Help Desk Associate

Position Description Summary

Core Competencies and Qualifications

• Associate degree in business, computer science, or related area and two years of experience or commensurate experience.A combination of education and relevant experience may be considered.
• Advanced knowledge of Windows 10 and 11 client configuration with experience in diagnosing failed components of PC compatible systems is required.
• Two (2) or more years' experience and troubleshooting Microsoft Windows PC systems in a networked environment.
• Experience with using Ellucian Colleague.
• Experience installing, using, and troubleshooting applications such as Microsoft Office 365, Adobe Creative Cloud, and Outlook.
• Experience with user-related issues and questions regarding Exchange / Outlook.
• Experience with networking and networked file systems.
• Excellent oral and written communication skills.
• Demonstrated ability to provide efficient and courteous service by phone and in person.
• Ability to work under time pressure providing service for a large user community.
• Ability to respond to user requests politely and professionally via phone, MS Teams, e-mail and in person.
• Ability to convey basic, intermediate, and advanced technology concepts in one-on-one, on-line, and phone settings.
• Ability to understand and diagnose problems communicated via both oral and written problem reports and effectively communicate solutions, excellent interpersonal skills.
• Ability to work with others as part of a highly technical service organization.
• Strong problem-solving and analytical skills are required.
• Ability to accurately describe and convey technical issues to ITS staff.
• Ability to determine when technical issues require escalation to higher level ITS staff.
• Ability to travel across campus to attend meetings and be a member of HFC Committees.
• Ability to read and apply information in technical manuals, release notices, and service patch releases.
• Ability to assist users and answer questions concerning the functionality of the latest versions of HFC supported software applications.
• Customer Service  - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the College, or organizations outside the College) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services.
• Help Desk Applications - Using a help desk application, assigns tickets to technicians when necessary.
• Troubleshooting Basic  - Assists end users in the diagnosis and aids in the solution of technical problems. Escalates to appropriate technician when necessary.

Additional Unique Competencies :

The most successful candidate will have a career that reflects the following :

Essential Duties and Responsibilities including but not limited to

Additional Information

REWARDS THAT LAST A LIFETIME

Henry Ford College takes great pride in offering a variety of comprehensive and industry-leading programs and resources to support the health and well-being of our team members and their families.Being an industry leader means giving back to our most valuable asset – our employees.

HFC Offers :

01 Do you have an associate degree in business, computer science, or related area and two years of experience or commensurate experience?

Please note : A combination of education and relevant experience may be considered.

02 Do you have knowledge of Windows 10 and 11 client configuration with experience in diagnosing failed components of PC compatible systems?

03 Do you have two (2) or more years' experience and troubleshooting Microsoft Windows PC systems in a networked environment?

04 Are you currently eligible to work in the United States of America?

Required Question