Full-time Staff: Help Desk Associate

• Attend to help desk calls (with reference to telephone, PC hardware and software, network systems and applications, etc.), from internal and external customers by providing immediate problem resolution assistance when possible. Otherwise, assign customer problems to appropriate Technology Division staff member(s) or external service providers for follow-up/resolutions.
• Maintain a record of calls and actions taken. Review records of all calls taken by the department in order to become familiar with problems and effective resolutions.
• Maintain user-level knowledge of PC and Mac, a general understanding of administrative applications, the network operating environment and operation of the telephone, phone mail systems and mobile devices.
• Serve as a personal computer technician when necessary, providing onsite troubleshooting of software/hardware problems.
• Provide more in-depth, customized assistance or training to a customer when necessary.
• When needed, plan and implement special projects in support of Information Technology initiatives.
• Perform related duties as assigned.

Education/Training and Experience Required/Preferred

• Associate’s degree in information systems, office systems administration or closely related field and two years work experience in a help desk or similar position which provided a working knowledge of fundamental operations of relevant software, hardware and other equipment; knowledge of relevant call tracking applications; knowledge and experience of customer service practices.
• An equivalent combination of education and experience which provides the knowledge, skills and abilities is acceptable.

Knowledge, Skills and Abilities

• Strong technical aptitude and knowledge of word processing, database, spreadsheet and graphics presentation programs.
• Skills in oral and written communications, designing and conducting individual and group training sessions, telephone answering decorum, in a help-desk environment.
• Ability to quickly learn new applications and pinpoint problems with hardware, software, operating systems, peripherals, etc.; recognize customers’ limited knowledge and need for additional training; effectively train and instruct employees; maintain a high level of motivation; work independently; work under pressure.
• Ability to provide exceptional customer service.

Physical Activity Level

• Light - sit sometimes, walk and stand sometimes, lift up to 25 lbs. occasionally.

• This is a 12-month, full-time, non-exempt position. The hourly rate is in grade 6A of the Staff Salary Schedule. The anticipated hiring range is $17.30/hour - $22.06/hour.
• This position is not eligible for remote work.
• The College offers generous benefits including medical, dental, vision, life insurance, long-term disability, vacation and personal days, along with holiday and sick time. See Benefits for Full-time Staff.
• Please note: The final offer for the successful candidate is targeted to fall within the minimum to the mid-point of the salary range but will be based upon an assessment of internal equity, the unit’s available budget, and the candidate’s qualifications in relation to the minimum and/or preferred job requirement(s).