Position Title: Service Desk Specialist
Department: Information Technology (INT)
Division: Information Technology (INT)
Employee Status: Full Time (7:00am-4:00pm)
Type: Support Staff Association (SSA-Union)
Grade: 11
Salary: ($21.50 - $24.51 hourly)
ICCB Classification: Classified (Clerical)
FLSA: Non-exempt (Hourly)
Job Summary:
Provide first and second level support for all software, hardware and telecom issues for the College; serving as the primary technical point of contact. Manage incoming user requests utilizing service desk tracking software. Provide end-users with professional, timely, and efficient technical support. Install, configure, and upgrade computer hardware and software. Documents and maintains procedures for the installation and maintenance of software.
Essential Duties and Responsibilities include the following. Additional related duties may be assigned.
1. Provides computer and network technical support to users via email, telephone, and in-person. Assist users with a variety of technical issues dealing with various platforms, operating systems, applications, etc. Follow up with end users to ensure that issues have been resolved.
2. Maintains, troubleshoots and repairs office and classroom-related technology hardware, software and operating systems. Equipment support may include computers, mobile devices, peripherals, A/V equipment and telecommunications equipment.
3. Investigates appropriate areas of potential problem and determine resolution; test and implement solutions.
4. Provides comprehensive client and peripheral troubleshooting to either resolve or consult with Infrastructure and Systems Support or Enterprise Systems team members, as needed.
5. Collaborates with Infrastructure and Systems Support team related to the management and maintenance of OS and software deployment and troubleshooting.
6. Supports the testing and deployment of new images, applications and upgrades through SCCM, AWS, Jamf, and other endpoint management tools.
7. Accurately logs all calls and requests into the Service Desk system either opening a new ticket or updating an existing ticket immediately upon ending the call.
8. Develops, maintains, and applies technical IT knowledge of systems and tools necessary to troubleshoot problems.
9. Develops knowledge base by documenting any new or repeatable procedures with the goal of increasing first contact resolution.
10. Navigates through a knowledge base and follows through on prescribed procedures to provide best possible answer for problems.
11. Participates in testing and pilots for office and classroom-related technology projects.
12. Performs and maintain account management procedures, both manual and automated.
13. Maintains workstation functionality pertaining to proper peripheral, equipment and coordinating hardware\software integration for the end user. Placing and replacing workstations when requested.
14. Assists with various IT projects and initiatives, as needed.
15. Follows appropriate procedures for inventory control, reallocation, distribution and decommissioning.
16. Follows appropriate procedures for cabling and jack activation.
17. Adheres to department and company policies, procedures, and expectations particularly service level objectives.
18. Travel will required to other RVC locations for technology support.
19. Maintains regular and effective communication with the user community, colleagues within the organization unit, and supervisors.
20. In addition, provides primary or secondary support for one or more of these technologies systems:
a. Assistive Technology
b. Mac Support
c. Laptop remediation
21. As assigned, assist users with the operation of office and classroom-related technology hardware, software and operating systems.
22. Maintains continuous professional growth and development through a series of actions, including reading technical, professional, and marketing literature, attending workshops, seminars and demonstrations, collaborating with vendors, manufacturers, and colleagues, and engaging in hands-on experiences with a variety of technologies.
23. Provides informed recommendations for enhancements and improvements at Rock Valley College based on new and emerging technologies.
24. As assigned, participates in the full range of activities associated with the Service Delivery team.
25. Regular attendance is expected.
Knowledge, Skills, and Abilities
1. Excellent verbal, written, organizational skills, and ability to interface directly with executive level staff.
2. Must possess strong customer service and interpersonal skills; maintain courteous attitude in dealing with students, faculty, and staff.
3. Ability to work independently or with specialized teams.
4. Ability and willingness to complete several concurrent tasks in a fast-paced, detail-oriented, multi-tasking environment.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Minimum Qualifications
Associate’s Degree in Information Technology or other related technical discipline or 2 years of recent experience delivering computing support services.
1. Successful applicants will have working experience in some or all of the areas below, with emphasis on enterprise-wide client systems management: a. Operating systems: Windows, Mac OS b. Office productivity and academic software: Microsoft Office Suite, Exchange/Outlook; Adobe products; classroom management software c. Networked Devices: PC, Macs, mobile devices including iPads, smartroom and audio visual equipment d. Other: Active Directory/Group Policy, Unix, Project management, virtual environments, mobile device management. Ability to work with in both a PC and Macintosh environment2. Demonstrated experience with desktop client support and a proven ability to deliver a high level of customer service.
3. Demonstrated ability to prioritize effectively and to work efficiently without direct supervision and to communicate effectively required.
4. Related professional certifications are desirable.
5. Experience working in an educational setting is desirable.
Work Environment
While performing the duties of this job, the employee regularly works in an office setting.
Physical Demands
While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools or controls, and reach with hands and arms. The employee is frequently required to stand, talk and hear with or without accommodations.