Job Description
Position Summary Information
General Description of Position
Under the general direction and supervision of the Administrative Director, Client Services, the Help Desk Technician is responsible for providing tier I and limited tier II support to Southeast Community College Faculty, Staff, and Students. The Help Desk Technician identifies, researches, and resolves technical problems; responds to telephone calls, electronic email, chat sessions, and in-person requests; creates work orders to document, track, and escalate issues to ensure a timely resolution, utilizing help desk software/tools; and provides training of faculty and staff in specific technical areas. This is a full-time regular position.
Essential Functions
- Demonstrate a high level of customer service.
- Provide tier I and limited tier II technical assistance.
- Provide assistance to faculty, staff, and students with login and password problems that are associated with various systems used in the college network.
- Provide assistance to users remotely, utilizing remote control software to operate the user’s computer in order to enhance problem resolution.
- Follow standard Helpdesk operating procedures to accurately document, track, and escalate all Helpdesk incidents using helpdesk tracking software.
- Make the determination when escalating and/or assigning an incident work order to the appropriate group, technician, or campus group is required
- Study the effective use of the helpdesk workflow to identify opportunities and recommend solutions for improving service efficiency and effectiveness.
- Develop user help documentation based on problem and resolution history to serve as a quick reference for other helpdesk workers.
- Maintain the college IT helpdesk sites (Public and Portal) to provide user self-help based on the most common helpdesk issues.
- Proficient in Microsoft Office 365 Suite and able to quickly adapt to new software programs, including the Ellucian Colleague ERP software.
- Redirect non-IT-related incidents to appropriate college personnel.
Promote a Culture of Belonging
Support and promote an environment of belonging where all students, faculty members, and college employees feel welcomed, valued, and empowered to contribute. Foster a community where each individual and their varied perspectives enrich the educational experience and create a safe and respectful environment. Support the College’s policies and programming related to access, fair employment, and equal opportunities for all.
Marginal Functions
- Maintain the working schedule of part-time help desk workers and see that the workers are covering their assigned hours.
- Perform other related duties within the division/program as assigned.
- May be required to perform associated duties, functions, or assignments in other divisions/programs/areas as required.
- Perform other College functions and duties as assigned.
- Must be able to work varied days, hours, shifts, locations, and campuses as required. Work schedules (hours/days/work location) are scheduled by Southeast Community College based on the needs of the College. Work hours, shifts, days, and work locations may vary depending on the needs of Southeast Community College and are subject to modification. Emergency or scheduled special activities may require hours outside of the regular workweek.
Required Knowledge, Skills and Abilities
Language Skills:
- Ability to read, analyze, and interpret technical journals, instruction manuals, and service manuals, in addition to any other supporting documentation that might be needed.
- Ability to effectively present information and respond to questions from faculty, staff, and students.
- Ability to listen to and talk with faculty, staff, and students to determine the type of problems they are experiencing.
- Ability to create and maintain incident logs in a centralized incident system that allows all Information Services personnel to monitor.
- Ability to create informative self-help materials for user assistance.
Reasoning Ability:
- Ability to solve problems and provide solutions to end users via electronic mail, telephone, and/or in person.
- Ability to follow detailed instructions in a variety of forms: written, oral, and diagrams.
Physical Demand:
- The physical demands described here are representative of those required by the employee for success in the essential functions of this job.
- The employee is frequently required to sit at a desk and work at a personal computer.
- The technician may occasionally be required to walk, sit, stoop, kneel, and crouch.
- Specific vision abilities required by this job include using a computer screen.
- Ability to lift and carry up to (50) fifty pounds for short distances, and move tables, chairs, and media equipment.
Skills & Abilities:
- Ability to communicate effectively in writing, in person, and on the phone.
- Able to effectively understand problems and explain the solution.
- Ability to multitask under pressure.
- Possess a professional work attitude.
- Possess good judgment, be trustworthy, and be discreet with confidential information.
- Ability to use basic computer skills.
- The individual must possess the above skills and abilities or be able to explain and demonstrate that the individual can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.
Minimum Qualifications
- Associate’s degree (A.A.S), from a two-year College or technical school with emphasis in computer and software-related skills.
- One (1) year of verifiable experience in a Call Center/Help Desk environment or other IT-related job.
OR
- One (1) year of post-secondary education with an emphasis in computer and software-related coursework, plus two (2) years of verifiable experience in a Call Center/Help Desk environment or other IT-related jobs.
Desired Qualifications
- Bachelor’s degree in computer science, information systems, information management, or a directly related field of study.
- Work experience in providing IT-related phone support to users, including computer applications usage, configurations, installation, and removal, or in developing self-help tutorial documentation for common user needs.
Salary
$26.43 per hour
Benefits
SCC BEN Dollars – Eligible Employees: Full-time status. Regular employees with an FTE of 0.75 or greater will be eligible for SCC Ben Dollars. All employees will be required to elect a health insurance option. If the cost of insurance coverage selected by an employee exceeds the SCC Ben Dollars available, all additional costs will be withheld from the employee’s paycheck. Any SCC Ben Dollars that the employee does not elect to use for the purchase of dependent health and dental insurance will be paid to the employee in cash at $0.93 per $1.00 benefit dollar. All amounts paid are subject to withholding for income and employment taxes, but not subject to the College’s contribution toward the Retirement Savings Plan – Group Retirement Account ( GRA).
Schedule
Normal working hours for this full-time regular position are scheduled between 7:00 a.m. and 10:00 p.m., Monday through Friday, requiring a minimum of a 40-hour workweek, based on a 260-day work calendar. Scheduled special activities, emergencies, or temporary schedule changes may require hours outside of the regular workday or workweek.
