Job Details

Help Desk Analyst

Department: Technology Services
Location: Columbia, MO
Type: Full-Time, Hourly
Pay: $18.61 per hour (Pay range may vary based on geographic location)
Applicants must be legally authorized to work in the United States; visa sponsorship is not available for this position.

Job Summary: Columbia College is seeking a customer-centric and proactive Help Desk Analyst to join our Technology Services team. This role is responsible for providing frontline technical support to Columbia College students, faculty and staff, ensuring timely and effective resolution of technology-related issues. The ideal candidate will demonstrate exceptional customer service, strong troubleshooting skills, and a commitment to supporting the college’s academic and operational excellence.

Essential Functions:

Technical Support and Troubleshooting

• Provide frontline support in an omni-channel environment (phone, chat, in-person) for a wide variety of academic and administrative campus technologies.
• Fulfill service requests and troubleshoot and resolve issues; triage and escalate complex or specialized problems as needed.
• Document service and support inquiries, actions taken, and resolutions in the IT service management system.
• Identify issue and problem trends and collaborate with other units to continuously improve technology experiences.

Documentation and Knowledge Management

• Create and maintain documentation for common procedures and solutions.
• Contribute to internal and customer self-service knowledge management and quality assurance initiatives.

Customer Service and Mission Alignment

• Deliver superior customer service, building strong relationships with all college constituencies.
• Perform job duties in alignment with Columbia College’s vision, mission, and values.
• Display respect and civility in all communications, fostering a positive and inclusive campus environment.
• Fulfill additional responsibilities as assigned, demonstrating flexibility and commitment to the college’s needs.
• Maintain regular and punctual attendance during established hours of operation, with flexibility to work additional hours as needed.

Team Collaboration and Continuous Improvement

• Participate in team meetings and contribute to process improvement initiatives.
• Provide coaching and mentoring to part-time and student staff as needed.

Supervisory Responsibility: No
Position reports to: Assistant Director of Technology Solution Center

Required Core Competencies and Professional Experience:

• Ability to fluently read, write, and understand the English language.
• Proficiency with the following, but not limited to: active listening; speaking; writing; critical thinking; judgment and decision making; monitoring; reading comprehension; time management; coordination; and management of personnel resources.
• Proficiency for using a variety of computer and technology-related software and equipment, including Microsoft Office products and database systems.
• Proficiency in using web-based technologies, including database systems.
• Proficiency in typing, with an ability to type a minimum of 40 words per minute.
• Ability to work independently and in a team environment, with or without direct supervision.
• Excellent communication, interpersonal, customer service, and organizational skills.
• Excellent attention to detail, good judgment and ability to set priorities.
• Ability to work to deadlines and meet competing demands.
• Ability to explain technical concepts to non-technical clients and users.
• Proven experience as a proactive customer advocate.

Minimum Qualifications:

• Associate’s degree, or high school diploma with relevant experience.
• Prior customer service experience.
• Proficient with Microsoft operating systems and Office suite.
• Aptitude for troubleshooting hardware and software issues.
• Strong customer service skills, with the ability to manage difficult situations with patience and professionalism.

Preferred Experience:

• Bachelor’s degree in computer science or related field.
• Foundational technical certifications (e.g. CompTIA A+).
• Familiarity with IT Service Management and Service Desk best practices.

Other Requirements: Ability to satisfy, within the parameters set by the College and consistent with applicable federal, state and local laws, a criminal background check as a condition of employment. Occasional and infrequent evening, weekend, and holiday shift coverage is needed to support college activities.

Physical Requirements: The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Accommodations may be made to enable individuals with disabilities to perform the essential functions. Individuals seeking accommodation should contact the Human Resources Department without delay. While performing the duties of this job, the employee is regularly required to sit for long periods of time, talk, and hear. The employee is required to use hands and fingers to handle or feel; reach with hands and arms; climb or balance; and stoop, kneel, or crawl. Employee must be able to type on a computer keyboard and use a computer monitor on a regular basis.

Work Conditions: The work environment conditions described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee is rarely exposed to outside weather conditions; however, possible exposure to hazards and physical risks to personal safety may occur while operating certain equipment. The noise level in the work environment is usually mild.

Interested applicants may apply online at www.ccis.edu/careers. Review of applications will begin immediately and continue until the position is filled. Columbia College is an equal opportunity employer.
*This job description is not meant to be all-inclusive of every duty and responsibility required by the employee in the position.*
**Eligibility for employee benefits and perks is determined by employment status. For more information please see** https://www.ccis.edu/careers.**
The offer of employment and assignment to duties is contingent upon a satisfactory criminal background check. The information may include, but is not limited to, academic, residential, achievement, performance, attendance, disciplinary, employment history, credit history, driving history, and criminal history of public record.
Columbia College is an equal opportunity employer.