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Help Desk Technician
3 months ago
General Information & Responsibilities:
The Help Desk Assistant provides Help Desk "close on first contact" problem resolution, on-site technical troubleshooting when needed, remote troubleshooting, and technical support for Black Hawk College students, faculty and staff.
Responsible for troubleshooting, problem reporting, and follow up of issues involving mission critical information systems that support the College's business processes and student learning.
Description of Duties:
DESCRIPTION OF ESSENTIAL DUTIES:
- b. Installs, configures and troubleshoots mobile devices.
- c. Installs, configures and troubleshoot all peripheral devices (fax, copier, printers). Provide backup to Desktop Analysts across district
- d. Provides telephone/remote troubleshooting assistance for all computer, phone, network, printing, and related equipment as appropriate during assigned hours.
- e. Responsible for ensuring that all Help Desk communications are captured and tracked in the call desk tracking tool during assigned hours; monitors, documents, and communicates all system outages to the College community during assigned hours.
- f. Works with Desktop Analysts to install, configure and troubleshoot desktop and notebook computers.
- h. Develops and maintains a working knowledge of the current Windows and Macintosh operating system software.
- i. Responsible for managing remote control software and remote support functions of the College and reporting on its usage.
- j. Develops a working knowledge of ITS Help Desk ticketing software; administers, maintains and upgrades the system.
- k. Analyzes tickets to determine patterns and trends; reports on this data quarterly to ITS Desktop Coordinator.
- l. Responsible for maintaining inventory of ITS asset locations campus wide, including but not limited to Computers, Printers, and Servers.
- m. Reports on the state of asset inventory on a quarterly basis to the ITS Desktop Coordinator.
- n. Responsible for events/training as assigned.
- o. Provides complete documentation for completion of all work orders performed.
- p. Provides training for faculty and staff on ITS on College owned computers and systems as needed.
- q. Responsible for managing College-wide print utilization tracking software.
- r. Maintains satisfactory Motor Vehicle Record.
DESCRIPTION OF OTHER DUTIES:
- a. Provide backup to Help Desk Technicians, and Audio Visual and Desktop Analyst College-wide.
- b. Works with vendors outside the College for troubleshooting and repair (both warranty and non-warranty) of College owned assets.
- c. Assists with research and development of College-wide standards for desktop hardware and software.
- d. Assists with development of desktop security standards.
- e. Assists with the research, recommendation, and implementation of new technologies district-wide.
- f. Responsible for developing a Help Desk problem solving knowledgebase for all Help Desk personnel to utilize when responding to calls and for faculty and Staff use
- g. Assists with College-wide software licensing
- h. Performs other job duties as assigned.
OVERALL ACCOUNTABILITIES:
- a. Demonstrates Black Hawk College Core Values.
- b. Accuracy and efficiency of work.
- c. Ability to work as a team player.
- d. Ability to maintain up-to-date job knowledge.
PRINCIPAL WORKING RELATIONSHIPS:
- a. Works directly with the ITS Desktop Coordinator.
- b. Works cooperatively with staff to provide first level technical support.
- c. Works cooperatively with ITS staff to provide second level technical support.
- d. Works cooperatively with district-wide academic and administrative departments using technology supplied by Information Technology Systems (ITS).
- e. Works cooperatively with faculty, staff, and students.
Education & Experience:
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.)
- a. Associate's degree or at least 60 college credit hours required (degree or hours needs to be obtained within 24 months of position acceptance). In lieu of a degree/credit hours, Security + or Network + certification is acceptable.
- b. Minimum of one (1) years of Windows Operating Systems support experience preferred.
- c. Minimum of one (1) years' experience supporting Microsoft Office Tools preferred.
- d. Minimum of one (1) years computer hardware and software troubleshooting experience preferred.
- e. Minimum of one (1) years customer service experience preferred.
- f. Minimum of one (1) years maintaining websites preferred.
- g. Experience with Learning Management systems like Canvas or Blackboard preferred.
- h. Experience working with Mac's preferred.
- i. Experience with high volume help desk/call center preferred.
- j. Experience with some type of call tracking tool preferred.
- k. Demonstrated problem solving skill.
- l. Excell
