IT Service Desk Technician

Compensation:

$18.87 - $23.58

Compensation Type:

Hourly

Employment Type:

Regular

Scheduled Weekly Hours:

40

Grade:

NE09

Department:

IT Support

Position Summary

Performs specialized duties with the assistance of information technology end users. Must be committed to serving a diverse college community. Actively participates in and contributes to continuous quality improvement.

Duties & Responsibilities

• Provide first contact technical support to the SFCC Community over the phone, via email, in person, or utilizing remote tools.
• Provide first contact support for services, software, and technologies identified in the OIT Service Catalog.
• Document, track and monitor customers’ requests in the OIT ticketing system. Provide follow up to customers’ requests to ensure proper response and satisfactory resolution.
• Coordinate with other OIT team members and departments to resolve customer problems.
• Troubleshoot and resolve problems to satisfy tickets, work orders, and incidents. Complete necessary research and on the job training to resolve tickets, work orders, and incidents in a timely and efficient manner.
• Perform diagnostic tests and troubleshooting to identify customer issues.
• Assist in the development of technical documentation and knowledge base articles effective in quickly addressing customers’ requests.
• Educate customers on procedures for resolving or preventing recurrence of technical problems.
• Discuss technical issues with customers in non-technical and comprehensible terms, while maintaining a customer service focus.
• Assists in the creation and implementation of new technology related processes.
• Ability to evaluate and implement new and replacement technologies.
• Attend educational programs, workshops, and seminars to learn new developments in the IT industry.
• Operate, support, and work with equipment, such as smartboards, projectors, computers, thin clients, servers, printers, tablets, phones, and other devices.
• Support and maintenance of audio-visual equipment.
• Completes OIT related support for large events, such as conferences, graduations, and departmental meetings.
• Interact with printer vendors for maintenance and supplies.
• Provide account support for students, staff, and faculty including Active Directory, Banner, Workday, and other systems.
• Repair or replace non-functional Service Desk hardware.
• Perform new initiatives, change management, and project duties as assigned.
• Perform other duties as assigned.

Work Hours

• 8 am to 5 pm Monday – Friday. Weekend and evening work may be required occasionally.

Physical Demands

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Approximate percentages of other activities:
• Standing 40%
• Walking 20%
• Sitting 40%

Instructions to Applicants:

Please add the following documents to your application in the "Resume Drop Box" section of your application:

• Resume
• Cover Letter
• Unofficial Transcripts (Official transcripts will be required upon hire.)

Best Consideration Date: [12/30/2024]

Minimum Qualifications:

Minimum Qualifications:

• High School Diploma or equivalent
• Four (4) years experience in help desk, customer service, desktop, or applications support, with troubleshooting hardware and peripherals, with basic computer hardware support, basic computer software concepts, Microsoft Office, and Microsoft Windows operating system.
• Equivalent related experience may be substituted for education on a year-for-year basis.

OR

• Associate Degree from an accredited institution.
• One (1) year experience in help desk, customer service, desktop, or applications support, with troubleshooting hardware and peripherals, with basic computer hardware support, basic computer software concepts, Microsoft Office, and Microsoft Windows operating system.
• Equivalent related experience may be su