Help Desk Technician - FT

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

1. Demonstrate a high level of customer service.
2. Provide tier I and limited tier II technical assistance.
3. Provide assistance to faculty, staff, and students with login and password problems that are associated with various systems used in the college network.
4. Provide assistance to users remotely, utilizing remote control software to operate the user’s computer in order to enhance problem resolution.
5. Follow standard Helpdesk operating procedures to accurately document, track, and escalate all Helpdesk incidents using helpdesk tracking software.
6. Make the determination when escalating and/or assigning an incident work order to the appropriate group, technician, or campus group is required
7. Study the effective use of the helpdesk workflow to identify opportunities and recommend solutions for improving service efficiency and effectiveness.
8. Develop user help documentation based on problem and resolution history to serve as a quick reference for other helpdesk workers.
9. Maintain the college IT helpdesk sites (Public and Portal) to provide user self-help based on the most common helpdesk issues.
10. Proficient in Microsoft Office 365 Suite and able to quickly adapt to new software programs, including the Ellucian Colleague ERP software.
11. 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.

Minimum Qualifications

1. Associate’s degree (A.A.S), from a two-year College or technical school with emphasis in computer and software-related skills.
2. One (1) year of verifiable experience in a Call Center/Help Desk environment or other IT-related job.

OR

1. 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.