Technician/Help Desk

Job Description This position is responsible to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Position Details Position Information Position Title Technician/Help Desk Division Information Technology(DIV) Department Desktop Services Job Description This position is responsible to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. This position is required to maintain confidentiality of proprietary and private information and a customer-service focus while carrying out job responsibilities and will conduct business in a manner that will uphold the integrity and reputation of Westmoreland County Community College. This position maintains a thorough working knowledge of and adheres to the policies, regulations, and procedures of the College. Essential Functions Field incoming help requests in person, via telephone, and email in a courteous, professional, and timely manner using diagnostics utilities and the helpdesk ticket tracking program. Monitor system(s) and network(s) performance and relay concerns to appropriate staff. Prioritize issues and inputting of requests in the Helpdesk tracking system. Escalate issues, when required, to the appropriate staff. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, maintaining printer operations, and configuring systems and applications. Assist in troubleshooting and repair for network issues that arise while working with others as appropriate to achieve effective and efficient solutions. Troubleshoot, repair, configure, and provide maintenance for all hardware and software systems College-wide as related to desktop/media deployments. Provide hands-on assistance and fixes for all technical-related issues for College satellite campuses. Test solutions to ensure issues are adequately resolved and perform post-resolution follow-ups to help requests. Record, track, and document the Helpdesk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution. Ensure cabling and wire management meet departmental standards and assist in the installation of network cabling within the College as needed. Set up and maintain all media equipment including media setups with audio and video equipment and classroom video equipment. Demonstrate technical operation of audio-visual equipment as needed. Assist in the documenting and tracking of all network managed, e.g., switches, bridges, routers, firewalls, and servers in both application and infrastructure. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolutions. Assist in the support and maintenance of the wireless network. Perform cyber security analysis and protection on servers and computers. Work in conjunction with management in the planning for upgrades to the network infrastructure. Other Functions Perform preventative maintenance, including checking and cleaning of workstations, printers, projectors, conference equipment, and peripherals. YouTube live College events such as ground-breakings, state of the College addresses, new student orientation, and graduations. Assist in maintaining the security of confidential data. Maintain communication with contracted vendors and service providers. Maintain knowledge of appropriate software and hardware used and supported by the College. Support other staff functions of the Information Technology Department. Keep work and storage areas clean, organized, and safe. Maintain and develop work-related knowledge, skills, and competencies related to the job through professional and cross-training opportunities. Attend all required meetings and training. Perform additional grade-level support duties as assigned. Required Qualifications Associate Degree in Information Technology required. Two (2) years of work-related Microsoft office application support experience required. Prior work performance must have met or exceeded appropriate work standards. Valid driver’s license required. Preferred Qualifications Bachelor’s Degree in Information Technology preferred Physical Demands Prolonged sitting Frequent standing/walking or otherwise moving around campus Repetitive finger/hand movements Occasional lifting up to 20 lbs. Occasional bending Audible Demands Ability to communicate orally and hear conversation Visual Demands Use of computer and internet/internet-based systems Reading and preparing documents, reports, presentations, etc. Environmental Conditions Work is primarily conducted in a typical indoor office environment with appropriate lighting, noises, and temperature control. Hazards Minimal risk of injury or work-related illnesses. Salary $18.10/hr Schedule Days/Hours Monday - 8 a.m. - 5 p.m., Tuesday - 8 a.m. - 5 p.m., Wednesday - 8 a.m. - 5 p.m., Thursday - 8 a.m. - 5 p.m., Friday - 8 a.m. - 5 p.m. #J-18808-Ljbffr Westmoreland County Community College