC ACTIVITIES INCLUDE, BUT ARE NOT LIMITED TO:
• Fields incoming telephone calls, voice mail messages, and emails from end users, gathers information pertinent to the problem, and responds appropriately to resolve issues.
• Troubleshoots and resolves assistive technology and computer problems experienced by remote users.
• Share duties of the C Desk computer national help desk to troubleshoot problems and difficulties of blind users of the system.
• Provide the C Desk company new and innovative ideas to build a stronger software and hardware solution over time.
• Applies excellent customer service skills, including providing courteous responses either immediately or within 24 hours (if additional research time is needed), supplying timelines expected for replies, and following up to resolve issues as necessary.
• Maintains proficiency in use of assistive software applications such as JAWS, Window-Eyes, Hal, Magic, ZoomText, Lunar, and others.
• Maintains current knowledge of the setup and configuration of adaptive hardware, such as Braille displays, Braille note takers, speech synthesizers, etc.
• Records, tracks, and documents the problem-solving process in daily database entries for the purpose of documenting number of calls, providing a detailed reference for future problems of a similar nature.
• Collaborates with Assistive Technology Center staff to solve problems, document answers to frequently asked questions to create tools for end users that can be posted on a help desk website.
• Performs other duties as assigned by Supervisor.

QUALIFICATIONS:
• Bachelor’s degree required; Computer science, assistive technology, or related field preferred.
• Knowledge and experience requirements:
o Computer knowledge, Braille display, Braille printer and other assistive hardware.
o Application support experience with Microsoft Office and Windows operating systems from XP through current versions, various email applications and Netware applications.
• Skills and abilities required:
o Strong oral and written communication.
o Excellent customer service orientation that focuses on rapport-building, listening, and questioning skills.
o Independently research current computing issues as needed.
o Present ideas in user-friendly language.
o Detail orientation, analytical and problem-solving abilities and prioritization.