What are the responsibilities and job description for the IT Helpdesk Technician position at Southwest Technical College?
Job Summary:
Supports the College Mission to serve students, employers, and the community. The IT Helpdesk Technician provides first-level technical support to students, faculty, and staff, assisting with a variety of hardware, software, and connectivity issues. This role ensures a seamless user experience by resolving technical problems, escalating complex issues, and maintaining accurate documentation. The IT Helpdesk Specialist works collaboratively with the IT team to deliver exceptional support and contributes to the overall functionality and efficiency of the college's IT systems.
Essential Functions:
- Respond to helpdesk tickets, emails, and calls, providing prompt and courteous support to students, faculty, and staff.
- Troubleshoot and resolve basic technical issues related to hardware, software, peripherals, and network connectivity.
- Assist with account setups, password resets, and access requests for various college systems.
- Maintain accurate documentation of all service requests and resolutions in the helpdesk tracking system.
- Provide guidance to users on basic technology usage, such as printing, email setup, and software applications.
- Escalate unresolved or complex issues to higher-level IT staff, ensuring timely resolution and communication with users.
- Set up and maintain classroom and office technology, including computers, projectors, and audiovisual equipment.
- Collaborate with the IT team to update and maintain knowledge base articles and support resources.
- Participate in routine maintenance and updates for hardware and software systems.
- Assist with the deployment of new equipment, including imaging, configuration, and installation.
- Support IT staff in managing inventory, tracking equipment, and ensuring proper documentation.
- Stay informed on basic IT best practices and emerging technologies to enhance support services.
- Perform related or other duties as assigned to balance workload or cover absences.
Qualifications:
To perform at a proficient level and to be fully qualified, a person would be expected to have:
Education: High school diploma or equivalent.
Specialized Knowledge/Skills:
- Basic understanding of computer hardware, operating systems, and common software applications.
- Familiarity with helpdesk ticketing systems is a plus.
- Strong communication and customer service skills.
- Ability to prioritize tasks and manage time effectively.
- Willingness to learn and adapt to new technologies and processes.
- Patience and professionalism when assisting users with varying technical expertise.
Experience:
- Previous experience in a customer service or technical support role is preferred but not required.
- Experience working in an educational or office environment is a plus.
Background Check: Must be able to pass a background check.
Environmental Factors:
Conventional Educational Environment. In some programs, employees may occasionally be exposed to cleaning chemicals and the hazards associated with their respective industry equipment.
Disclaimer:
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification; they are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
Southwest Technical College provides equal employment opportunities to all employees and applicants for employment. It prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Individuals with disabilities desiring accommodation for the interview or selection process should contact the College at least 48 hours before the accommodation is needed.
Salary : $15
