Help Desk Operator

Help Desk Operator


Pitt Community College
1986 Pitt Tech Road
Winterville, NC 28590
Phone: 252-493-7200

Job Location

Main Campus, Winterville, NC 28590


Depends upon Qualifications


State of NC Full Time Benefits

Job Category

  • Technical/Paraprofessional

Application Period

Opens: Monday, May 23, 2022
Closes: Sunday, June 26, 2022

Target Start Date

Sunday, July 17, 2022

Expected Work Hours


Reports to

Supervisor of IT Support and Security Services

Employment Type

Full-Time Position

Minimum Qualifications

Minimum requirement is at least an Associate’s Degree, prefer in Information Technology, with a general knowledge of computers with some technical skill; or any equivalent combination of education, training, certifications and experience which provides the required skills, knowledge, and abilities to perform the duties specified.


Must possess excellent communication and interpersonal skills and the ability to record information quickly and correctly.   Experience and/or training involving technical support of personal computers and peripherals is preferred, but not required.  Working knowledge of Microsoft Office, Windows, Gmail and Moodle is a plus.


Preferred Qualifications

Physical Requirements: Tasks involve the ability to exert very moderate physical effort in light work, typically involving some combination of stooping, kneeling, crouching and crawling, and which involves some lifting, carrying, pushing and/or pulling of objects and materials of moderate weight (up to 30 pounds). Tasks may involve extended periods of time at a keyboard or workstation.

Data Conception:  Requires the ability to compare and/or judge the readily observable functional, structural or compositional characteristics (whether similar to or divergent from obvious standards) of data, people or things.

Interpersonal Communications:  Requires the ability of speaking and/or signaling people to convey or exchange information.  Includes receiving direction and instruction from supervisor.

Language Ability:  Requires ability to read a variety of policies and procedures, technical manuals and diagrams, etc. Requires the ability to prepare technical reports and diagrams, records, etc. with proper format, punctuation, spelling and grammar, using all parts of speech.  Requires the ability to speak with and before others with poise, voice control and confidence.

Intelligence:  Requires the ability to apply principles of logical thinking to define problems, collect data, establish facts and draw valid conclusions; and to deal with several abstract and concrete variables. Requires the ability to learn and understand relatively complex principles and techniques; to make independent judgments in absence of supervision; to acquire knowledge of topics related to primary occupation.  Must have the ability to comprehend and interpret received information.

Verbal Aptitude:  Requires the ability to record and deliver information, to explain procedures, to follow and give verbal and written instructions; and to teach co-workers. Must be able to communicate effectively and efficiently in a variety of technical and/or professional languages including computer technology, computer networking, computer programming, etc.

Numerical Aptitude:  Requires the ability to perform moderately complex algebraic and geometric operations and the ability to utilize principles of basic probability and statistical inference.

Form/Spatial Aptitude:  Requires the ability to inspect items for proper length, width and shape, and visually read various information.

Motor Coordination:  Requires the ability to coordinate hands and eyes using office machinery to operate motor vehicles.

Manual Dexterity:  Requires the ability to handle a variety of items, keyboards, office equipment, control knobs, buttons, switches, catches, tools, etc.  Must have moderate levels of eye/hand/foot coordination.

Color Discrimination and Visual Acuity:  Requires the ability to differentiate colors and shades of color; requires the visual acuity to determine depth perception, peripheral vision; preparing and analyzing written or computer data, etc.

Interpersonal Temperament:  Requires the ability to deal with people beyond giving and receiving instructions. Must be adaptable to performing under stress when confronted with emergency situations or tight deadlines. The worker may be subject to danger or risk to a slight degree or to tension as a regular, consistent part of the job.

Physical Communications:  Requires the ability to talk and hear: (talking: expressing or exchanging ideas by means of spoken words; hearing:  perceiving nature of sounds by ear).


