The Helpdesk Technician provides remote technology support to students, employees, and campus stakeholders at Clark State College. In this role, the technician performs troubleshooting and support for various technology-related systems, network devices, and other systems or hardware needed to support teaching and learning via chat, email, telephone, video, or remote-control software. The technician is also responsible for prompt and professional issue resolution with hardware, software, network and/or applications issues serving Clark State students, faculty, staff, and guests. The technician must document all work in a help desk ticketing system. All duties shall be performed in a customer-service oriented, timely, efficient, and professional manner. This position may be remote or on campus.
RELATIONSHIPS AND CUSTOMERS
ESSENTIAL DUTIES AND RESPONSIBILITIES
1.
Acts as primary point of contact for incoming technology support requests via a variety of collaboration and support methods, including chat, email, telephone, and video.
2.
Provides customer support by answering questions and resolving problems with the installation,
configuration, and use of computer systems and commercial and educational software packages.
3.
Works with other members of IT and college personnel to escalate issues or provide assistance as needed.
4.
Documents all work, assignments, tasks, and activities in a help desk ticketing system and provides consistent, timely, and accurate communication at all times.
5.
Engages in appropriate professional development to maintain skills commensurate with the needs of the College as defined by supervisor
6.
All other duties assigned by supervisor.
-
Associate's degree in a technology related field required. A high school diploma or equivalent with requisite experience will be considered in lieu of Associate's degree.
-
Minimum of three years’ experience in personal computer maintenance and support is required
-
Two years of experience in an enterprise networked environment strongly preferred
-
Three years of experience in a customer service environment providing support to a diverse group of constituents, focused on high-quality interactions required.
SKILLS AND ABILITIES
-
Demonstrated ability to provide computer hardware and software support using a variety of remote tools and techniques.
-
Excellent customer service skills required.
-
Ability to work effectively with difficult, disgruntled, or upset customers
-
Must be able to work days, evenings, weekends, and holiday shifts as required
CERTIFICATES, LICENSES, REGISTRATIONS
-
Professional development and/or relevant industry certifications
LANGUAGE SKILLS
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
REASONING ABILITY
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
PHYSICAL DEMANDS
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to walk. The employee is occasionally required to stand; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.
WORK ENVIRONMENT
While performing the duties of this job, the employee is occasionally exposed to risk of electrical shock. The noise level in the work environment is usually quiet.