IT Helpdesk Support Specialist - Technical Craft Specialist A

Community College of Philadelphia


General Description

The Technical Craft Specialist A - IT Helpdesk Support Specialist is responsible for providing IT technical support for the College's 4IT Support Helpdesk center's Level 1 and 2 campus-wide technical support for faculty, staff, and students. While providing exceptional customer service, this position resolves support service requests via telephone, email, walk-in or via remote desktop control; and filters, articulates, logs, and/or escalates more complex issues to the appropriate support level(s). Performs problem recognition, research, isolation, and resolution steps for all client requests for technology services support and communicates efficient and effective feedback to all clients requesting assistance.


Specific Responsibilities

• Gather and analyze information regarding technical issues.

• Respond to telephone, email, and walk-in requests for technical support or assistance in a timely manner, ensuring appropriate customer service at all times.

• Log all requests for support using electronic ticketing systems and handles all requests to full closure.

• Diagnose and correct desktop computing problems that may result from system failure, system configuration, system errors, operator errors, or operator inexperience whenever possible via the phone, in person or remote desktop support.

• Reset passwords and unlock accounts effectively, clear print queues and log all incoming calls for service into helpdesk, incorporating college acceptable use policies.

• Install, build, support, maintain, and diagnose hardware, software, and network components, needed to support academic and administrative desktop computers, as directed.

• Ensure the integrity of support procedures, processes, and documentation pertaining to the college-wide technical support initiatives.

• Communicate effectively with faculty, staff, and administrators at all levels, technical and non-technical, to determine and ensure all support needs are met.

• Work with ITS management, faculty, and staff to affect repair or replacement of failed equipment, both in or out of warranty, ensuring proper reimbursement of warranty-related items.

• Deliver quality customer service to all internal constituents in a professional, helpful and courteous manner.

• Work independently, determining priorities in unusual or emergency situations and effectively escalating matters to appropriate resources.

• Work collaboratively with college-wide resources, and/or vendors to diagnose, isolate and resolve desktop computing problems as directed.

• Assist with the maintenance of the inventory and deployment of hardware and software college-wide, as directed.

• Maintain industry standards certifications in support of the installed base equipment at the College.

• Maintain sensitivity, understanding, and respect for a diverse academic environment, inclusive of students, faculty, and staff of varying social, economic, cultural, ideological, and ethnic backgrounds.

• Other duties as assigned.


Minimum Qualifications

• A High School diploma or its equivalent (GED) required.

• At least five (5) years direct experience supporting Dell, Apple/Mac personal computers, mobile/tablet devices, and mobile applications in a professional work environment using IOS, MS Windows, and the MS Office Suite of applications for both Windows or Apple/Mac.

• Excellent verbal and written communication skills are required.

• Demonstrated excellence in customer service and professionalism is required.

• Demonstrated commitment to detail and follow through.

• A + certification is required.

• Flexibility to work evenings and weekends.

• Must possess and maintain a valid driver's license and reliable transportation.

• Must be able to lift a sixty (60) pound parcel from floor to a desktop height as needed.

• Ability to maintain sensitivity, understanding, and respect for a diverse academic environment inclusive of students, faculty, and staff of varying social, economic, cultural, ideological and ethnic backgrounds.


Preferred Qualifications

•Associates degree or equivalent course work is preferred. Any and all degrees must be from a recognized institutional accreditor.

• At least two (2) years experience working in a Microsoft AD environment is preferred.

• At least two (2) years experience working with JamF, Adobe Creative Cloud, and AWS are preferred.

• Microsoft MCTA or MSCA certification is preferred.

• Industry-standard technical certifications on Dell computers and peripherals are preferred.

• Experience installing and configuring hardware/software is preferred.

• Experience with Zoom, GoToMyPC and Apple Macintosh IOS is preferred.

• Experience working with and supporting Mac OS and solving computer/mobile device related problems (Apple Genius experience is a plus).


Work Location
Main Campus

Special Instructions to Applicants

• Interested persons should complete an online application.

• Cover letter of interest and resume REQUIRED.

• Names and contact information of 3 professional references OPTIONAL.

Review of applications will commence on April 14, 2021 and will continue until the position is filled.

Applicants must be legally eligible to work in the U.S.

Community College of Philadelphia is an Affirmative Action, Equal Opportunity and Equal Access Employer. The College encourages applications from individuals from traditionally underrepresented groups.


Salary Grade or Rank
8

Salary Range
$18.90 - $24.99

Job Posting Open Date
03/22/2021

Type of Position
Classified

Employment Status
Full-Time

Supplemental Questions
Required fields are indicated with an asterisk (*).

1. * How did you hear about Community College of Philadelphia?
   • CareerBuilder.com
   • Higheredjobs.com
   • LinkedIn
   • The Chronicle
   • Veterans Job Fair
   • Professional & Technology Diversity Career Fair
   • AL DIA - Diversity Career Fair
   • Community College of Philadelphia Website
   • Indeed.com
   • Other
2. * If your answer to the above question is Other, please note the source below. If this question does not apply to you, enter N/A.
   (Open Ended Question)
   
3. * What is the highest level of education you have completed?
   • No Response
   • High School/GED
   • Associates Degree
   • Bachelor's Degree
   • Master's Degree
   • Doctorate
   • Other
4. * Do you have at least five (5) years direct experience supporting Dell, Apple/Mac personal computers, mobile/tablet devices, and mobile applications in a professional work environment using IOS, MS Windows, and the MS Office Suite of applications for both Windows or Apple/Mac?
   • Yes
   • No
5. * Do you have A+ certification?
   • Yes
   • No
6. * Do you have at least two (2) years of experience working in a Microsoft Active Directory (AD) environment?
   • Yes
   • No
7. * Do you have at least two (2) years' experience working with JamF, Adobe Creative Cloud, and AWS?
   • Yes
   • No
8. * Do you have Microsoft MCTA or MCSA certification?
   • Yes
   • No
9. * Do you have experience installing and configuring hardware/software?
   • Yes
   • No
10. * Do you possess and maintain a valid driver's license and access to reliable transportation?
    • Yes
    • No

Documents Needed to ApplyRequired Documents

1. Resume
2. Cover Letter/Letter of Application

Optional Documents

1. References

PI133010536