<p>Workweek</p> <p>40 Hours | Flexible schedule to meet department needs to include evenings and weekends.</p> <p>Position Summary</p> <p>Help desk Specialist is the face of the IT department to both students and employees. As a primary responder for Level 1 support and using a high degree of professional communication and active listening skill, this position tactfully and professionally assists end-users who contact the Help Desk needing a variety of technical support.</p> <p>Essential Job Functions and Responsibilities</p> <ul> <li>Provide Level 1 first-point-of-contact telephone, email, and in person support for the College and its satellite location(s), immediately solving issues if possible </li><li>Provide Level 1 first-point-of-contact telephone support for student technology issues immediately solving issues if possible </li><li>Resolve technical issues as trained and able, in an efficient way and to provide the highest level of customer service </li><li>Escalate priority issues to the appropriate IT administrator </li><li>Provide support to faculty, staff, and students utilizing the established departmental services and service level standards. Use remote access to troubleshoot and remediate desktop hardware, software, and network connectivity issues </li><li>Utilize departmental technical support tools to their fullest extent and develop/maintain knowledge database within the Help Desk system for common issue resolutions within the College's technology environment </li><li>Identify trends in issues being reported to the Help Desk and recommend to supervisor innovative and creative solutions to solve recurring Help Desk calls </li><li>Use Help Desk ticket system to create, dispatch, or reassign tickets to the appropriate IT staff member or work queue </li><li>Ensure that tickets are being entered appropriately, or corrected if needed, according to ticket system guidelines </li><li>Assist the department with major projects, such as desktop software and hardware inventory processes, equipment exchange, etc. </li><li>Follow communications guidelines of the department to provide consistent messaging on behalf of the department </li><li>Follow the College's policies and guidelines regarding technology security, data security, user and data confidentiality, and acceptable use of IT data, equipment, and systems </li><li>Provide Help Desk best practices training to new IT employees or student employees regarding response, ticket system use, other daily processes, etc. </li><li>Provide new hire onboarding training as requested </li><li>Work collaboratively with others (e.g. colleagues, stakeholders, vendors) to accomplish functions and responsibilities </li><li>Assume additional duties as assigned by immediate supervisor </li></ul> <p>Required Qualifications</p> <ul> <li>High School diploma or equivalent </li><li>Three years customer service experience </li><li>Five years of technical support service experience in Windows/Mac environment </li></ul>