Technician – Student Help Desk

Additional Information

• Agency Logo:
• Requisition ID: INF02RC
• Number of Openings: 2
• Advertised Salary: $50,960/yr
• Shift: Variable
• Posting End Date: Oct 22, 2025

This job is a full time, benefited, FLSA Non-exempt position in the Technology and Operations Division that reports to the Coordinator of Student Help Desk. This position's primary location will be the Lawrenceville Campus.

Salary:Targeted salary is commensurate with education and experience not to exceed the budgeted amount of $50,960 per year.

Minimum Qualifications (Job Code 80037 Category 1)

Associate's degree *and* three (3) years of work-related experience.

Note: Experience may substitute for the degree on a year-for-year basis.

Schedule:

Tuesday – Thursday 8:00am – 5:00pm, Friday and Saturday 8:00am – 4:00pm

or

Monday – Thursday 9:00am – 6:00pm, Friday 8:00am – 4:00pm

Preferred Qualifications:

In addition to the minimum qualifications, Bachelor's degree from an accredited college in Computer Science or a computer-related area and/or additional industry certifications, Industry certifications, such as CompTIA A+ and CompTIA Network preferred.

Job Description Summary:

Under general supervision, assists students with account access issues, installs education related software on student computers or mobile devices and performs all functions according to established specifications. Troubleshoots problems and provides customer assistance and training. Determines technology needs of internal and external customers and recommends solutions to meet their needs. May coordinate the division's satellite and two-way interactive video activities.

Duties/Responsibilities:

Percentage of Time:

Assist student's with account access issues (Performed by all incumbents)

• Assists students with account access issues related to passwords or multifactor authentication

• Troubleshoot Student logon access to campus and lab computers

• Support other student facing departments with student account access or other technology issues

• Troubleshoot other account creation issues

30%

Provides assistance to students with personal computer hardware, and software (Performed by all incumbents)

• Assist students in setting up email account access on personal computer or mobile devices
• Install Microsoft Office 365 and other education related software on student computers or mobile devices.
• Scan, detect and eliminate malware, and viruses on student computers or mobile devices.
• Assist students with performance issues on their computers or mobile devices and make upgrade and maintenance recommendations
• Advise students on cybersecurity best practices related to their computers, mobile devices, and accounts.
• Troubleshoot student issues on Microsoft Office Suite and other education related software on Microsoft Windows or Mac OS
• Requests assistance from upper level technicians when required.
• Suggests efficient new procedures for resolution of problems.

20%

Provides quality service to internal and external customers by addressing problems or issues involving hardware, software or account access through a help desk function. (Performed by all incumbents)

• Answers customer inquiries received in writing, by telephone, or through electronic mail in an appropriate and timely manner; reads communications thoroughly or listens attentively to customers.

• Poses appropriate questions to facilitate problem determination and applies analytical or research techniques and judgment to isolate or clarify problems, gauge severity and establish priority.

• Assumes responsibility for assignment until customer problem is resolved or reassigned.

• Resolves problems or escalates more difficult issues to appropriate division personnel. Identifies outside resources, where appropriate, and assists customers to access those resources.

• Responds to customer follow-up inquiries in a timely manner and keeps customer updated on resolution progress.

• Verifies problem resolution with customer to ensure customer satisfaction according to division guidelines. Utilizes customer evaluations to implement service improvements.

• Enters all required problem information into a tracking system in accordance with prescribed procedures.

• Provides problem tracking reports to managers and customers as requested.

• Post solutions and suggestions on Web page for benefit of other users.

20%

Displays a high level of effort and commitment to performing work; operates effectively within the organizational structure; demonstrates trustworthiness and responsible behavior. (Performed by all incumbents)

• Demonstrates eagerness to learn and assume responsibility; seeks out and accepts increased responsibility; displays a "can do" approach to work.
• Shows persistence and seeks alternatives when obstacles arise; seeks alternative solutions; does things before being asked or forced to by events.
• Works within the system in a resourceful manner to accomplish reasonable work goals; shows flexibility in response to process change and adapts to and accommodates new methods and procedures.
• Accepts direction and feedback from supervisors and follows through appropriately.
• Works when scheduled; begins and ends work as expected; calls in according to policy when arriving late for work or when absent; observes provisions of Fair Labor Standards Act; observes policies on break and lunch periods; uses work time appropriately.

20%

Facilitates other projects as assigned.

10%

Physical Demands:

Frequency

(N)Never, (O)Occasionally or (C)Constantly

Requires operation, access, or control of financial resources.

N

Requires having a P-Card.

N

Driving is a responsibility of this position.

O

This position will have direct interaction or care of children under the age of 18 or direct patient care.

O

This position will have Security Access (e.g., public safety, IT security, personnel records, patient records, or access to chemicals and medications).

O

This position is a stationary position, often standing or sitting for prolonged periods with or without reasonable accommodation.

O

This position requires moving about to accomplish tasks or moving from one worksite to another with or without reasonable accommodation.

C

This position requires the ability to adjust or move objects up to 15 pounds in all directions with or without reasonable accommodation.

C

This position requires the ability to repeat motions that may include the wrists, hands and/or fingers with or without reasonable accommodation.

C

This position requires the ability to operate machinery and/or power tools with or without reasonable accommodation.

O

Operating motor vehicles or heavy equipment with or without reasonable accommodation.

O

Noisy environments.

O

Medium work that includes moving objects up to 50 pounds with or without reasonable accommodation.

C

Light work that includes moving objects up to 20 pounds with or without reasonable accommodation.

C

Heavy work that includes moving objects up to 100 pounds or more with or without reasonable accommodation.

O

Work in outdoor elements such as precipitation and wind.

O

Assessing the accuracy, neatness and thoroughness of the work assigned.

C

Equal opportunity and decisions based on merit are fundamental values of the Technical College System of Georgia (TCSG). The TCSG State Board prohibits discrimination on the basis of an individual's age, color, disability, genetic information, national origin, race, religion, sex, or veteran status ("protected status"). No individual shall be excluded from participation in, denied the benefits of, or otherwise subjected to unlawful discrimination, harassment, or retaliation under, any TCSG program or activity because of the individual's protected status; nor shall any individual be given preferential treatment because of the individual's protected status, except the preferential treatment may be given on the basis of veteran status when appropriate under federal or state law.

Gwinnett Technical College is an equal opportunity employer. All employment processes and decisions, including but not limited to hiring, promotion, and tenure shall be free of ideological tests, affirmations, and oaths, including diversity statements. The basis and determining factor for such decisions should be that the individual possesses the requisite knowledge, skills, and abilities associated with the role, and is believed to have the ability to successfully perform the essential functions, responsibilities, and duties associated with the position for which the person is being considered. At the core of any such decision is ensuring the institution's ability to achieve its mission and strategic priorities in support of student success. The following person has been designated to manage inquiries regarding the non-discrimination policies: Lisa Richardson, Title IX, and Section 504 Coordinator, 5150 Sugarloaf Parkway, Building 100/A, Room 515, Lawrenceville, GA 30043, , .

Associate's degree *and* Two (2) years of work related experience Note: Experience may substitute for the degree on a year-for-year basis.