Helpdesk Support
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About The Position
This position provides first level technology support for all incoming college requests from students, staff, and community members worldwide who access college resources. Individuals will utilize superior customer service skills, comprehensive troubleshooting skills, and extensive technical knowledge to provide effective solutions for our customers. The role involves hands-on technical support to diagnose and resolve technical issues, ensuring the maintenance of the college's personal technology hardware, desktop applications, and emerging technologies. The work schedule is Monday to Friday from 7:00 am to 3:30 pm. Key responsibilities include assisting, logging, and resolving requests from both internal and external customers through various communication channels such as phone, email, instant messaging, and work tickets. This includes addressing account access and security issues, as well as software application inquiries, and escalating issues to other IT personnel when necessary. The position also requires troubleshooting end-user desktop issues related to Windows clients, macOS clients, virtual desktops, mobile devices, Microsoft Office, web browsers, VPN remote access, proprietary desktop applications, and other emerging technologies. Additionally, the role involves analyzing, troubleshooting, and resolving hardware and software issues at both the desktop and network levels. The individual will gather requirements for desktop applications, collaborate with customers on software needs, and manually install software as needed. They will also assist in coordinating and implementing additional support team projects and deployments, which may include SCCM, Citrix, Cisco products, and other third-party software installations and upgrades. Documentation creation and maintenance for distribution to internal and external customers is also a critical part of the role. Furthermore, the position includes providing level 1 Office 365 support for mailbox triage, maintenance, and access, as well as mentoring IT Helpdesk interns as assigned.
