Lab Assist: Help Desk

Georgia Department of Revenue • Albany, OR

3d

About The Position

Albany Technical College is seeking a motivated Help Desk Lab Assistant for a part-time position. Under general supervision, the assistant supports computer users by answering questions, identifying problems, and providing first-level troubleshooting and resolution for technical issues experienced by students and faculty. The role uses a designated ticketing system to document problem histories and provides customer support for computer software, applications, and campus Learning Management System/Blackboard Learn issues. The assistant also helps develop and maintain problem-management procedures and documentation, prepares management reports on help desk usage, and may perform data entry, inventory lab equipment, provide clerical support, and complete other assigned duties.

The successful candidate provides effective technical support, communicates professionally by phone, solves problems, adapts to changing traffic, multitasks during busy periods, and remains patient and productive in stressful situations. The position requires the ability to work responsibly with or without direct supervision and collaborate well with others. A flexible schedule may include daytime and evening hours. This part-time position does not include insurance benefits and is limited to no more than 29 work hours per week. Salary is commensurate with education and work experience.

Requirements

• Meet at least one stated minimum qualification: six months of full-time experience providing software or hardware customer support or technical assistance to computer users; six months of full-time experience setting up and operating microcomputers using multiple applications; completion of a post-secondary vocational/technical program in computer applications, computer technology, or a closely related area; two years of college coursework including at least two courses in computer applications, computer technology, or a closely related area; or previous customer service or technical support experience.
• Have advanced knowledge of Microsoft Office Suite 2010.
• Have good phone skills, a professional demeanor, good problem-solving skills, and the ability to think abstractly about problems.
• Be able to handle changing traffic, multitask during busy periods, and remain productive.
• Exercise patience and professionalism in stressful situations.
• Work responsibly with or without direct supervision and work well with others.
• Be willing to work a flexible schedule that may include daytime and evening hours.
• Successfully complete coursework or a program appropriate to the assistant assignment.

Nice To Haves

• Experience in PC maintenance and repair, including thin clients, Windows, Android, Apple devices, and computer peripherals.

Responsibilities

• Answer computer users’ questions, isolate problems, and provide first-level troubleshooting and resolution for student and faculty technical issues.
• Use a designated ticketing system to record problem-history information.
• Provide customer support for computer software and application services.
• Serve as the first point of contact for students, staff, and faculty seeking assistance with campus Learning Management System/Blackboard Learn issues.
• Assist in developing and maintaining problem-management procedures and documentation.
• Assist with developing and producing management reports about help desk usage and related information.
• Assist with data entry, inventory of lab equipment, and clerical support as needed.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Part-time
• Education Level: No Education Listed