Help Desk Support Specialist

5 days ago

Chula Vista, California, United States InsideHigherEd Full time
Job Summary

We are seeking a highly skilled and experienced Help Desk Support Specialist to join our team. As a Help Desk Support Specialist, you will be responsible for providing technical assistance and support to faculty, staff, administrators, students, and others in the resolution of reported computer or related technical problems or issues.

Key Responsibilities
  • Provide technical assistance and support to users via phone, email, or work order system.
  • Troubleshoot user authentication, multi-factor authentication, user/device-based and perpetual software licensing, district-owned cloud-based web applications, desktop software operation, printer assignments, mobile phone applications, and smart-classroom technical issues.
  • Resolve or refer to appropriate technical staff, explain the problem-solving process to the customer, and guide users in resolving problems.
  • Perform troubleshooting and validation for various software applications, email, network, and printer operations, internet functions, and desktop security issues.
  • Respond to a variety of questions and inquiries.
  • Create and monitor IT system work orders, route unresolved issues to the next level of support work queues, and escalate urgent or emergency situations to supervisor.
  • Document established resolutions, procedures, workflows, diagnostics that may be customer-facing or for internal staff.
  • Maintain a professional demeanor and a positive attitude while managing customer relationships, set expectations for timely resolutions within established policy and procedure.
  • Monitor or execute batch processes for IT automated systems via prescribed operational procedures.
  • Prepare computers and peripherals for deployment or surplus disposal, using flash drives, command line instructions, or other prescribed processes.
  • Stock IT storeroom and warehouse with new hardware, including computers, monitors, and associated cables and parts, coordinate with warehouse staff to track technology orders, and update and maintain inventory logs.
Requirements
  • Strong critical thinking skills.
  • Familiarity with Active Directory or Azure.
  • Experience with a formal work order tracking system, including creating, managing, and routing work tickets into queues.
  • Experience with Microsoft 365.
Working Conditions

Employees work in an office environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Employees may interact with upset staff and/or public and private representatives in interpreting and enforcing departmental or District policies and procedures.

Physical: Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to stoop, bend, kneel, crouch, reach overhead, above shoulders or horizontally, and twist; to push, pull, lift, and/or carry moderate amounts of weight up to 50 lbs.; to operate small hand tools and office equipment requiring repetitive hand movement and dexterity of hands and fingers and fine coordination including use of a computer keyboard and audio visual equipment; and hearing and speaking to verbally communicate to exchange information.

Vision: See in the normal visual range with or without correction to read and to enter and retrieve data. Hearing: Hear in the normal audio range with or without correction.

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