IT Service Management -Technical Assistant- Part time

Grand Rapids Community College•Grand Rapids, MI

6d•$17

About The Position

ESSENTIAL FUNCTIONS Assist with the configuration of applications within the ITSM platform. Edit and ensure appropriate formatting of institutional processes and procedures within the college's knowledge base. Collaborate with Information Technology staff to document identified issues in a timely manner. Review IT Services Knowledge Base articles as a part of the KCS review cycle. Maintain confidentiality and comply with HIPAA, FERPA, GRCC policies, and related standards. Continually advance personal skill sets through research, and other educational opportunities. Collect and analyze survey data for students, staff, and faculty, in collaboration with other department staff. Perform other duties as assigned by supervisors. Follow College policy on the Family Educational Right to Privacy Act (FERPA). JOB SPECIFICATIONS Qualifications Education: An Associate's Degree in Computer Applications, English composition, or Business is preferred but not required. Work Experience: Customer service background with technology emphasis preferred. Technical writing background preferred. Skills Must be proficient in verbal, written, and interpersonal communication skills to work effectively with people of diverse ages, ethnic, sexual orientation, and socio-economic backgrounds. Excellent organizational skills, ability to prioritize, and complete tasks in a timely manner. Must be self-motivated and resourceful, demonstrating initiative and strong technical writing abilities. Ability to perform daily routine and unexpected duties with minimum supervision. Ability to learn new computer software and maintain up-to-date skills in computer technology. Ability to handle multiple priorities and interruptions. Must be collegial and collaborative, demonstrating the ability to maintain positive interpersonal relationships and effectively work as a member of a team. Proficient in Internet navigation skills. Strong communication, organizational, and interpersonal skills. Ability to work effectively with a diverse student population and faculty team. Comfortable navigating and supporting common institutional software and cloud-based communication tools. Physical Demands Ability to lift and move up to 25 pounds. Must be able to sit or stand for long periods of time. Mental Demands Ability to learn and react quickly, make decisions and execute them expeditiously. An interest in working with diverse student populations, who represent a wide range of age, ethnicity, national origin, and ability. Demonstrated responsiveness, initiative, and organizational and problem-solving abilities. Ability to perform routine and unexpected duties. A willingness and an ability to learn college systems. High energy level with enthusiasm and an interest in helping and supporting students and colleagues. Ability to work under pressure while possessing mature judgment and flexibility in regards to interruptions and schedule changes. Must use good judgment in handling sensitive or difficult situations in a professional manner. Working Conditions Ability to work in an office environment. GRCC will comply with any mandated health and safety requirements. Compliance information is available on our policies website . Must be able to work flexible hours (i.e. evenings and night) including occasional weekends. Ability to work in a fast-paced environment that calls for flexibility/adaptability and the ability to handle multiple interruptions and make quick decisions.

Requirements

Must be proficient in verbal, written, and interpersonal communication skills to work effectively with people of diverse ages, ethnic, sexual orientation, and socio-economic backgrounds.
Excellent organizational skills, ability to prioritize, and complete tasks in a timely manner.
Must be self-motivated and resourceful, demonstrating initiative and strong technical writing abilities.
Ability to perform daily routine and unexpected duties with minimum supervision.
Ability to learn new computer software and maintain up-to-date skills in computer technology.
Ability to handle multiple priorities and interruptions.
Must be collegial and collaborative, demonstrating the ability to maintain positive interpersonal relationships and effectively work as a member of a team.
Proficient in Internet navigation skills.
Strong communication, organizational, and interpersonal skills.
Ability to work effectively with a diverse student population and faculty team.
Comfortable navigating and supporting common institutional software and cloud-based communication tools.
Ability to lift and move up to 25 pounds.
Must be able to sit or stand for long periods of time.
Ability to learn and react quickly, make decisions and execute them expeditiously.
An interest in working with diverse student populations, who represent a wide range of age, ethnicity, national origin, and ability.
Demonstrated responsiveness, initiative, and organizational and problem-solving abilities.
Ability to perform routine and unexpected duties.
A willingness and an ability to learn college systems.
High energy level with enthusiasm and an interest in helping and supporting students and colleagues.
Ability to work under pressure while possessing mature judgment and flexibility in regards to interruptions and schedule changes.
Must use good judgment in handling sensitive or difficult situations in a professional manner.

Nice To Haves

An Associate's Degree in Computer Applications, English composition, or Business is preferred but not required.
Customer service background with technology emphasis preferred.
Technical writing background preferred.

Responsibilities

Assist with the configuration of applications within the ITSM platform.
Edit and ensure appropriate formatting of institutional processes and procedures within the college's knowledge base.
Collaborate with Information Technology staff to document identified issues in a timely manner.
Review IT Services Knowledge Base articles as a part of the KCS review cycle.
Maintain confidentiality and comply with HIPAA, FERPA, GRCC policies, and related standards.
Continually advance personal skill sets through research, and other educational opportunities.
Collect and analyze survey data for students, staff, and faculty, in collaboration with other department staff.
Perform other duties as assigned by supervisors.
Follow College policy on the Family Educational Right to Privacy Act (FERPA).

Benefits

Wellness Program : Access resources for physical and mental wellbeing, and an onsite gym membership .
Retirement Plans : Secure your future with our retirement options , including the state retirement plan or a 401A with a 12% employer contribution.

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