Student Helpdesk Technician

SALARY:$13.00 Hourly

DIVISION:Instruction

DEPARTMENT:Academic Support

OPENING DATE:11/04/20

CLOSING DATE:11/27/20 05:00 PM

OCCUPATIONAL SUMMARY:
The Student Helpdesk Technician is responsible for providing technical assistance and support to students with computer systems, hardware, or software issues. The Student Helpdesk Technician will also respond to level 1 helpdesk tickets, run diagnostic programs, isolate problems, and determine and implement solutions.

This is a part-time, 29 hour per week positionESSENTIAL DUTIES & RESPONSIBILITIES:

• Serves as the first line of communication for receipt of phone, email, web-initiated and walk-in student technology assistance requests
• Performs remote troubleshooting by asking pertinent questions and using diagnostic techniques within department guidelines
• Determines the best solution based on the issue and details provided by students and works with students to implement problem solving processes within department guidelines
• Tracks, routes and redirects tickets to the correct resources; escalates unresolved tickets to the next level of support
• Follows up with students, provides feedback and sees problems through to resolution within department guidelines
• Collaborates with various departments to ensure up-to-date support services for software, hardware and computer systems provided to students
• Participates in appropriate committees and task forces as assigned
• Performs other job-related duties and projects as assigned in support of the College’s mission, core values and goals

MINIMUM QUALIFICATIONS:
High school diploma or equivalent.

Two (2) years’ professional experience in hands-on computer troubleshooting and repair.

Preferred:
Associate’s degree in information systems or other closely related field from a regionally accredited institution of higher learning.KNOWLEDGE, SKILLS AND ABILITIES:Knowledge

• Current systems and standards and their practical application in the academic environment
• Hardware: workstations, peripheral devices (printers, scanners, etc.)
• Software: server operating systems, workstation operating systems, utility and instructional applications and suites

Skills

• Proficiency with Microsoft, MacOs and Chrome operating systems
• Proficiency with file servers, workstations, peripheral devices and common software applications and suites
• Time management and organizational skills to complete jobs within deadlines

Abilities

• Follow oral and written instructions
• Provide high-quality internal and external customer service
• Communicate effectively both verbally and in writing
• Analyze technical issues and user requirements to develop solutions
• Present complex technical concepts in non-technical terms
• Work independently with minimal supervision
• Establish and maintain effective working relationships with those contacted in the course of work
• Commitment to diversity, equity and inclusion; demonstrated ability to work effectively with a culturally diverse workforce, including those with different levels of academic preparation and varying physical and learning abilities, and socioeconomic levels

APPLICATIONS MAY BE FILED ONLINE AT:
https://www.schooljobs.com/careers/cravencc/jobs/2901982/student-helpdesk-technician?pagetype=jobOpportunitiesJobs

800 College Court
New Bern, NC 28562
252-638-7335

hr@cravencc.edu

Position #2020-00070
STUDENT HELPDESK TECHNICIAN
KT