Job Description

FT Consolidated Help Desk Analyst II

Salary : $37,218.72 - $47,369.28 Annually

Location : Main Campus - Smithfield, NC

Job Type : Full Time Staff

Job Number : FTCHDAII-9052024

Department : Operations

Opening Date : 09/16/2024

Closing Date : 9/30/2024 11:59 PM Eastern

Recruitment Range : $37,218.72-$47,369.28 Annually

Description

Summary

Provides advanced first-level, customer-oriented Consolidated Help Desk support on all standard operation technologies for the College although not limited from working at other levels of the technology model as needed. Work assignments are usually received from the Consolidated Help Desk or self-initiated. This position provides onsite and remote technical support services of IT and Operational -related devices and software applications. This position works closely with members of the College.   

Knowledge & Responsibilities

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Provide courteous and professional service.
• Maintains the Consolidated Help Desk database system to include queues, reporting, users, updates and configurations for each department.
• Assists faculty and staff both in person, via the telephone, email, or remote assistance software.
• Assists with the check-out/check-in of loaner laptops or other hardware equipment via the Consolidated Help Desk and tracks its progress.
• Provides advanced first-level technical support of hardware, applications, and desktop operating systems for faculty, staff and computer labs via the Consolidated Help Desk.
• Provides understandable directions via the telephone and in written form.
• Provides advanced first-level support for the organizations email system, Colleague system, specialized mission critical applications, and network resources such as directory services via the Consolidated Help Desk.
• Troubleshoots advanced first-level network account and access issues via the directory services and password reset tool.
• Assists with maintaining the Colleges cell phone and hotspot systems.
• Assists with monthly reviews of all associated billing, supply management, purchasing, and compliance.
• Provides advanced first-level technical support for the Colleges telephone voicemail system and phone queue system.
• Maintains the mail distributions, copier totals, software install database, supplies, inventory, P-Card reconciliations, and requisitions creation.
• Assists with training for employees utilizing end user devices and software.
• Enters service requests into the Colleges Consolidated Help Desk database and prepares reports as needed.
• Checks the status of the Help Desks electronic IT Services forms workflow in SharePoint and NeoEd.
• Monitors and analyzes email, tickets, and calls for reporting purposes.
• Answers, researches, or redirects trouble calls for issues requiring specific technical expertise.
• Provides technical assistance on the administration of the Colleges Help Desk database system.     
• Perform quality assurance testing for the Consolidated Help Desk processes, procedures, and equipment.
• Assists with maintaining continuity binders for Consolidated Help Desk policies, procedures, software, cell phones/hotspots, and the Consolidated Help Desk database System. 
• Distributes, collects and maintains database for building, office and college-owned vehicle keys.  
• Performs other duties as assigned.

Supervisory Responsibilities                                                

No supervisory responsibility.

Minimum & Preferred Qualifications

Qualifications:

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 individuals with disabilities to perform the essential functions.

Education Minimum:   Associates degree in Business or related Management/Information technology degree.            

Experience Minimum:  One to three years of experience providing similar help desk/customer support service.

Additional Information

Language Skills                                                       

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  
• Ability to write routine reports and correspondence.   
• Ability to speak effectively before groups of customers or employees of organization.

Mathematical Skills                                                  

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.   
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability                                                      

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  
• Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills                                            

To perform this job successfully, an individual should be proficient in Word, Excel, Power Point, Access, and help desk ticketing systems.

Certificates, Licenses, Registrations 

• None

 Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 While performing the duties of this job, the employee is regularly required to talk or hear.  The employee is frequently required to stand, walk, sit, use hands and fingers, and reach with hands and arms and 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, depth perception, the ability to adjust focus and the ability to determine color.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 The noise level in the work environment is usually quiet.

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