Help Desk Technician
Job Description
Duties and Responsibilities
Essential Duties and Responsibilities
Provides technical support for Laredo College students and employees via phone, email, and chat. Troubleshoots technical IT issues, installs/removes software, performs account management across multiple systems, and provides prompt, friendly customer services.
Characteristic Duties and Responsibilities
1. Provides first-level technical support for end users via phone, email, and chat.
2. Receives incoming customer requests for application, software, hardware, and telephone support. Utilizes case management to dispatch cases/trouble tickets to appropriate teams via an electronic ticketing system.
3. Creates, edits, tests, and posts articles for the helpdesk support team. Supports IT technical efforts and initiatives to improve end-user computing experience.
4. Provide on-site and remote technical training assistance supporting IT initiatives and projects as needed.
5. Provides user support by creating, maintaining, and troubleshooting network (Active Directory-based) users and resetting passwords on multiple systems for numerous applications.
6. Performs other duties as required.Qualifications/Certifications/Licenses/Skills
NOTICE: Required Documents
To be considered for this position, you are required to upload your unofficial transcript(s). If recommended for this position an official transcript(s) will be required. In addition, if a license or certificate is required for this position, upload proof of your current license/certificate.
Required:- Associate in applied science degree in Computer Information Systems, Data Processing, or related Field.
- One year of experience in a computer helpdesk environment, solving user problems with computer hardware and software.
- Experience in working with MS Windows, Mac OS, mobile devices, computer networking, MS Office Suite, internet browsers, end-point security, Active Directory account management, and permissions management.
- Must be detail-oriented, possess good problem-solving skills, and be able to work both independently and as part of a team.
- ITIL.
Knowledge, Skills and Abilities
- Skills: Customer service, planning and prioritizing, observation and decision-making, organization and time management, emotional awareness and conflict resolution, mentoring and coaching, building and repairing trust.
- Knowledge: Computer hardware, software, systems, and peripherals. Responsibilities, experience, and skills of an IT Helpdesk technician.
- Abilities: Communicate clearly and effectively, both orally and in writing with both technical and non-technical customers.
- Analyze problems and identify solutions.
- Establish and maintain effective working relationships.
- Interpret multiple sets of information to draw accurate conclusions.
Additional Information
Supervision Exercised
N/A
Supervision Received
Technology Support Manager
Physical Requirements
While performing the duties of this job, the employee is regularly required to sit.
The employee is occasionally required to stand, walk, stoop, kneel, or crouch.
The employee must occasionally lift and/or move items weighing up to 50 pounds.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work Environment
Work is performed in a standard office environment.
Work inside a well-lighted and air-conditioned area most of the time.
The noise level in the work environment is usually quiet to moderate.
Safety
Required to work safely and follow safety rules.
Report unsafe working conditions and behavior.
Take reasonable and prudent actions to prevent others from engaging in unsafe practices.
Special Conditions
Immediate supervisor may assign other duties.
May be required to work outside regular working hours, as needed.
May be required to work at a different college work site or campus as needed.
EEO Statement
In compliance with Title VI of the Civil Rights Act of 1964, Executive Order 11246 and Title IX of the Education Amendments of 1972 and Section 504 of the Rehabilitation Act of 1973, Laredo College is open to all persons regardless of race, color, religion, sex, age, marital status, disability, or national origin who are otherwise eligible for admission as students. Furthermore, Laredo College is an Equal Opportunity Employer and no applicant or employee will be discriminated against because of race, color, religion, sex, age, marital status, disability or national origin. This institution will not enter knowingly into any contractual agreement for services or supplies with any firm failing to follow fair employment practices.
Foreign Degrees
Foreign degrees require an evaluation for United States equivalency from an approved stated education agency or having membership with the National Association of Credential Evaluation Services (NACES). Transcripts issued outside the United States of America require a course-by-course analysis with an equivalency statement from a certified transcript evaluation service verifying the degree equivalency to that of an accredited institution within the USA. This report must be attached to your online application at the time of applying. For your convenience, we have provided the following links to assist you in complying with this requirement. However, you may use any other certified transcript evaluation service. http://tea.texas.gov/Texas_Educators/Certification/Out-of-state_Certification/Foreign_Credential_Evaluation_Services/ http://www.naces.org/members.htm
Disclaimer
The above description is an overview of the job. It is not intended to be an all-inclusive list of duties and responsibilities of the job, nor is it intended to be an all-inclusive list of the skills and abilities required to do the job. Duties and responsibilities may change with business needs. LC reserves the right to add, change, amend, or delete portions of this job description at any time, with or without notice. Employees may be required to perform other duties as requested, directed, or assigned. In addition, reasonable accommodations may be made by LC as its discretion to enable individuals with disabilities to perform the essential functions.
*Please mention you saw this ad on CommunityCollegeJobs.*
Search Community College Jobs By State
- Community College Jobs in Alabama
- Community College Jobs in Alaska
- Community College Jobs in Arizona
- Community College Jobs in Arkansas
- Community College Jobs in California
- Community College Jobs in Colorado
- Community College Jobs in Connecticut
- Community College Jobs in Delaware
- Community College Jobs in Florida
- Community College Jobs in Georgia
- Community College Jobs in Hawaii
- Community College Jobs in Idaho
- Community College Jobs in Illinois
- Community College Jobs in Indiana
- Community College Jobs in Iowa
- Community College Jobs in Kansas
- Community College Jobs in Kentucky
- Community College Jobs in Louisiana
- Community College Jobs in Maine
- Community College Jobs in Maryland
- Community College Jobs in Massachusetts
- Community College Jobs in Michigan
- Community College Jobs in Minnesota
- Community College Jobs in Mississippi
- Community College Jobs in Missouri
- Community College Jobs in Montana
- Community College Jobs in Nebraska
- Community College Jobs in Nevada
- Community College Jobs in New Hampshire
- Community College Jobs in New Jersey
- Community College Jobs in New Mexico
- Community College Jobs in New York
- Community College Jobs in North Carolina
- Community College Jobs in North Dakota
- Community College Jobs in Ohio
- Community College Jobs in Oklahoma
- Community College Jobs in Oregon
- Community College Jobs in Pennsylvania
- Community College Jobs in Rhode Island
- Community College Jobs in South Carolina
- Community College Jobs in South Dakota
- Community College Jobs in Tennessee
- Community College Jobs in Texas
- Community College Jobs in Utah
- Community College Jobs in Vermont
- Community College Jobs in Virginia
- Community College Jobs in Washington
- Community College Jobs in West Virginia
- Community College Jobs in Wisconsin
- Community College Jobs in Wyoming