IT Helpdesk

IT Helpdesk position reports to the Helpdesk Coordinator; this position provides frontline assistance to the students, faculty, and staff of the college. Helpdesk staff are the first point of contact for users facing system issues. Candidates provide support related to computer systems, software, and hardware. Addressing user’s issues in timely and professional manner, helpdesk staff are responsible for answering phone calls, assisting walk-in clients, and addressing tickets submitted by users. Interacting with both clients and the technicians of the IT Team, helpdesk staff must communicate clearly and precisely and be able to articulate well in both verbal and written communication. Applying critical thinking skills, listening attentively, and asking probing questions to create helpdesk tickets is the primary role of the helpdesk staff.

Creates and responds to customer service requests arriving via ticketing system, phone calls, walk-ins and emails, troubleshoots basic technical issues and documents work in ticketing system, escalates tickets based on tier system, deals with variety of issues each day; should know basics like connecting devices, troubleshooting network printers, ability to diagnose and resolve basic pc issues, performing password resets etc., performs remote troubleshooting through diagnostic techniques and pertinent questions

Additional Comments 
These are temporary, part-time positions. Please review Agency Specific Application procedures for our required application procedures.
    
We regret that due to the volume of applications we receive, we are unable to respond to candidates individually regarding the status of their application or the status of the interview process.