Help Desk Specialist

Help Desk Specialist

Campus: All

Department: Information Technology

Employment Type: Full Time

Classification: Non‑Exempt

Position Type: Regular

The Help Desk Specialist role is to provide help desk support services to all end users (faculty, staff, students). This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring the individual to provide in‑person, hands‑on help at the desktop, laptop, tablet and/or printer level.

• Provides help desk services and support to all desktops, laptops, tablets and printers.
• Fields incoming help requests from end users via telephone, e‑mail and ticketing software in a courteous manner.
• Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Builds trust and elicits problem details from help desk customers.
• Extremely focused on high level of customer support.
• Prioritizes and schedules problems and escalates them (when required) to the appropriately experienced technician.
• Records, tracks, and documents the help desk request problem‑solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Applies diagnostic utilities to aid in troubleshooting.
• References software updates, drivers, knowledge bases, and frequently asked questions resources to aid in problem resolution.
• Identifies and learns appropriate software and hardware used and supported by the college and Information Technology department.
• Performs hands‑on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Contacts and works with vendors to ensure hardware repairs are reported and repair work is completed satisfactorily.
• Updates and maintains spreadsheet of computer inventory.
• Installs anti‑virus software.
• Performs preventative maintenance, including inspecting and cleaning of workstations, printers, and peripherals.
• Tests fixes to ensure problems have been adequately resolved.
• Performs post‑resolution follow‑ups to help requests.
• Evaluates documented resolutions and analyzes trends to identify procedures to prevent future problems.
• Creates help sheets and frequently asked questions lists for end users.
• Provides support for special events around the college that may require technology and provides technical assistance at college board meetings.
• Facilitates the proper use of employees’ computers and student computer lab facilities.
• Performs shift coverage to facilitate helpdesk operations, such as coverage for coworker vacation/sick time, transfer‑of‑operation to next shift, weekend/summer schedule shift coverage, and other emergencies.
• Performs other duties as assigned.

Associate’s Degree in Computer Science or related field experience required.

• Minimum two years’ experience with personal computer applications preferred.
• Minimum two years’ experience in hardware diagnosis and repair preferred.
• Minimum two years’ experience with applications in a Windows environment preferred.
• Minimum two years working in a computer assistance role preferred.

• Exceptional interpersonal skills, with a focus on rapport‑building, listening, and questioning skills.
• Strong documentation skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user‑friendly language.
• Highly self‑motivated and directed.
• Keen attention to detail.
• Proven analytical and problem‑solving abilities.
• Ability to effectively prioritize and execute tasks in a high‑pressure environment.
• Exceptional customer service orientation.
• Experience working in a team‑oriented, collaborative environment.
• Proficiency in current versions of Microsoft Windows operating systems, Microsoft Office, Ellucian Colleague and other PC products.
• Must be flexible and versatile in work assignments.
• Ability to read, write,…