Help Desk Technician
About The Position
The Help Desk Technician will demonstrate a high level of customer service, providing tier I and limited tier II technical assistance to faculty, staff, and students. This role involves assisting users with login and password problems for various college network systems, and providing remote assistance using remote control software. The technician will follow standard operating procedures to document, track, and escalate Help Desk incidents using HelpDesk tracking software, and will determine when escalation or assignment to appropriate groups is necessary. The position also involves studying helpdesk workflow to identify opportunities for service improvement, developing user help documentation, and maintaining college IT helpdesk sites for user self-help. Proficiency in Microsoft Office 365 Suite and the ability to adapt to new software, including Ellucian Colleague ERP, are required. The role also includes redirecting non-IT-related incidents to appropriate personnel and promoting a culture of belonging by supporting an environment where all individuals feel welcomed, valued, and empowered, and by fostering a community that enriches the educational experience and upholds the College’s policies on access, fair employment, and equal opportunities.
Requirements
- Associate’s degree (A.A.S) from a two-year college or technical school with emphasis in computer and software-related skills.
- One (1) year of verifiable experience in a Call Center/Help Desk environment or other IT-related job.
- OR One (1) year of post-secondary education with an emphasis in computer and software-related coursework, plus two (2) years of verifiable experience in a Call Center/Help Desk environment or other IT-related jobs.
- Proficient in Microsoft Office 365 Suite.
- Able to quickly adapt to new software programs, including the Ellucian Colleague ERP software.
Responsibilities
- Provide tier I and limited tier II technical assistance.
- Assist faculty, staff, and students with login and password problems for various college network systems.
- Provide remote assistance to users utilizing remote control software.
- Accurately document, track, and escalate all Help Desk incidents using HelpDesk tracking software.
- Determine when escalation and/or assignment of an incident work order to the appropriate group, technician, or campus group is required.
- 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.
- Maintain the college IT helpdesk sites (Public and Portal) to provide user self-help.
- Redirect non-IT-related incidents to appropriate college personnel.
- 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 College’s policies and programming related to access, fair employment, and equal opportunities for all.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
