Service Desk Tier I Technician I

3 weeks ago

Williamsport, United States Pennsylvania College of Technology Full time
Overview

The Service Desk Tier I Technician I is the first point of contact for students, faculty and staff seeking technical assistance for campus technology issues. This person serves as members of the Penn College ITS Technical Support Team by following documented procedures to provide technical support. They are vital in maintaining the smooth operation of the Penn College ITS Service Desk.

Schedule: Candidates must be available to work between 8 a.m. and 12 p.m. on Mondays, Tuesdays, and Thursdays.

Qualifications

EDUCATION
  • Current enrollment as a Penn College student in an IT related discipline. Required
EXPERIENCE
  • One year of college or equivalent work experience. Required
ABILITIES AND SKILLS
  • Must have a friendly presence, professional demeanor, and helpful attitude. Required
  • Must have strong interpersonal skills and ability to work well with others. Required
  • Must have good phone skills and ability to provide technical support over the phone. Required
  • Must have good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it Required
  • Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations. Required
  • Ability to work responsibly with or without direct supervision. Required
  • Working knowledge of common operating systems and software applications found in Penn College ITS computer facilities. Required
  • Familiarity with equipment found in Penn College ITS computer facilities. Preferred


Responsibilities

Be present and visible at the Service Desk and available to users requiring technical assistance. Respond to questions from callers and walk-ins; assist in person with problems in the computer labs. Learn fundamental operations of commonly used software, hardware, and other equipment. Follow standard Service Desk operating procedures; accurately log all Service Desk contacts using call tracking software. Accept general responsibility for the computer labs and ensure that it is ready for use; stock paper and toner in printers, push in chairs, restart frozen computers, etc. Attend all Service Desk training sessions. Become familiar with available help resources; stay updated on campus technology changes or problems. Become familiar with Penn College ITS policies, procedures, services, and staff. Direct calls to appropriate Penn College ITS staff as necessary. Maintain discipline and decorum at the Service Desk and computer lab areas. Assist at the Penn College ID Center. Physical Standards and Special Job Features

Must be capable of lifting or carrying computer hardware components not to exceed 40 lbs.

Pay Transparency

Hourly rate is $10.00.

College Statement

This is not a complete itemization of all facets of this position. This job description is not an employment agreement or contract. The College has the exclusive right to alter this job description at any time without prior notice.

EEO Statement

Penn College is committed to equal opportunity and the diversity of its workforce.

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