Help Desk Technician

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.

Southeast Community College offers competitive compensation and a robust benefits package, including, but not limited to: medical/dental insurance, 403(b) retirement with College matching contribution, vision insurance, flexible spending account, and tuition reimbursement. Southeast Community College also offers extensive leave plans. In addition, Southeast Community College makes available to all full-time employees the use of “Ben Dollars” (cash-in-lieu potential for certain coverage levels) to cover medical and dental premiums.

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 the 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/Support Diversity, Inclusion, Equity, and Access Work toward creating a welcoming, inclusive, equitable, and productive work and learning environment, where all students, faculty members, and college employees are valued and may contribute to their full potential, regardless of their differences. Make concerted efforts to implement accessible and inclusive practices and processes aimed at creating a diverse and equitable learning and work environment. Commit to fostering and maintaining a safe environment of respect and inclusion for students, employees, and members of the community, and promote and support the College’s policies and programming related to access, fair employment, EEO, equity, inclusion, and diversity.

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 and pleasantly 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 into 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 frequently is 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: Must be able to communicate with people orally and in written form. Must possess good telephone skills, to effectively understand the problems and explain the solution. Ability to communicate effectively both in writing, in person, and on the phone. Must be self-motivated, dependable, and able to do projects with minimal supervision. Ability to multi-task under pressure. Possess a professional work attitude. Must use 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, computer applications usage, configurations, installation, and removal, or in developing self-help tutorial documentation for common user needs.

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