Information Technology Services Helpdesk Administrator

Davidson-Davie Community College•Thomasville, NC

3d•Onsite

About The Position

Davidson-Davie Community College is an award-winning institution committed to student learning, success, and the economic growth of the communities it serves. The college seeks individuals to assist in its mission, ensuring everyone has the opportunity to succeed. The institution offers benefits and resources that support professional and personal excellence within a dynamic community that celebrates the success of its students, faculty, and staff. The helpdesk analyst will serve as the initial point of contact for Davidson-Davie’s IT department, handling inquiries via help tickets, phone calls, or emails. This role involves administering the help desk solution, responding to various communication channels, routing tickets, creating knowledgebase articles, and reviewing help ticket processes for enhancements. The position also supports Learning Management System and College Information System processes, assists with department and campus initiatives, and encourages continuous learning through training and personal interest. A key aspect of the role is maintaining sensitivity, understanding, and respect for a diverse academic environment, supporting the College's mission, vision, and values, and performing other assigned tasks that align with the College's mission and initiatives.

Requirements

Clear understanding of the College’s mission
Associate degree from regionally accredited college or university
1 year of experience in an IT environment or contact center including First point of contact for end users for a variety of service needs
Experience creating knowledge-base articles
Experience with help desk ticketing system
Demonstrated superior customer service skills both in person and over the phone
Demonstrated documentation and communication skills
Demonstrated organizational skills
Demonstrated ability to work with a variety of users at all levels and needs
General understanding of computer security protocols and business processes

Nice To Haves

Bachelor degree from regionally accredited college or university
2 years of experience in an IT environment
2 years of experience in a contact center or IT helpdesk environment

Responsibilities

Administer the help desk solution
Answer phone calls
Respond to emails
Respond to help desk tickets
Route tickets to the appropriate service area or technician
Create and administer knowledgebase articles
Review help ticket processes for improvements
Assist with Learning Management System processes
Assist with College Information System processes
Perform activities to support department and campus initiatives
Pursue new knowledge through training, system deployment and personal interest
Maintain sensitivity, understanding and respect for a diverse academic environment, inclusive of students, faculty, and staff of varying social, economic, cultural, ideological, and ethnic backgrounds.
Supports the mission, vision, and values of the College and attends College events and meetings
Performs other tasks as assigned which support the mission and initiatives of the College.