Posting Number:

Staff_0403537

Classification Title:

Staff Datatel Position ID:

DSUS5ISHEDEA1B

Annual Hours:

2080

Placement Range:

$17.45 - $18.32

Position Type:

Regular Job Category:

Non-Exempt General Description The Help Desk Specialist provides frontline technical support to Oklahoma City Community College students, faculty, and staff. This position assists end-users by phone, in person, and through the College's technology support ticketing system with issues involving computers, software, hardware, network connectivity, learning management systems, collaboration platforms, and other supported technologies. The Help Desk Specialist identifies, diagnoses, resolves, documents, or appropriately escalates technical issues; assists with the preparation, imaging, configuration, deployment, and support of computers and related technology; and provides support for commonly used communication and collaboration platforms, including Microsoft Teams and Zoom. The position works closely with other Technology Support Services personnel to ensure timely resolution of technology issues and a positive customer service experience for students, faculty, and staff.

Reports To:

Coordinator of Technology Support Services Operations What position(s) reports to this position? None Minimum Education/Experience High school diploma or equivalent. Minimum of one (1) year of experience providing technical support, computer support, or related information technology services.

Equivalency/Substitution:

Relevant education, technical training, industry certifications, internships, or demonstrated hands-on information technology experience may substitute for the required work experience.

Required Knowledge, Skills & Abilities Knowledge:

Help desk and technical support practices and procedures Customer service principles and practices Basic computer hardware, software, operating systems, peripherals, and network connectivity Computer imaging, configuration, deployment, and basic troubleshooting concepts Web-based conferencing and collaboration platforms, including Microsoft Teams and Zoom Help desk ticketing and service-management systems

Skills:

Providing technical assistance to users by telephone, in person, and through electronic support channels Diagnosing and resolving basic hardware, software, account, connectivity, and peripheral issues Preparing, imaging, configuring, and deploying computers for students, faculty, and staff Creating, updating, documenting, assigning, and escalating incidents and service requests using a ticketing system Communicating technical information clearly and professionally to users with varying levels of technical knowledge Organizing and prioritizing multiple requests in a fast-paced support environment Providing excellent customer service while maintaining professionalism and confidentiality

Abilities:

Communicate clearly and effectively, both verbally and in writing Translate technical information and solutions into user-friendly language Provide effective assistance to students, faculty, and staff in person and remotely Learn and support new technologies as institutional needs change Follow established procedures for computer preparation, deployment, inventory, and support Recognize issues requiring escalation and route them to the appropriate Technology Support Services personnel Work independently and collaboratively as part of a technical support team Establish and maintain effective working relationships with students, faculty, staff, and colleagues Physical Demands/Working Conditions

PHYSICAL/MENTAL DEMANDS AND WORKING CONDITIONS

The work is sedentary work which requires the person in this position to occasionally exert up to 10 pounds of force to grasp, lift, carry, push, pull or otherwise move objects, including the human body. Additionally, the following physical abilities are required This position requires the person to frequently communicate with and listen to vendors, administration, faculty, staff, students, and others to perform the essential functions of the position; must be able to exchange accurate information in various situations. This position requires the person to frequently remain in a stationary position. This position requires the person to frequently operate a computer, other office machinery, and mobile devices to perform the essential functions of the position. This position requires the person to frequently operate equipment that involves repetitive motions of the wrists, hands, and/or fingers. This position requires the person to frequently position self to access materials that may be above head or at ground level. This position requires the person to judge, observe, and assess the accuracy, neatness, thoroughness of work assigned or to make general observations. Work is performed in an indoor office setting. Work is performed during normal office hours. Preferred Qualifications Associate degree or higher in Information Technology, Computer Science, Management Information Systems, Cybersecurity, or a related field. Experience working in a help desk, service desk, or technical support environment. Experience with computer imaging, configuration, deployment, and troubleshooting. Experience using an IT ticketing or service-management system. Experience supporting Microsoft 365, Microsoft Teams, Zoom, Windows, macOS, and common desktop applications. Industry certifications such as CompTIA A+, Network+, Microsoft, Apple, or other relevant technology certifications. Required Training Quarterly training as required by institution

Work Hours:

Monday through Friday; work hours will be scheduled between 7:00 a.m. and 6:00 p.m., based on departmental coverage and operational needs.

Department:

Desktop Support Open Until Filled:

No Special Instructions to Applicants Applicants are to thoroughly complete the electronic application and attach the required documents: cover letter and resume. If applicant has any certifications, please use other document to attach copy of certification. If applicant has an earned degree, please attach copy of transcript. Applicants who do not attach the required documents will not be considered for the position. Applicants needing assistance may call Human Resources at 405.682.7542. Job Duties (Position Specific) To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description. Job Duties (Duties Assignment Statement) Serves as a frontline point of contact for Technology Support Services and provides technical assistance to students, faculty, and staff by telephone, in person, and through the College's technology support ticketing system. Identifies, diagnoses, troubleshoots, resolves, documents, or appropriately routes problems involving College computers, software, hardware, user accounts, network connectivity, information systems, learning management systems, and other supported technologies. Answers incoming Help Desk telephone calls and assists walk-in customers in a professional, courteous, and timely manner. Creates, updates, assigns, documents, tracks, and closes incidents and service requests using the College's designated ticketing and service-management system. Accurately documents reported issues, troubleshooting steps, communications with the customer, equipment information, and resolutions within the ticketing system. Identifies issues requiring additional technical expertise or urgent attention and escalates them to Desktop Support, Audio Visual Services, network or systems personnel, or other appropriate support teams. Assists with preparing, imaging, configuring, deploying, replacing, and maintaining computers and related technology for students, faculty, and staff in accordance with established College standards and procedures. Assists with installation and configuration of operating systems, College-standard applications, software updates, peripherals, and other approved technology. Provides basic user support for Microsoft Teams, Zoom, and other College-supported communication, collaboration, and conferencing technologies. Assists users with basic account access, password, authentication, software, printing, connectivity, and peripheral-related issues within the scope of Help Desk responsibilities. Assists with receiving, tagging, tracking, inventorying, distributing, and documenting computers, peripherals, and other technology equipment. Participates in the development and maintenance of Help Desk procedures, technical documentation, knowledge-base articles, and end-user instructions. Maintains familiarity with College-supported technology through ongoing training and professional development. Provides support during peak periods, special events, semester startup, technology deployments, and other College activities as assigned. Performs other related duties and special projects as assigned within Technology Support Services. Job Duties (Safety / Policy & Procedures) Abide by the policies and procedures published in the Board of Regents Policies and College Policies & Procedures. Contribute to a safe educational & working environment. Adhere to established safety and health procedures and practices for the purpose of providing injury and illness prevention for self and others. Complete quarterly health and safety training pursuant to OCCC's established safety and health procedures and practices. Participate in all applicable OCCC emergencies, evacuation, shelter in place drills, and be prepared to take action and assist others in taking appropriate action should a health or safety emergency occur.