"Service Desk Technical Support Assistant (Part-Time)"

Service Desk Technical Support Assistant (Part-Time)

Company: Portland Community College

Job Location: Portland, 97280-0990

Category: IT Support and Training

Type: Adjunct/Part-Time

The PCC IT Service Desk seeks a part-time remote Technical Support Assistant to provide computer support to end users across the College district for basic support, password changes, and dispatching tickets to other IT teams.

Here is the job classification: TechnicalSupportAssistant

Position Overview

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 staff shortages.

Key Responsibilities

• Provide technical assistance via phone and email to address a range of hardware and software 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.

Typical Duties

• 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 applications.
• Maintain professional and supportive communication with users facing technical difficulties.

Work Environment

• This is a remote position.
• Must be able to work in a dynamic, networked environment with frequent interruptions.
• May involve exposure to changing physical and ergonomic environments.
• Requires professional interaction with users who may be frustrated or anxious.
• May need to lift and move computer equipment weighing up to 40 pounds.
• May involve occasional periods of sustained effort, including working in confined spaces.

Minimum Qualifications

• High School diploma or equivalent.
• Relevant experience in computer-related support, which may substitute for further education.
• Familiarity with automated systems, personal computers, network technologies, databases, and various software applications.

Knowledge, Skills, and Abilities

Knowledge of:

• A wide variety of technologies to support end-user needs.
• Various software applications (desktop, client-server, browser-based).
• Principles of troubleshooting and analysis.

Skills in:

• Learning new computer software.
• Effective verbal and written communication.
• Multi-tasking and time management.

Ability to:

• Troubleshoot, diagnose, and repair computer hardware and software problems.
• Prioritize work requests with moderate supervision
• Ensure a proper setup for remote work is available and maintained.

Success Criteria

A successful candidate will display the following:

• 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 users.

Position Grade Classified 16 (H)

Employment Type Part time

Total Rewards Package / What We Offer

There is never a dull moment at PCC. We offer more than just a competitive salary. When you join our team at PCC you'll also enjoy:

• 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

How We Determine Initial Salary Placement

The first step of the range is $22.61 per hour. Higher salary placement may be available based on qualifications, experience and internal equity.