Service Desk Technical Support Assistant (full time)

Portland Community College•Sylvania, OH

1d•Remote

About The Position

Under direction of Management, provides computer support to end users across the College District for routine computer hardware, software, other technology equipment, and business related applications. Troubleshoots and diagnoses basic problems related to computer/information technology. Escalates complex issues to ensure timely resolution. Trains staff on various computer platforms and related components and software. Directs and reviews the work of student workers and casual employees. Performs routine work with minimal supervision. The Technical Support Assistant assists the IT Service Desk to provide computer support to end users across the College district for basic support, password changes, and dispatching tickets to other IT teams. This position is primarily focused on answering calls related to password changes and will transition to providing basic support for other systems. The Technical Support Assistant works with the IT Service Desk to augment support offerings during periods of high call volume and staffing shortages.

Requirements

H i g h Schoo l d i p l o m a o r e qui va l e n t.
Two years of training in computer technology either through direct experience working with the technology or by completing courses designed to provide troubleshooting skills and use of MS Office applications
F am i l i ar i t y w i t h a u t oma t ed sys t ems , pe r so n a l co m p u te r s, n e t wo r k t echno l og i es , databases , a n d var i ous so ft wa r e appl i ca t i o n s
Work experience includes knowledge of some or all of the following systems: Automated systems, personal computer and network technologies, databases, learning management systems, online learning tools, printers and peripherals (PDA’s, scanners, modems, CD/DVD drives, etc.), a variety of software applications (e.g., word processing, spreadsheet, email, Intranet, web browsers, HTML editors, and image manipulation software).
K n ow l e dg e of : A w id e var i ety o f t ech nolog i es t o s u p p ort end- u se r n eeds
Va r i o u s softwa r e app li ca t i o n s (desktop, cli e n t -se rv er , b r owser-based)
Principles of troubleshooting and analysis
Skills i n: L ea rn in g n e w co mp u t e r so ft wa r e
Effective verbal and written communication
Multi-tasking and time management
Ability t o : T ro u b l es h oo t , diagnose, a nd r e p a ir co m p u te r h ardware a nd so ft wa r e pro b l e m s
Prioritize work requests with moderate supervision
Ensure a p r o p e r se t up for r e m o t e wo r k is ava i l a b l e and ma in t a i n ed
Self-motivation to perform tasks with minimal supervision in a remote environment
A sufficient workspace that is free of distractions and conducive to efficient and productive work
A stable internet connection that can support frequent voice and video calls
The ability to empathize to offer compassionate, calm, and effective support to frustrated u se r s

Responsibilities

Provide technical assistance v i a pho n e a n d ema i l t o address a r a n g e of hardware and softwa r e issues.
Support infrastructure emergencies by logging incoming calls and keeping users informed about the current situation.
Assist in the upkeep of the Help Desk tracking system, ensuring accurate problem and solution documentation.
Help support diverse software applications, including word processors, spreadsheets, and web-based tools .
Provide technical assistance to internal users for hardware and software issues.
Document problem details within the Help Desk system and contribute to its upkeep.
Offer support during infrastructure emergencies, including user communication.
Aid users with various software app l ications .
Maintain professional and supportive communication with users facing technical di ffi c u l t i es .

Benefits

Comprehensive benefit package
Oregon PERS contribution
Tax deferred annuity program and a deferred compensation program
Tuition waiver for you, your spouse/domestic partner, and dependent children under 24 years of age, as well as partial tuition reimbursement for full-time employees at other accredited institutions
Free access to the sport centers / campus gymnasiums, performing arts, and cultural events
Conference and Event Rental Space - Employees receive 50% off when on-campus for personal events
Paid Leave (Pro-rated by FTE for Part-Time Employees) reference Classified Agreement o Starts at 8 hours of vacation leave per month (additional vacation hours with years of service) o 1 day of sick leave per month o 12 paid holidays o PCC Winter Break (when College is Closed) o 24 hours of personal leave per year

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