Help Desk Technician

This is technical work involving operation and support of PC hardware, software, and peripheral equipment. Employees in this position are responsible for coordinating the assignment and processing of work orders and requests for service for all College sites by operating computer and peripheral equipment by means of a PC or on-line terminals. Perform PC technician duties while in the shop area. This position will also create and assist in the creation and delivery of training materials for common help desk issues. Work involves the application of initiative and independent judgment.

Salary : Appropriate placement on Salary Schedule E2, Grade 3: $38,436 – $52,374

Work Hours : Monday through Thursday, 7:45 a.m. – 5:15 p.m.; Friday 7:45 a.m. – 11:45 a.m.

Applicants must meet the minimum qualifications and must submit a complete application packet through the on-line application system to be considered. A complete application consists of the following:

An on-line application
Current résumé
Copy of college transcripts or high school diploma/equivalent (Transcript must confirm applicant meets educational requirements.)

Application materials must provide documentation that the applicant meets all minimum qualifications.

Essential Duties & Responsibilities:

Answer Help Desk phones, analyze user problems, enter and assign work orders for technicians using TrackIT or equivalent database software.

Serve as TrackIT administrator.

Place follow-up telephone calls to clients regarding status/closure of work orders.

Perform system (internet, web services, e-mail) checks daily and notify appropriate personnel.

Respond to user problems; assist in identifying computer software and hardware malfunctions and initiate corrective action to maintain workflow.

Assist in the creation and presentation of training materials for common helpdesk issues for the IT web site and IT training sessions.Institute corrective action when appropriate, within the scope of knowledge and authority

Assist in supporting the network including cable installation, monitoring various performance graphs, and troubleshooting problems when necessary.

Install personal computer hardware and software including unpacking, testing, transporting to user site, and interfacing to network and/or main computer system.

Provide support to distance education hardware and software.

Promote positive and productive relationships with service areas, businesses, industries and agencies.

Establish standards and practices that encourage effective resource utilization.

Recognize and acknowledge quality work, commitment to excellent customer service, creativity, and initiative.

Perform all duties with professionalism.

Minimum Qualifications:

Bachelor’s degree from an accredited institution and a minimum of one (1) year experience supporting a technical helpdesk in resolving hardware, software, and network issues is required OR a minimum of two (2) years (96 quarter or 64 semester hours) of postsecondary education from an accredited institution and a minimum of two (2) years experience supporting a technical helpdesk in resolving hardware, software, and network issues is required OR a minimum of a high school diploma or equivalent and a minimum of five (5) years demonstrated experience in performing remote technical services in a helpdesk environment troubleshooting database, PC hardware/software, and network issues is required .

Working knowledge of data processing and common desktop applications is required .

Working knowledge of network applications is required

Working knowledge of help desk systems is required .

Desired Profile:

Preference will be given to candidates who can demonstrate through their experiences and accomplishments

Working knowledge of distance education software;

Extensive experience with Windows operating system;

Extensive experience with personal computer hardware;

Working knowledge of network applications;

Effective oral and written communication skills;

Ability to work independently;

Ability to maintain confidentiality of institutional information;

Ability to establish and maintain effective working relationships with other employees and the public;

Ability to make decisions in accordance with institutional policy;

Ability to communicate and work effectively and pleasantly with a variety of individuals and groups, both internally and externally;

Ability to maintain confidentiality of office information;

Ability to work under tight deadlines and to handle multiple tasks and various situations in a calm and professional manner;

Initiative – responding to downtime by taking responsibility to do other work; a focus on details;

Customer Service Orientation – A focus on being friendly and patient in responding to customer needs;

Willingness and desire to learn new things and apply that learning;

Willingness to maintain flexibility in order to meet customer needs;

A positive attitude regardless of circumstances at hand.

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