IT Lab and Help Desk Technician

Job Description

GENERAL STATEMENT OF RESPONSIBILITIES:

Provide technical assistance, support, and advice to clients and other users. This includes oversight of the College's computer labs, fielding telephone calls and e-mail messages from clients who are seeking guidance on technical problems, assessing users' issues and mapping out solutions to those issues, and providing ongoing training for instructors in the use of multimedia equipment. Hours of work include Monday 4:00 p.m. - 10:00 p.m., Wednesday 4:00 p.m. - 10:00 p.m., and Saturday 10:00 a.m. - 4:00 p.m. The ideal candidate will be flexible in work schedule to meet the needs of the Department.

EXAMPLES OF DUTIES:

1. Navigate Windows Operating Systems.
2. Provide Tier 1 Help Desk services and computer lab support.
3. Troubleshoot and solve technical issues.
4. Provide clear, accurate, and tactful support and advice to clients and other users verbally and in writing.
5. Log and update tickets in the College's Help Desk software.
6. Apply Active Directory knowledge; reset passwords.
7. Provide Audio Visual (AV) support including assisting with set up of video and audio equipment, troubleshooting, and pickup.
8. Follow documented processes and procedures.
9. Perform other duties as assigned.

Requirements:

MINIMUM QUALIFICATIONS:

1. Good technical abilities with PC hardware and software.
2. Good organizational skills.
3. Demonstrated interpersonal skills and proficiency in written and oral expression.
4. Ability to follow oral and written instructions.
5. Ability to work independently with minimal supervision and as a team player.
6. Must be service oriented.
7. Ability to work in a high energy, always changing environment.
8. Possess enthusiasm and patience.
9. Unrestricted authorization to work in the United States.

ADDITIONAL PREFERRED QUALIFICATIONS:

One year of full-time or equivalent part-time professional experience in technical support.