Help Desk Specialist

Union County College is a public comprehensive community college providing quality, affordable, accessible educational programs that serve the greater Union County region. It is the oldest of New Jerseys 19 Associate Degree Colleges, serving both career-minded and transfer-oriented students since 1933. The College enrolls almost 30,000 credit, non-credit and continuing education students and is accredited by the Middle States Commission on Higher Education. Many programs lead to the Associate in Arts, Science and Applied Science degrees.

Campus:

All General Description:

The Help Desk Specialist role is to provide help desk support services to all end users (faculty/staff/students). This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual provide in-person, hands-on help at the desktop, laptop, tablet and/or printer level.

Characteristics, Duties and Responsibilities:

Provides help desk services and support to all desktops, laptops, tablets and printers. Fields incoming help requests from end users via telephone, e-mail and ticketing software in a courteous manner. Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. Builds trust and elicits problem details from help desk customers. Extreme focus on high level of customer support is a must. Prioritizes and schedules problems. Escalate problems (when required) to the appropriately experienced technician. Records, tracks, and documents the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Apply diagnostic utilities to aid in troubleshooting. References software updates, drivers, knowledge bases, and frequently asked questions resources to aid in problem resolution. Identify and learn appropriate software and hardware used and supported by the college and Information Technology department. Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Contact and work with vendors to ensure hardware repairs are reported and repair work is completed satisfactorily. Updates and maintains spreadsheet of computer inventory. Installs anti-virus software. Perform preventative maintenance, including inspecting and cleaning of workstations, printers, and peripherals. Tests fixes to ensure problem has been adequately resolved. Performs post-resolution follow-ups to help requests. Evaluates documented resolutions and analyzes trends to identify procedures to prevent future problems. Creates help sheets and frequently asked questions lists for end users. Provides support for special events around the college that may require technology and provides technical assistance at college board meetings. Facilitates the proper use of employees' computers and student computer lab facilities. Performs shift coverage to facilitate helpdesk operations, such as coverage for coworker vacation/sick time, transfer-of-operation to next shift, weekend/summer schedule shift coverage and other emergencies. Performs other duties as assigned

Education Requirements:

Associate's Degree in Computer Science or related field experience required

Experience:

Minimum two years' experience with personal computer applications preferred. Minimum two years' experience in hardware diagnosis and repair preferred. Minimum two years' experience with applications in a Windows environment preferred. Minimum two years working in a computer assistance role preferred.

Competencies and Skills Required:

Minimum two years' experience with personal computer applications preferred. Minimum two years' experience in hardware diagnosis and repair preferred. Minimum two years' experience with applications in a Windows environment preferred. Minimum two years working in a computer assistance role preferred.

Physical Demands and Work Environment:

This position's duties are normally performed in a typical interior/residence work environment, based on the activity scheduled. Some physical effort required; however, the employee must occasionally lift and/or move up to 40 pounds. No or very limited exposure to physical risk. Some travel required. Union County College does not discriminate on the basis of race, color, national origin, sex, marital status, religion, age, disability, handicap or other legally protected status in its provision of employment, education, and activities, or other services.

Union County College is an

EEO/AAP Employer/Protected Veteran/DisabledDisclaimer:

This job description outlines the general nature and key features performed by various positions that share the same job classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and qualifications required of all employees assigned to the job. Nothing in this job description restricts management's right to assign or re-assign duties to this job at any time due to reasonable accommodations or other business reasons. Union County College offers a competitive compensation package and salaries that are commensurate with experience and qualifications. The following benefits are also provided: Medical benefits and pension plan offered through the State of NJ; Dental and vision benefits; Vacation days based on accrual system; Ten paid holidays and three floating holidays that are determined by the College; Tuition remission for employee, spouse, and eligible children for credit and non-credit courses; and Tuition reimbursement for approved degree programs at an accredited college or university.