Helpdesk Technician

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 forsettingup andconnectingall College-owned end user hardware,includingbutnot limited to desktop PCs, laptops,mobile devices, peripheral devices,andprinters
Manage and maintain software applicationsonall College-owned end userdevices
Implement, update, and manage modernsystemimaging processes toimprovehardware rollouts
Install, manage,andmaintain classroom audio/visualequipment,aswellas digital signage
Diagnose allhardware andsoftwareissuesin the endusercomputing environment
Document and maintain an accurate and up-to-dateinventoryof hardwareand software, includingmoves,additions,deletions,and procedures.
Provide assistancewithteleconferencing,collaboration sessions, events,and online meetings
Analyze,review, andresolveIT help desk requestswithinServiceLevel Agreement(SLA)conditions
Prioritize and escalatehelpdesk requests to theproperteamwithin SLAconditions
Provide professional, timely,and courteous customer support
Work closelywiththeITOperations team andERPSystemsteam to support college andITneeds
Serveasa backup tootherITSupport teammembers

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 strongcomputerand technology skills.
Demonstrate technicalproblem-solving abilities.
Mustbeaself-starter abletowork alone andinateam-basedenvironment.
Ability to effectivelypresent information andrespond to questionsfromstudents, employees andcommunity.
Effectiveorganizational skills, written, and oral communicationskills.
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 and 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.

Education and Experience Requirements:
Associate's Degree in Information Systems, System Administration, Network Administration, or related field
Minimum of two years of experience with fundamental networking principles and system management
Minimum of two years of experience with administering operating system software, such as Microsoft Windows and Linux
Minimum of two years of experience with hardware vendors such as Apple, Dell, and HP
A Bachelor's degree in Information Systems or Computer Science is preferred
Industry standard IT certifications are preferred (CompTIA, Cisco, ISC, etc.)

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.

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