What are the responsibilities and job description for the Help Desk Support Associate position at College of Lake County?
The Help Desk Support provides Tier 1 support to users of computers and related computer equipment throughout the College. Support provided by the Help Desk Support shall include, but not be limited to, the time-sensitive assistance of students, faculty, and staff with the training on and productive operation of hardware and software used by the College. This role reports to the Manager, Help Desk.
Required Qualification(s)
- Bachelor’s Degree or higher OR Associates Degree or higher with six (6) months of experience in an information technology role OR two (2) years of experience in an information technology role, at least one (1) year of which was in a technology support role.
- Effective verbal and written communication skills
- Ability to work effectively with a wide range of customers and a focus on diversity, equity, and inclusion
- Committed to keeping up-to-date with the ever-changing technology landscape.
- Reflect a positive, high-energy and professional demeanor
- Demonstrated ability to work well on and contribute to the high performance of a team
- Demonstrated ability to prioritize and deliver according to deadlines while handling multiple tasks, ability to exercise judgment, handle confidential information, and function with minimal supervision
- Demonstrated excellent organizational abilities and attention to detail
- Ability to explain technical concepts and procedures to non-technical users
- Ability to problem-solve, analyze information to make informed decisions and/or recommendations
- Applies principles of logical thinking to a wide range of intellectual and practical problems.
- Ability to travel between campuses as needed
- Proven ability to work effectively and constructively with persons of diverse cultures, language groups, and abilities; demonstrate sensitivity to and ability to work with the diverse academic, socioeconomic, cultural and ethnic backgrounds of community college students, faculty, and staff, including those with disabilities; establish and maintain effective working relationships with those contacted in the course of work.
Desired Qualification(s)
- Higher Education experience ideally in a community college setting
- An innate focus on students and their success
- Demonstrated ability to build and maintain strong relationships with internal and external stakeholders.
- Video creation/editing experience (Panopto, Adobe Premier, YouTube, etc.).
- Bilingual in English and Spanish
- Strong analytical skills.
- An interest in improving existing processes and procedures on a continual basis.
- Ability to manage projects as needed.
Posting Date
12/13/2024
Closing Date
01/06/2025
Expected Start Date
01/21/2025
Special Instructions Summary
Pay Rate
Salary, benefits, and other terms and conditions of employment are highly competitive and will be commensurate with the candidate’s background and experience.
Full-Time/Part-Time
Full-Time
Location
Grayslake
Total Hours per week
40.00
Work Schedule
Monday – Friday 12:30 p.m. – 9:00 p.m. Flexibility a plus.
Interview Process Requirements
None
EEO Statement
The College of Lake County is an equal opportunity employer and has a strong commitment to diversity. In that spirit, it seeks a broad spectrum of candidates including minorities, women and people with disabilities.
Summary of Essential Functions
User Support (60%)
- Consistently provides excellent customer service, displaying customer care best practices in support of students, faculty, staff, and other constituents.
- Troubleshoots and resolves computer hardware, software, peripherals, and networking issues at their root cause, in person and via phone, email, and chat.
- Uses efficient and effective troubleshooting techniques to gather information, identify the core of the problem, and determine its root cause.
- Efficiently and effectively escalates issues after an appropriate time or when issues require further expertise.
- Identifies and leverages opportunities to improve the productivity of faculty and staff by providing just-in-time training on optimal operation of computer hardware, software, and peripherals.
- Eagerly assists other Technology Support staff in resolving issues at their root cause.
Issue and Ticket Management (20%)
- Accurately documents and maintains all support requests and efforts in the ticket management system.
- Ensures support tickets are appropriately transferred, escalated, and closed.
- Keeps customers updated on the status of their open incidents.
- Ensures that customers are satisfied upon ticket closure.
- Compiles, analyzes, and shares reports of interactions via ticket management system with employees, observing trends and suggesting process improvements based on the data.
Other Duties (20%)
- Communicates in a timely and tactful manner via email or other methods to share information on outages, upgrades, and other situations involving technology interruptions or process changes.
- Assists with documenting and maintaining up-to-date, accurate, and helpful information the department’s knowledgebase
- Assists in the development and enforcement of computer hardware, software, peripheral, and networking standards and acceptable use policies for students, faculty, and staff.
- Assists with special projects as assigned.
- Acts as an IT liaison between faculty and staff to communicate changes, gather feedback, suggest improvements, and implement solutions.
- Models all institution and regulatory policies, procedures and standards.
- Utilizes self-appraisal to determine progress in meeting performance management system objectives and career goals.
- Proactively works with other members of the College to identify and implement key opportunities for operational improvements.
- Other duties as assigned
