Help Desk Technician

Lee College • Baytown, TX

34d • $31,200 - $32,791

About The Position

The Help Desk Technician is responsible for providing first level technical assistance and support related to account and computer troubleshooting for students, faculty, and staff. This position will provide first call resolution as much as possible for computer system issues including software and occasional hardware issues for Lee College owned computers. The Help Desk Technician will coordinate between departments for IT technical support along with the Service Desk Manager.

Requirements

• Associate's (or higher) degree in a related field or successful completion of sixty (60) college credit hours
• One (1) year of experience in a Help Desk or Call Center role
• Basic to intermediate knowledge of Windows 7/10, Microsoft Office 2013 and above, Mac OSX systems, etc.
• Basic computer hardware and software troubleshooting skills
• Excellent communication skills, both oral and written
• Excellent customer service skills
• Must be available to work evenings and weekends as needed

Responsibilities

• Provide password and network account assistance for students, faculty, and staff via phone, remote, email, and in person.
• Provide first level computer troubleshooting support for faculty and staff via phone, remote, email, and in person.
• Install and troubleshoot computer operating systems, software, and occasionally hardware of Lee College owned machines.
• Utilize the current ticketing system to document all issues ad calls that are received.
• Escalate issues from customers to the appropriate team with necessary background information when unable to resolve issues over the phone.
• Provide additional support to technicians in the form of research and information discovery.
• Research and organize information with regards to reoccurring problems and issue resolution.
• Assist Service Desk Manager with coordination of Service Desk work and projects.
• Assist Service Desk Manager with research and information discovery for technical issues and projects.
• Perform other duties assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Administration of Human Resource Programs
• Education Level: Associate degree