Student Helpdesk Specialist

Georgia Department of Revenue•Acworth, GA

5d•$45,302•Hybrid

About The Position

This position is one of a team of specialists in the area of Technology Advancement and Support. This position is responsible for general student client technology support that may include diagnosing and resolving issues pertaining to standalone and interconnected systems hardware, software and network devices used by Chatt Tech students. The position directly addresses technical issues for students both online and on 9 campuses in six counties. The position also serves as the technical liaison for over 10,000 students. Reporting to the TAS Applications Administrator, the specialist works closely with the other Technology Advancement and Support staff to ensure that all servers and related services necessary for administration and instructional needs on the student domain are identified, investigated, purchased, inventoried, and maintained. The focus for the specialist is on the administration of the Student Helpdesk by providing support for Office365, OKTA and other avenues of student learning. This position assists in troubleshooting technical and domain related problems with the students and serves as a conduit between the students and the College to resolve issues and identify changing needs in technology. This position will also be a non-traditional schedule. Anticipated hours are 10 am – 7 pm.

Requirements

Interpersonal skills: negotiation, listening (for system requirements specifications by users/operators), customer service.
Critical thinking skills.
Server Operating Systems, configuration, and maintenance concepts, troubleshooting skills.
Email administration skills, to include message transport, mail databases, Exchange hybrid deployments, recipient administration, and mail filtering rules.
Domain administration skills, to include Active Directory, Group Policy, domain replication, print management, and DFS.
Must act independently and be self-motivated.
Computer/technology skills, to include Office applications, email, configuration tools, and Office 365.
Ability to communicate effectively, both orally and written.
Knowledge of programming systems, software, and hardware configuration.
Organization skills.
Superior time management and prioritization skills.
Associate degree and Three (3) years of work related experience. Note: Experience may substitute for the degree on a year-for-year basis.

Nice To Haves

Knowledge of State of Georgia data integrity and security policies preferred.
Bachelor’s degree in computer science, information systems, or related field with 1-3 years of experience.
Possession of or ability to readily obtain a valid driver’s license issued by the State of Georgia for the type of vehicle or equipment operated.

Responsibilities

Is accessible to all students to respond to iSupport tickets or email requests involving (limited to) student user, email, OKTA and Banner Accounts.
Assesses the effectiveness of new technologies as they are introduced and implemented; works with end-users and revises or reconfigures systems as necessary to meet their needs.
Proactively identifies ways to avoid the recurrence of customer issues by regularly improving processes, technical articles, and procedures.
Responds to the needs of the department and the college by assisting other team members when necessary.
Identifies and resolves problems in an efficient and timely manner and is responsible for ensuring any reported problem by an end-user is resolved.
Will support and maintain Student Domain functions, including Active Directory, Group Policy, and Print Management.
Will support and maintain Active Directory Synchronization between CTC systems and Student email systems.
Additional responsibility as the College needs dictate.
Will communicate with Student Services to respond to any request of a technical nature regarding students.
Provides training to the Technology Support Technicians to ensure their ability to support the new technologies introduced.
Effectively communicates technical information with team members and customers alike.
Position may demand irregular hours to ensure services are configured and maintained in a manner to minimize the impact on the operations of the college on all campuses.