Student Employment/Federal Work Study Recipient -Technology Help Desk

Overview

POSITION SUMMARY: Responsible for providing support within Technology Services. Provide an exceptional customer service experience to both internal and external customers throughout every interaction.

REASONABLE ACCOMMODATIONS/ADA: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Responsibilities

ESSENTIAL JOB FUNCTIONS (Other duties may be assigned)

(100%) Technology Support

• Duties to include but not limited to; provide Tier I support at the Help Desk, assist with equipment placement, asset management, and inventory documentation.
• Assist with departmental upkeep and organization.
• Help users with basic computer and software problems.
• Assist with equipment setup for college events.
• Serve as first point of contact for staff, students, and instructors seeking technical assistance with software and hardware related issues over the phone, email, or in person.
• Support daily operations in the classrooms and meeting rooms, including connections to remote sites.
• Utilize the Help Desk ticketing system to document issues, and provide troubleshooting, and resolutions.
• Work with staff and students to provide exceptional customer service to end users. Other duties as assigned.

Qualifications

EDUCATION AND EXPERIENCE:

• High school diploma or equivalent required.
• Must be enrolled in a program pursuing a minimum of six credits per semester.
• Prior customer service and/or computer support experience is preferred but not required.

CERTIFICATIONS, LICENSURE, REGISTRATION:

• None

KNOWLEDGE, SKILLS, AND ABILITIES:

SKILLS:

• Proficient in Microsoft Office suite (Word, Excel, PowerPoint, Outlook, etc.)
• Excellent written and verbal communication skills.
• Strong organizational and time-management skills.
• Effective interpersonal skills and customer service skills.
• Strong critical thinking and problem-solving skills.

ABILITIES:

• Adapt quickly to new and changing technology.
• Perform work accurately and thoroughly, with a high level of accountability and attention to detail.
• Work independently, as part of a team, and/or with minimal supervision.
• Present self in a professional, ethical, and respectful manner at all times.
• Use discretion and maintain a high level of confidentiality.
• Prioritize and manage multiple projects or tasks, maintaining deadlines.
• Establish and maintain effective working relationships and relate successfully with staff, students, and all stakeholders.

PHYSICAL DEMANDS/WORK ENVIRONMENT:

• While performing the duties of this job, the employee is regularly required to sit and talk or hear.
• The employee frequently is required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms.
• The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl.
• The employee must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Work environment may require multi-tasking.
• The noise level in the work environment is usually moderate.

CONDITION(S) OF EMPLOYMENT:

• Employment conditional on completion of a Background Information Disclosure (BID) with the results acceptable to the College.
• Student success always comes first, and it is expected that the student maintains average grades while employed. Failure to do so may result in their student help position being discontinued.
• Students must be active and enrolled in a minimum of 6 credits per semester and/or enrolled in an academic program.

This job description is designed to cover the basic functions of the job and is not considered a detailed description of every job duty that is required, other duties may be assigned as needed. Duties, responsibilities, and activities may change at any time with or without notice to ensure the successful delivery of organizational objectives.