Help Desk Technician - FT

Help Desk Technician - FT

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Position Information Position Title Help Desk Technician - FT Department IT Client Services Location Lincoln Job Category Support Staff Job Type Full-Time Regular Posting Number 02232 Position End Date

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 elevate 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.

• 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 problem resolution.
• Follow standard Helpdesk operating procedures to accurately document, track, and elevate 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.

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.

• 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.

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 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 in 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 is frequently 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…