What are the responsibilities and job description for the 109085 IT SERVICES SPECIALIST I position at gvltec?
Under the direction of SolveIT Manager, the Helpdesk Analyst 1 is responsible for providing first-level support to college staff and students for all technology-related inquiries and issues. Duties include the following:
• Provide first-level support to college staff and students for all technology-related inquiries and issues.
• Maintains a broad knowledge of state-of-the-art technology, equipment, and/or systems. Researches and evaluates new technologies. Promotes the use of information technology to enhance college effectiveness
• This position provides technical support to the public and internal customers via phone, chat, email, and other means. This position also acts as the primary point of contact for all technical inquiries. This role will provide assistance with product issues, feature requests, and general questions about the service
• Communicates with users via telephone, email, video or text chat, and in-person to understand and resolve technical issues
• Prioritizes and appropriately escalates issues to ensure timely problem resolution. Carries out fact-finding and analysis of problems; determines most effective problem resolution procedures.
• Coordinates and interacts with other OIT teams and functions as a liaison between OIT and users to communicate end-user needs and ensure effective solutions are implemented
• Analyzes and resolves computer hardware, software, and network issues, repairs user workstations, modifies configurations, replaces faulty components, and rebuilds complete systems on a variety of platforms
• Attends training sessions, and classes and utilizes online resources to maintain and update skills and knowledge as necessary to keep current on relevant technologie
•Other duties as assigned
