A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
Full-Time Information Helpdesk/Switchboard Operator Location 5160 Fayetteville Road, Lumberton, NC Job Type Full-Time Staff Job Number 00257 Department Instruction and Support Services Division Admissions Opening Date 08/17/2026 Closing Date 8/31/2026 5:00 PM Eastern Description Benefits Description The Information Helpdesk & Switchboard Specialist serves as a primary point of contact and centralized information resource for Robeson Community College students, prospective students, families, visitors, employees, and community members. Reporting to the Director of Admissions, this position provides professional, welcoming, and student-centered assistance in person and by telephone while helping individuals successfully navigate College programs, services, resources, and processes. The Specialist maintains broad working knowledge of curriculum programs, Continuing Education and Workforce Development, and College services to answer general questions, provide basic student-record guidance within authorized access, assist with routine processes, and connect individuals with the appropriate College department or specialist when additional assistance is required. Detailed Work Activities
ESSENTIAL DUTIES AND RESPONSIBILITIES
Serve as a primary point of contact and College Information Hub for students, prospective students, families, visitors, employees, and community members. Greet and assist individuals in a welcoming, professional, and student-centered manner. Operate the College's primary telephone/switchboard function, respond to general inquiries, and accurately route calls to appropriate departments and personnel. Assess student and visitor inquiries and provide accurate information, assistance, or appropriate referrals. Maintain broad working knowledge of RCC academic programs, Continuing Education and Workforce Development programs, departments, student services, campus resources, policies, procedures, locations, and important dates. Provide general guidance regarding admissions, NC Residency, transcript submission, financial aid processes, academic advising, registration, student records, orientation, Continuing Education registration, and other common College processes. Assist students and visitors with locating forms, webpages, online resources, College offices, and appropriate personnel. Provide basic assistance with routine student processes and student-facing technology within established College procedures and authorized access. Utilize a warm handoff approach by identifying the individual's need, connecting the individual with the appropriate office or specialist, and explaining next steps when an inquiry cannot be resolved at the Helpdesk. Maintain current College directory information, departmental contacts, referral pathways, frequently asked questions, and other Helpdesk resources. Protect student information and maintain confidentiality in accordance with FERPA and College policies and procedures. Refer specialized matters requiring professional judgment or authorization to the appropriate College personnel. Participate in cross-training with College departments to maintain current knowledge of programs, services, processes, and referral pathways. Track common inquiries and recurring student navigation concerns to help identify opportunities for improved communication, processes, and service delivery. Assist with orientation, registration, recruitment activities, special events, and other College initiatives as assigned. Perform other duties consistent with the position as assigned by the Director of Admissions.
KNOWLEDGE, SKILLS AND ABILITIES
Excellent customer service, interpersonal, verbal, and written communication skills. Ability to learn and maintain knowledge of College programs, services, policies, procedures, and resources. Ability to explain College processes clearly and in understandable language. Strong problem-solving, organizational, and student-navigation skills. Ability to determine when an inquiry can be resolved directly and when referral to a specialist is necessary. Ability to work effectively with individuals from diverse backgrounds and maintain professionalism in challenging interactions. Proficiency with computers, telephone systems, databases, and standard office technology. Ability to learn student information systems such as Ellucian Colleague/Datatel. Knowledge of or ability to learn FERPA and other student confidentiality requirements. Commitment to student success, service excellence, teamwork, and continuous improvement. Qualifications
MINIMUM QUALIFICATIONS
Associate degree from a regionally accredited institution. Customer service or other public-facing work experience. Demonstrated computer and technology skills. Effective written and verbal communication skills. An equivalent combination of education and directly related experience may be considered in accordance with College policy.
PREFERRED QUALIFICATIONS
Bachelor's degree from a regionally accredited institution. Experience working in higher education, a community college, education, government, or another service-oriented environment. Experience working directly with students, customers, clients, or the general public. Experience with a multi-line telephone or switchboard system. Experience with Ellucian Colleague/Datatel or another student information system. Knowledge of North Carolina Community College System programs and services. Bilingual communication skills based upon institutional and community needs. Knowledge, Skills and Abilities The Information Helpdesk & Switchboard Specialist is expected to provide a welcoming and responsive first point of contact that helps individuals successfully navigate Robeson Community College.
LISTEN TO THE NEED.
•
PROVIDE ACCURATE INFORMATION.
•
RESOLVE WHAT CAN BE RESOLVED.
•
CONNECT THE INDIVIDUAL TO THE RIGHT PERSON.
The goal of the Information Helpdesk is to ensure that students, prospective students, families, visitors, and community members do not have to understand the College's organizational structure in order to receive the assistance they need. Robeson Community College offers a complete benefits package to full-time employees including: Health Insurance, Flexible Spending Accounts, Dental, Vision, retirement, paid holidays, vacation and sick leave. Employer Robeson Community College (NC) Address PO Box 1420 Lumberton, North Carolina, 28359 Phone 910-272-3537 Website http://robeson.edu
