What are the responsibilities and job description for the Technician - Service Desk position at Illinois Central College?
The Technology Service Desk Technician is to serve as first point of contact for customers mainly by phone, email, through remote access, and at times in person. The Service Desk Technician is primarily responsible for responding to requests for technical assistance with Network account access, password resets, and college supported software applications. Additionally, while accurately collecting and logging customer detailed information, the Service Desk Technician will troubleshoot basic software, peripherals, and hardware issues before escalating the request to the appropriate Desktop Support Technician. This position is required to travel to all of Illinois Central College's campuses.
- Answer incoming technical assistance requests via phone, email, etc.
- Assist customers by providing courteous, personalized, and professional customer service.
- Assist users with ICC account authentication issues.
- Assist with the development of documentation for college-supported applications.
- Document and update work processes.
- Enter all issues into service request tracking system.
- Escalate or reassign complex technical issues.
- Troubleshoot basic technical issues.
- Provide support for technology rollouts, upgrades, and special configurations.
- Perform related duties as required.
The requirements listed below are representative of the knowledge, skills and abilities required to satisfactorily perform the essential duties and responsibilities.
- Associate’s degree in related field with 1 year of direct technical phone support; OR high school diploma or equivalent with 2 years of direct technical phone support.
- Valid driver’s license with an acceptable driving record.
- Proficient in Microsoft Office Suite.
- Strong multi-tasking and prioritization skills.
- Strong verbal and written communication skills.
- Strong interpersonal skills, including the ability to establish and maintain cooperative and professional working relationships with others.
- Applicable certifications such as HDI, A , Network , Security , MCP, etc.
- Working knowledge of basic Network Topologies.
- Working knowledge of computers, peripherals, printing devices, and hardware repair.
Salary : $17 - $19
