Help Desk Technician

This position is responsible to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests., * Field incoming help requests in person, via telephone, and email in a courteous, professional, and timely manner using diagnostics utilities and the helpdesk ticket tracking program.

• Monitor system(s) and network(s) performance and relay concerns to appropriate staff.
• Prioritize issues and inputting of requests in the Helpdesk tracking system. Escalate issues, when required, to the appropriate staff.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, maintaining printer operations, and configuring systems and applications.
• Assist in troubleshooting and repair for network issues that arise while working with others as appropriate to achieve effective and efficient solutions.
• Troubleshoot, repair, configure, and provide maintenance for all hardware and software systems College-wide as related to desktop/media deployments.
• Provide hands-on assistance and fixes for all technical-related issues for College satellite campuses.
• Test solutions to ensure issues are adequately resolved and perform post-resolution follow-ups to help requests.
• Record, track, and document the Helpdesk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
• Ensure cabling and wire management meet departmental standards and assist in the installation of network cabling within the College as needed.
• Set up and maintain all media equipment including media setups with audio and video equipment and classroom video equipment. Demonstrate technical operation of audio-visual equipment as needed.
• Assist in the documenting and tracking of all network managed, e.g., switches, bridges, routers, firewalls, and servers in both application and infrastructure.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolutions.
• Assist in the support and maintenance of the wireless network.
• Perform cyber security analysis and protection on servers and computers.
• Work in conjunction with management in the planning for upgrades to the network infrastructure.

OTHER FUNCTIONS:

• Perform preventative maintenance, including checking and cleaning of workstations, printers, projectors, conference equipment, and peripherals.
• YouTube live College events such as ground-breakings, state of the College addresses, new student orientation, and graduations.
• Assist in maintaining the security of confidential data.
• Maintain communication with contracted vendors and service providers.
• Maintain knowledge of appropriate software and hardware used and supported by the College.
• Support other staff functions of the Information Technology Department.
• Keep work and storage areas clean, organized, and safe.
• Maintain and develop work-related knowledge, skills, and competencies related to the job through professional and cross-training opportunities.
• Attend all required meetings and training.
• Perform additional grade-level support duties as assigned.

• Associate Degree in Information Technology required.
• Two (2) years of work-related Microsoft office application support experience required.
• Prior work performance must have met or exceeded appropriate work standards.
• Valid driver’s license required.

PREFERRED QUALIFICATIONS:

• Bachelor’s Degree in Information Technology preferred

Physical Demands:

• Prolonged sitting
• Frequent standing/walking or otherwise moving around campus
• Repetitive finger/hand movements
• Occasional lifting up to 20 lbs.
• Occasional bending

Audible Demands:

• Ability to communicate orally and hear conversation

Pulled from the full job description Health insurance Retirement plan Paid time off Vision insurance Dental insurance Life insurance Employee assistance program, Visual Demands:

• Use of computer and internet/internet-based systems
• Reading and preparing documents, reports, presentations, etc.

Environmental Conditions:

• Work is primarily conducted in a typical indoor office environment with appropriate lighting, noises, and temperature control.

Hazards:

• Minimal risk of injury or work-related illnesses.

Successful candidate will be required to obtain/provide the following clearances prior to hire:

• PA Child History clearance
• PA Criminal Record Check clearance
• FBI Federal Criminal History Record

Westmoreland County Community College is an EEO/AA Employer

Job Type: Full-time

Pay: $18.10 per hour

Benefits:

• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance