"Help Desk Technician"

SUMMARY STATEMENT

The Help Desk Technician is responsible for front line IT user support and customer service on college supported computer hardware and software. This position is required to troubleshoot problems and advise the users on appropriate action. The Help Desk Technician is also responsible for managing the IT work order system and keeping IT management up-to-date on the status of all work orders.

ORGANIZATIONAL RELATIONSHIPS

A. The Help Desk Technician reports directly to the Assistant Director of Information Technology. B. This position does not require direct supervision.

DUTIES

A. Support Faculty and Staff

• Respond to requests for technical assistance via phone or electronically
• Diagnose and resolve level I technical hardware and software issues
• Advise user on appropriate action with computer issues
• Stay current with system information, changes and updates
• Reset passwords as needed in accordance with IT security policies
• Follow standard help desk procedures

B. Manage the IT department work orders

• Redirect problems to the appropriate resource(s)
• Keep IT Management up-to-date on the status of current work orders
• Serve as point of contact for users on work order status
• Identify and escalate situations requiring urgent attention
• Track and route problems and requests and document resolutions

C. Support students

• Help students access and use College systems, including Self-Service, Student email, and networked systems
• Direct students to the appropriate departments for assistance
• Reset passwords as needed in accordance with IT security policies
• Provide in-person support by splitting time between the IT Department Suite and an assigned location

EDUCATION AND EXPERIENCE

Associate's degree in computer information systems or related field; bachelor's degree preferred; or the willingness to work towards a degree if hired; three to five years of experience; or any equivalent combination of experience and training which provides the required knowledge, skills, and abilities; training or experience in Quality Assurance methods and programs desired; Certified Quality Analyst (CQA) designation highly desired; experience with Ellucian Colleague or other integrated relational database highly desired and customer services software packages preferred.

SKILLS AND ABILITIES

Ability to communicate both orally and in writing in non-technical English; ability to deal tactfully, effectively, and fairly with people; ability to establish and maintain effective working relationships; ability to plan, assign, train, and direct the work of others; programming and management skills; good keyboard skills; ability to work under pressure and make judgements in accordance with established policies and procedures; ability to work independently in the absence of detailed instructions; ability to operate a variety of computer and network equipment.

WORKING ENVIRONMENT

Part-shop and part-office conditions, including noise from printers, telephone and personal interruptions, and eye strain from heavy terminal use.