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Help Desk Support Technician

Category/Level: PSS/3

Start Date:  ASAP

Basic Function:  Work in a team environment for technical support and service functions.  Providing excellent customer service to NIACC faculty, staff and students.  Support Information Technology used across the campus.  Utilize Help Desk management software to log and resolve issues.  Assist with support of computer hardware, software, and classroom technology.  Maintain a high standard of customer service and responsiveness to faculty, staff, and students.

Salary and Benefits:  Salary based on experience.  Fringe benefits of Blue Cross/Blue Shield major medical health insurance, eye care, dental, life and disability insurance.  Retirement benefits as provided by Social Security and IPERS or TIAA.

Materials Required

  • NIACC application form
  • Cover letter
  • Resume
  • Names and contact information for three references
  • Transcripts (unofficial copies acceptable)

 

Work to secure and support college printers, laptops, desktops, and software.
Configure and install end-user equipment and related items to ensure proper function.
Maintain help desk functions and providing customer service and technical support to faculty, staff and students.
Help to maintain daily equipment delivery/check-out system and equipment inventory.
Act as point of contact for users needing technical assistance.
Act as point of contact to support users needing audio and video media or technology assistance.
Assist with daily technology support activities related to online education activities.
Support and/or install operating systems and software on computers.
Handle walk-in clients, phone calls and voice mail messages in a professional and courteous manner. Communicates appropriately and effectively with supervisor, co-workers, staff, and public.
Strong problem-solving skills and decision-making ability with an ability to work independently.
Effectively schedule and organize support requests.
Work cooperatively with other technical support staff to perform the above duties.
Perform in a manner that strengthens the coordination and cooperation of all organizational components of the College, including opportunities for student recruitment.
NIACC Core Principles: All employees are expected to adhere to all NIACC policies and procedures. NIACC administration, faculty, and staff value a positive working environment and an environment of mutual respect, therefore all employees are to maintain a positive attitude and respect for others when working with all NIACC departments, employees, students, partners, and the public.
1/4/18

Qualifications: Two years postsecondary education or three years of related work experience.  Preferred:  Knowledge of Microsoft Windows and Apple operating systems, printer hardware and audio video systems  Customer service skills including professional client contact skills for both telephone and in-person.