Help Desk Representative

Under the general supervision of the Customer Service Manager, the Help Desk Representative provides exceptional customer service and technical support to students, faculty, staff, and members of the public. This position serves as a key point of contact for the College, assisting customers with a wide range of inquiries and resolving technology-related issues to ensure a positive and supportive experience., * Deliver high-quality customer service by assisting students, faculty, staff, and community members with questions, concerns, and requests related to College services and resources.

• Provide first-level help desk and technical support, including troubleshooting computer and technology issues, identifying solutions, and escalating complex problems when appropriate.
• Respond to inquiries regarding academic programs, courses, certificates, student services, and College procedures.
• Assist students with navigating processes related to certificate completion, financial aid, veteran benefits, and other student support services.
• Maintain accurate knowledge of College policies, procedures, programs, and resources to ensure consistent and reliable information is provided.
• Collaborate with colleagues across departments to resolve customer issues and improve service delivery.
• Identify opportunities to enhance customer service processes and contribute ideas that improve operational efficiency and the overall student experience.
• Support the College’s commitment to student success by fostering a welcoming, inclusive, and customer-focused environment.

This position requires strong communication, problem-solving, and customer service skills, along with the ability to effectively assist individuals from diverse backgrounds in a fast-paced environment. Required Education/Experience, Duty and Responsibility: Provides help-desk telephone support and on-going troubleshooting assistance to users regarding information technology and/or hardware, software, and/or other related items. Duty and Responsibility: Provide general information to callers, including faculty, staff, students and the general public. Duty and Responsibility: Collect information to dispatch appropriate technicians or create help desk tickets in response to trouble calls. Duty and Responsibility: Other duties as required by the Supervisor, Support and Training Center.

• Associate’s degree in information technology or a related field, and six (6) months of experience providing user support; or, an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job., Community college work experience, call center or customer facing services experience, strong computer experience including Microsoft Office, strong communication skills, both written and verbal. Preferred experience with Active Directory password resets, data security knowledge., 1. * How many years of customer service experience do you have?
• less than 2
• 2-4
• over 4 2. * Do you have experience with a customer call center or client help desk environment?
• Yes
• No 3. * What is your highest degree attained
• High School / G.E.D.
• Associate’s Degree
• Bachelor’s Degree
• Master’s Degree
• Doctoral