IT Service Desk Technician

** Compensation:
** Salary Grade: CS114 Minimum starting rate: $19.64   Final offer will be based on relevant experience, education, and other applicable factors.
** Compensation Type:
** Hourly
*
* Employment Type:

** Regular
* * FLSA:
** Non-Exempt
** Scheduled Weekly

Hours:

** 40
* * Position Summary
** The IT Service Desk Technician provides help desk support to SFCC end users. Adheres to established processes and procedures for technology support and service delivery. Ensures efficient and effective resolution of technical issues to support the department's operational goals. The IT Service Desk Technician does not supervise others.
** Duties & Responsibilities
*** Provides first-contact technical support to the SFCC Community remotely, over the phone, via email, or in person for software and hardware support and AV equipment maintenance, coordinating with team members and departments to resolve user problems. Provides account support for students, staff, and faculty for college information systems, while troubleshooting, researching, and resolving complex technical issues to satisfy tickets, work orders, and incidents.

Provides technology support for large events, such as conferences, graduations, and departmental meetings.  
• Provides follow-up to users’ requests, incidents, tickets, and work orders to ensure proper response and satisfactory resolution, while also addressing customer complaints and concerns. Educates users on procedures for resolving or preventing recurrence of technical problems and discusses technical issues with customers in non-technical and comprehensible terms, maintaining a strong service focus.  
• Monitors and tracks ticket escalation. Documents and monitors users’ requests in the Office of Information Technology (OIT) ticketing system while assisting OIT staff to develop technical processes, as well as documentation and knowledge base articles, effective in quickly addressing user problems.  
• Repairs or replaces non-functional Service Desk hardware to minimize downtime and enhance the overall productivity of the Service Desk.  
• Participates in OIT project and change management and performs new initiatives. Contributes to the creation and implementation of Service Desk related procedures.  
• Operates, supports, and works with smartboards, projectors, computers, thin clients, servers, printers, tablets, phones, and other devices. Interacts with printer vendors for printer maintenance and to obtain supplies.  
• Attends educational programs, workshops, and seminars to learn new developments in the IT industry.  
• Applicable experience in a higher education setting.  
** Knowledge, Skills, and Abilities
*** Technical Capacity and initiative.
* Strong customer service and client focus.
* Strong problem solving and technical analysis skills.
* Organization skills and ability to manage multiple assignments and
* priorities.
* Strong commitment to privacy and confidentiality.
* Effective oral and written communication skills.
* Knowledge of Microsoft and Macintosh operating systems.
* Knowledge and skills in troubleshooting and configuration of computer hardware, printers, projectors, software installation, system maintenance, and operations.
* Basic knowledge of networking principles.
* Skills in utilizing and deploying Microsoft Office and other applications.
* Knowledge of related ITIL V3 principles and practices.
* Skills with Active Directory object management and group policy.
* Skills in working with SCCM and other client management tools.
* Ability to collaborate with Office of Information technology, as well as the general campus with courtesy, tact, and good judgement.
* ** Physical Demands
*** The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
* Approximate percentages of other activities:
* Standing 40%
* Walking…