Help Desk Technician

Essential Functions

Demonstrate a high level of customer service. Provide tier I and limited tier II technical assistance. Assist faculty staff and students with login and password problems that are associated with various systems used in the college network. Provide remote assistance to users using remote control software to operate their computers to enhance problem resolution. Follow standard Helpdesk operating procedures to accurately document track and escalate all Helpdesk incidents using Helpdesk tracking software. Make the determination when escalating and assigning an incident work order to the appropriate technician or campus group is required and then tracking the work order to completion. Study the effective use of the helpdesk workflow to identify opportunities and recommend solutions for improving service efficiency and effectiveness. Develop user help documentation based on problem and resolution history to serve as a quick reference for other helpdesk workers. Maintain the college IT helpdesk sites (Public and Portal) to provide user self-help based on the most common helpdesk issues. Proficient in Microsoft Office 365 Suite and able to quickly adapt to new software programs including the Ellucian Colleague ERP software. Redirect non-IT-related incidents to appropriate college personnel. Promote a Culture of Belonging Support and promote an environment of belonging where all students faculty members and college employees feel welcomed valued and empowered to contribute. Foster a community where each individual and their varied perspectives enrich the educational experience and create a safe and respectful environment. Support the Colleges policies and programming related to access fair employment and equal opportunities for all.

Minimum Qualifications

Associates degree (A.A.S) from a two-year College or technical school with emphasis in computer and software-related skills. One (1) year verifiable experience in a Call Center / Help Desk environment or other IT-related job. OR One (1) year of post-secondary education with emphasis in computer and software-related coursework plus two (2) years verifiable experience in a Call Center / Help Desk environment or other IT-related job.

Required Experience :

IC

Key Skills

user account,Active Directory,Customer Service,Information Technology,desk support,End user,Project Management,Phone Calls,service levels agreement,Desk Staff,Ltil,Procedures,Setup,hardware,Technical Support

Employment Type : Hourly

Experience : years

Vacancy : 1