IT HelpDesk Support Specialist

Clatsop Community College

Job Summary

Under general direction of the Director of Computer Services, this position is the first point of contact for faculty, staff and students seeking technical assistance with campus technology issues, including the coordination of repairs and upgrades to technology related equipment. Serves as a member of the Computer Services team by configuring, installing, troubleshooting and training faculty, staff and students on Desktop, laptop, peripheral and mobile related equipment and operating systems. This is an entry-level position, and students are encouraged to apply.

Essential Duties

• Act as front-line problem identification and resolution resource to campus LAN users providing exceptional internal and external customer service using listening skills to identify, clarify, define and prioritize operational and application software problems experiences by users to determine the most effective service delivery opportunity.
• Manage issue escalation to appropriate staff and clearly communicate with all parties during handoff.
• Manage and coach Federal Work Study (FWS) students, including scheduling, task assignment, and coaching to improve technical and customer service skills.
• Provide advice and assistance for known problems of immediate and routine nature when possible; initiate work orders for Computer Services, FWS workers, or outside consultants to provide field assistance for issues requiring assistance of a more direct, advanced or time-consuming nature.
• Track and monitor service delivery efforts, primarily through the help desk ticketing system; communicate status of service delivery requests and availability of Computer Service resources, orally and in writing, to both clients and supervisors.
• Move and set up IT equipment for various college events, or supervise FWS to perform the task, as needed.
• Perform problem solving and analysis with students, faculty and staff for computer related issues which can include issues in various operating environments (Windows/Macintosh/Linux) as well as various software including Microsoft Office, Adobe Creative Cloud, and other software as needed.
• Assist in the development/training of new software used in smaller scales
• Test new hardware and software for integrity, usability and stability in the College's LAN environment.
• Assist in on-site installations of computers and computer peripherals for staff, faculty and students.
• Perform various clerical duties as required. Receive and sign for shipments to purchase orders for the department; match shipments to purchase orders and note receipt on relevant PO's, routing to Business Office for payment. Create PO's for needed equipment and or supplies.
• Help with various projects and or duties as assigned by the Director of Computer Services.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. An individual must be able to lift 25 pounds without assistance, safely use tools (including ladders), and work in small, confined spaces. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

Applicants are required to possess at least two or more years previous experience in repairing and maintaining computer equipment, relevant industry certifications, and be willing to complete their AA degree (if not possessed) within four years of accepting the position. Preference will be given to current students at CCC.

Knowledge, Skills & Abilities Required:

• Excellent interpersonal skills and ability to work well with others.
• Excellent communication and analytical skills.
• Basic knowledge of Microsoft/PC/MAC environments and their associated installation, upgrade, maintenance, use, file management techniques (particularly Windows 10/11), application management, and troubleshooting techniques.
• Basic knowledge of use and maintenance of the Microsoft Office Suite of programs.
• Basic understanding of operation and maintenance of a variety of network hardware and software applications, including computer, networking and peripheral equipment.
• Knowledge of modern office procedures and data processing methods and terminology.
• Demonstrated ability to stay current with changes in technology.
• Excellent skills in use of standard office toolsets, including word processing, spreadsheets, presentations, PDF's, etc.
• Ability to provide technical support over the phone and or remote PC control.
• Ability to handle constantly changing flow of tasks, be able to multitask effectively during busy times, exercise patience and professionalism in stressful situations.

Knowledge Preferred:

• Microsoft MCP, MCSE, or equivalent knowledge and or experience.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is exposed to work near moving mechanical parts, work at elevation on ladders, and risk of electrical shock.

The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee must regularly lift and /or move up to 20 pounds, frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include Close vision, Distance vision, Peripheral vision, Depth perception and Ability to adjust focus. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel, talk and hear. The employee is frequently required to stand and reach with hands and arms. The employee is frequently required to walk; walk up and down stairs and stoop, kneel, crouch, or crawl. The employee is occasionally required to use ladders to reach spaces.

Requirements for consideration of employment:

• Resume
• Cover Letter
• Complete Supplemental Questions
• Unofficial Transcripts or Certifications
• 3 References with contact information, including emails

If you are unable to upload the required documents, please contact Human Resources (View email address on click.appcast.io).

Only complete application packets will be reviewed.

NOTE:

Applicants are required to provide written notification to Clatsop Community College (CCC) within five (5) business days of any changes to the information submitted in their application, resume, or disclosed during interviews.

VETERAN'S PREFERENCE: In order to establish veteran preference, please upload completed Form DD214 (per OAR 839-006-0445 and OAR 839-006-0450(3)) in Other Documents area. If you wish to be considered for Disabled Veteran's Preference, please upload your DD215.

This position is not remote and requires the successful candidate to work on campus. Applicants must be available to perform their duties in person as part of the on-site team.