The work performance of non-supervisory personnel of Pitt Community College is routinely evaluated according to the performance criteria outlined herein: 

Knowledge of Job:  Has thorough knowledge of the methods, policies, and procedures of the Information Technology and Services Department as they pertain to the performance of duties of the HelpDesk Operator. Has considerable knowledge of principles and practices of providing technical support to Pitt Community College. Has working knowledge of the laws, ordinances, standards, and regulations pertaining to the essential duties and responsibilities of the position. Is able to provide effective user assistance. Is skilled in troubleshooting and classifying hardware and software problems.  Has knowledge of the standard tools, materials and practices of the industry. Is skilled in the care and use of required tools and equipment. Is able to read and interpret technical materials pertaining to the responsibilities of the job. Is able to assemble and analyze information and make written reports and records in a concise, clear and effective manner. Has working knowledge of the organization of the department, and of related departments and agencies. Has clear knowledge of any occupational hazards and adheres to any safety precautions inherent in performing the essential functions of the work. Has working knowledge of terminology and related professional languages used within the department as they pertain to work responsibilities. Has knowledge of how to maintain cooperative and effective relationships with intra- and inter-departmental personnel, as well as any external entities with which position interacts.

Quality of Work:  Maintains high standards of accuracy in performing duties and responsibilities. Exercises immediate remedial action to correct any quality deficiencies that occur in areas of responsibility. Maintains quality communication and interaction with intra- and interdepartmental personnel, and any external entities with which position interacts.

Quantity of Work:  Performs described Essential Functions and related assignments efficiently and effectively in a manner to produce a quantity of work which consistently meets established standards and expectations.

Dependability:  Assumes responsibility for completion of assigned functions. Completes assigned work within established deadlines in accordance with directives, policies, standards, and prescribed procedures. Maintains accountability for assigned responsibilities in the technical, human and conceptual areas.

Attendance:  Attends and remains at work regularly and adheres to policies and procedures regarding absenteeism and tardiness. Provides sufficient notice to upper management with respect to vacation time and leave requests.

Initiative and Enthusiasm:  Exhibits an enthusiastic, self-reliant and self-starting approach to meet job responsibilities and accountabilities. Strives to anticipate work to be accomplished, and initiates appropriate and acceptable action for the completion of work with a minimum of supervision and instruction.

Judgment Exercises analytical judgment in areas of responsibility. Identifies issues or situations as they occur and specifies decision objectives. Identifies or assists in identification of alternative solutions to issues or situations. Implements decisions in accordance with prescribed and effective policies and procedures and with a minimum of errors. Seeks expert or experienced advisement where appropriate, and researches issues, situations, and alternatives prior to exercising judgment.

Cooperation:   Accepts supervisory and managerial instruction and direction, and strives to meet the goals and objectives of same. Questions such instruction and direction when clarification of results or consequences is justified, i.e., poor communications, variance with established policies and procedures, etc. Offers suggestions and recommendations to encourage and improve cooperation both intra- and inter-departmentally.

Relationships with Others:  Shares knowledge with managers, supervisors and co-workers for mutual benefit. Contributes to maintaining high morale among all employees. Develops and maintains cooperative and courteous relationships both intra- and inter-departmentally, and with external entities with whom position interacts. Tactfully and effectively handles requests, suggestions, and complaints in order to establish and maintain good will. Emphasizes the importance of maintaining a positive image.

Coordination of Work:  Plans and organizes daily work routine. Establishes priorities for the completion of work in accordance with sound time-management methodology. Avoids duplication of effort. Estimates expected time of completion for work elements, and establishes a personal schedule accordingly. Attends required meetings, planning sessions and discussions on time. Implements work activity in accordance with priorities and estimated schedules.

Safety and Housekeeping:  Adheres to all established safety and housekeeping standards, to include regulatory entities. Ensures such standards are not violated.

Position Description

Under general supervision, this position is responsible for triaging software, computer, email, and network related issues, documenting and tracking work and helpdesk requests, maintaining liaison with customers to communicate the status of their requests and performing general office duties. Reports to the Supervisor of IT Support and Security Services. Performs other duties as directed.

Interacts and communicates with various groups and individuals including immediate supervisor, co-workers, staff, and the general public.

Provides support for audio/visual and teleworking technologies including live streaming and video conferencing.

Provides support for College-wide Intellikey door lock system, including assistance with issuing of renewal of keys and the associated database.

Gathers information concerning user’s situation; diagnoses problems of the computer; refers to documentation or external resources to resolve situations. 

Documents and tracks work requests generated and instructs HelpDesk operators on determining and accurately implementing work order prioritization and follow up for requests.

Assists and coordinates daily responsibilities between other members of the OITS division and the Department Coordinator.

Creates and maintains support tools to assist with work order creation and status tracking (e.g. flowcharts, checklists, HelpDesk support via the web, etc.) and prepares or processes various records and reports.

Operates a variety of office equipment such as but not limited to computer, printer, telephone, calculator, mobile devices, audio visual equipment, etc.

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