IT Help Desk Assistant

The I.T. Help Desk Assistant shall perform the duties as specified in conformity with policies as specified by the Alabama Community College System Board of Trustees, Federal and State Regulations, and the Drake State Community & Technical College Faculty and Staff Handbook., 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 inquires (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 on-line work-order system, and refer service issues to IT management
• Provide technical support and solve the 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 ticket into on-line 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 imagining 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

PREFERRED QUALIFICATIONS:

• 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, Preference will be given to candidates who can demonstrate through their experiences and accomplishments:
• 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

Pulled from the full job description

• Tuition reimbursement
• Health insurance
• Retirement plan
• Vision insurance
• Dental insurance
• 401(a)
• Wellness program, Salary: Appropriate placement on the Alabama Community College System Board of Trustees Salary Schedule: E5, Grade 06 Salary Range:$28,836-$46,327 (12 months, Non-Exempt)

Salary step placement is based on experience per Drake State’s practice for awarding salary step credits.

Work Hours: 8:00 am - 5:30 pm Monday - Thursday and 8:00 am 12:00 pm on Friday

Applicants must meet the minimum qualifications as indicated on this vacancy notice and must submit a completed application packet in order to be considered for this position. Complete application files must be received no later than the application deadline. Applicants who fail to submit all required information will be disqualified. Only applications received during the open period of this announcement will be considered. Applicants must travel at their own expense. Finalists will be required to provide official transcripts that are mailed directly to the Office of Human Resources at Drake State Community and Technical College from the institution(s) granting the credits. All applicants must have an on-line and completed application packet by the deadline date. All applications received will be screened and interviews scheduled by appointment only. All applicants must adhere to the College’s prescribed interview schedule and must travel at their own expense. Applicants must demonstrate written proficiency in English as part of the on-campus interview process. Drake State Community and Technical College is an active participant in the Employment Eligibility Verification Program (E-Verify). E-Verify electronically confirms an employee’s eligibility to work in the United States as required by the Department of Homeland Security. 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, on the grounds of race, color, disability, gender, religion, creed, national origin, or age, be excluded from participation in, be denied the benefits of, or be subjected to discrimination under any program, activity, or employment. Drake State will make reasonable accommodations for qualified disabled applicants or employees. Drake State reserves the right to withdraw this job announcement at any time prior to awarding. Drake State compiles information about safety and security and publishes an annual report. This report can be found on the website by accessing the crime and safety report link. The link can be found on the Drake State home page by and then selecting the “Campus Security Report” link. A copy can also be obtained by contacting the Director of Operations at 256-551-5210.

The College reserves the right to fill the position within (120) days of the job announcement stated closing date or to not fill the position due to budgetary or operational considerations. Further, the College reserves the right to fill more than one position in the same job classification should another vacancy occur during the search process.

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