Job Summary

The IT Helpdesk Technician is responsible for triaging and escalating support requests received via phone, in person or email, as well as installing, maintaining, and documenting end user computing devices, printers, applications, and campus audio/visual equipment. The IT Helpdesk Technician is the front line in providing professional and courteous customer service to Mitchell's faculty, staff, and students.

Salary will commensurate with experience.,
Essential Duties and Responsibilities

Respond to customer issues via phone, email, computer chat, walk-ins, and any other form of contact
Management of helpdesk voicemails and creation of tickets for voicemails if necessary
Responsible for setting up and connecting all College-owned end user hardware, including but not limited to desktop PCs, laptops, mobile devices, peripheral devices, and printers
Manage and maintain software applications on all College-owned end user devices
Implement, update, and manage modern system imaging processes to improve hardware rollouts
Install, manage, and maintain classroom audio/visual equipment, as well as digital signage
Diagnose all hardware and software issues in the end user computing environment
Document and maintain an accurate and up-to-date inventory of hardware and software, including moves, additions, deletions, and procedures.
Provide assistance with teleconferencing, collaboration sessions, events, and online meetings
Analyze, review, and resolve IT help desk requests within Service Level Agreement (SLA) conditions
Prioritize and escalate help desk requests to the proper team within SLA conditions
Provide professional, timely, and courteous customer support
Work closely with the IT Operations team and ERP Systems team to support college and IT needs
Serve as a backup to other IT Support team members

Related Responsibilities:
Any other duties as assigned by the IT Support Manager, Chief Information Officer (CIO), Vice President of Accounting/CFO (or equivalent), and the President.

Knowledge, Skills, Abilities, Education and Experience Requirements

Demonstrate strong computer and technology skills.
Demonstrate technical problem-solving abilities.
Must be a self-starter able to work alone and in a team-based environment.
Ability to effectively present information and respond to questions from students, employees and community.
Effective organizational skills, written, and oral communication skills.
Possesses a valid driver's license.
Demonstrate understanding of and commitment to open access community college philosophy, diversity issues, and service technology

Equity in Learning & Employment:
Equity and belonging are crucial to who we are. The College celebrates diversity and inclusion, embracing a broad definition of diversity that includes people of every race, ethnicity, gender, gender identity, sexual/affectional orientation, age, socio-economic status, ability or attributes (visible and invisible), neurodiversity, religious or ethical values system, national origin, political beliefs, veterans, and first-generation college students.

Additional Information

Surroundings/Environment:
Work is generally done in an office environment but will require physically setting up equipment and
peripherals in offices, closets, and classrooms.

Physical Effort:
While performing the duties of this job, the employee must be able to maintain a stationary position for an extended period. The employee must also move around multiple campus locations, and operate, position, and install numerous types of technology, as needed; and frequently communicate with others. The employee may require the ability to lift up to 50 pounds. Working on a ladder may be required.

Scheduling:
This is a full-time position. Normal working hours are Monday through Friday from 8:00am - 4:30pm; however, must be able to work a flexible schedule, with day, evening and weekend hours as needed.

Travel:
Local travel is required, including between campus locations. Occasional travel to conferences and training will be required.