What are the responsibilities and job description for the Part Time Help Desk Staff - Springfield Technical Community College position at Springfield Technical Community College?
The Help Desk Part Time role is to provide timely support to students, faculty, and staff who encounter IT issues in the course of their work. Work will be performed at the Help Desk location or remote.
Under the direction and supervision of the Director of User Support Services, this position will be responsible for the following:
Essential Duties and Responsibilities:
- Respond to Help Desk calls with a positive attitude and providing excellent customer service using user-friendly language for non-technical users.
- Communicate via the phone, headset, and in person as well as interacting with users via chat software, email, and zoom.
- Participate in a schedule where the Help Desk has constant coverage during scheduled hours.
- Support students and faculty navigating online classes and the use of software such as zoom.
- Ability to manage multiple tasks such as conversing with multiple users simultaneously.
- Assist users with account issues and password-resets using procedures to keep confidential information secure.
- Help with Wi-Fi and software questions. Assist with multifactor authentication.
- Respond appropriately to the urgency of the problem (e.g., a faculty member having a technology problem teaching a class requires immediate response).
- Ask appropriate questions to user to gather details used to solve problems and create tickets that others will address. Attention to detail is needed.
- Follow office procedures to document the computer inventory movement on campus and in our department.
- Maintain documentation and update as needed.
- Resolve computer, printing, and A/V issues and report defective equipment.
- Setup computer equipment and assist with moves and events. This includes moving heavy carts full of equipment across varied terrain.
- Monitor labs, and shut equipment down when not in use.
- Follow policies and procedures. Enforce no food/beverage/smoking/vaping policies in computer labs. Educate users on security.
- Maintain clean work environment (in labs arrange chairs, tidy area). Wipe down computers, keyboards, and mice as requested.
- Maintain paper/toner for printer/copiers in student areas and fix/report problems. Be familiar with the print management system.
- Serve as a resource for students with disabilities.
- Assist with projects as assigned.
Job Requirements:
QUALIFICATIONS:
- Associates degree in Information Technology related programs.
- Ability to work independently and as part of a team.
- Ability to absorb and retain information.
EXPERIENCE:
- Knowledge of supporting personal computer hardware, including PC's, Mac's Tablets, printers, MSOffice, Zoom, and understanding of network.
- Experience with operating systems.
- Strong understanding of the organization's goals and objectives.
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills, with a focus on listening and questioning skills.
- Strong documentation skills and a keen attention to detail.
- Ability to conduct research into a wide range of computing issues as required.
- Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly language to non-technical staff and end users.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute multiple tasks in a high-pressure environment.
- Exceptional customer service.
- Experience working in a team-oriented, collaborative environment.
EQUIVALENCY STATEMENT:
Applicants who do not meet the qualifications as stated above are encouraged to put in writing precisely how their background and experience have prepared them with the equivalent combination of education, training and experience required for the responsibilities of this position.
SUPERVISORY RESPONSIBILITY:
None
WORKING CONDITIONS/PHYSICAL DEMANDS:
Working is normally performed in a typical /office work environment. Noise level in the work environment is low to moderate. Required to regularly interact with employees, students and the public. Ability to travel to other offices, classrooms, and labs to fix problems or collect equipment.
PHYSICAL ABILITY:
Tasks require the ability to exert moderate physical effort in work, typically involving some combination of stooping, kneeling, crouching and crawling. Lifting computers and boxes of paper as well as other equipment necessary. Loading computers and other equipment and paper onto carts and pushing/pulling full carts on uneven terrain. Carrying computers up/down stairs when needed.
Additional Information:
Salary: $20.00 per hour. Up to 16 hours per week. Monday, Tuesday, Wednesday and Friday 8-12 pm (Schedule may vary by semester)
Benefits: No
Union: Non-Union
Grant Funded: No
Closing Date: Open Until Filled
All candidates must have legal authorization to work in the United States. Springfield Technical Community College is not sponsoring H1B Visa.
INFORMATION AWARENESS SECURITY TRAINING:
Candidates for employment should be aware that all STCC employees are required to complete Information Awareness Security Training within thirty days of their orientation date and annually thereafter.
Salary : $20
