IT Help Desk Assistant

The I.T. Help Desk Assistant shall perform the duties as specified in conformity with policies established by the Alabama Community College System Board of Trustees and the Drake State Community and Technical College Faculty and Staff Handbook.

Salary: $28,836 - $46,327 (12 months, Non‑Exempt). Salary

Schedule:

E5, Grade 06.

Work Hours:

8:00 am – 5:30 pm Monday to Thursday, and 8:00 am – 12:00 pm Friday.

The IT Help Desk Assistant, as a team member of the Information Technology Services Department, shall perform the duties as specified in conformity with policies established by the Alabama Community College System Board of Trustees and the Drake State Community and Technical College Faculty and Staff Handbook.

• Staff the Drake State Helpdesk, receiving and responding to technical inquiries (concerning email, local area network connectivity, web browsing, printing, etc.) from faculty, staff, and students via telephone, electronic help desk, email, web, and other communication methods.
• Enter, assign and track service requests in the online work‑order system, and refer service issues to IT management.
• Provide technical support and solve basic and more advanced routine user hardware and software problems or questions including desktop computer hardware and software and enterprise system software.
• Provide professional, courteous, prompt, and accurate support and solutions to users.
• Communicate, analyze, and troubleshoot routine user problems and provide proper solutions or remedies.
• Properly document problem tickets in the online Help Desk System.
• Assist other IT technical staff in providing user feedback and user statistics.
• Update Help Desk database information.
• Follow‑up and communicate ticket information to users when appropriate.
• Create and administer new user accounts, passwords, emails, and privileges/rights as assigned and directed by system administrators.
• Assist with desktop and laptop imaging and installation as needed.
• Assist in the operations of enterprise systems as needed.
• Maintain an inventory of assigned equipment and supplies.
• Assist in the setup and maintenance of Drake State computer labs and network cabling, including Category 6, wireless, and fiber optic networking equipment.
• Assist in registration and pre‑registration activities as needed.
• Work closely with other IT staff to acquire additional technical and non‑technical knowledge.
• Serve on college committees when requested.
• Retain and submit documentation as requested to support accreditation efforts.
• Perform other work‑related responsibilities as assigned by the Director of Information Technology, Regional CIO, Executive Director of Fiscal Affairs and Administrative Services, and/or the President.

• Minimum of a high school diploma or equivalent.
• Working knowledge of MS Windows 10 and MS Windows 11.
• Working knowledge of setting up and troubleshooting internet programs, such as e‑mail and web browsers.
• Working knowledge of Microsoft Office 365 software.
• Working knowledge of internal PC hardware.
• Ability to project a professional and congenial demeanor.
• Ability to establish and maintain effective working relationships with students, other employees, and the public.

• Earned Associate’s degree in Computer Information Systems or related field from a regionally accredited institution.
• Minimum of 1–2 years of experience with hardware, networking, and information systems.
• Experience in an academic environment.
• Working knowledge of Zoom.
• Knowledge of Banner or other educational administrative software.
• Knowledge of Canvas Learning Management System.

• Understanding of and commitment to the philosophy and mission of a community and technical college.
• Sensitivity and commitment to cultural diversity.
• Ability to handle multiple tasks and various situations in a calm and professional manner.
• Ability to work well under pressure and deadlines.
• Commitment to teaching and learning, where recent high school graduates, adult students, and non‑traditional students are involved.

In accordance with Alabama Community College System Policy and guidelines, the applicant chosen for employment will be required to sign a consent form and agree to a criminal background check. Employment will be contingent upon receipt of a clearance notification from the criminal background check.

Drake State Community and Technical College is an equal opportunity employer. It is the official policy of the Alabama Community College System that no person shall be excluded from participation in, be denied the benefits of, or be subjected to discrimination under any program, activity, or employment on the basis of race, color, disability, gender, religion, creed, national origin, or age.

Drake State will make reasonable accommodations for qualified disabled applicants or employees.