Temporary- Help Desk Associate (Pool)
The incumbent will work on the Help Desk
Services team and provide technical assistance to students, faculty
& staff at all Volunteer State Community College campuses.
Travel to off-campus sites may be required.
Duties and Responsibilities:
The Help Desk Associate
responsibilities will include: Provide single-point of contact
technical assistance and support for incoming queries and issues
for students, faculty & staff related to IT issues submitted
via phone, email or in person. Issues include but are not limited
to: password resets, account unlocks, hardware checkouts and
inventory, email, distribution of software, hardware & software
troubleshooting, remote access & VPN support, learning
management system & using a service/support request entry
method via an ITSM incident tracking system. Respond to these
issues including troubleshooting the incident cause and resolution
or escalation in a timely manner. If unable to resolve requests at
first contact, collects and documents necessary information for
appropriate escalation to Computer Operations' or other appropriate
IT technical teams. Dispatch for emergency incidents involving the
Computer Operations, Media Production & Audio Visual Services
and other IT teams. Support for student, faculty & staff Wi-Fi
systems. Set-up & management of accounts for new & existing
users which meet the department requirements in various systems.
Work effectively with all areas of the college. Other duties as
Associates degree in Computer
Science or IT related field OR High school diploma or GED
equivalent and one year experience in an IT related or call center
IT industry certification(s): i.e.
ITIL Foundation Certification, CompTIA A+, Network+, Security+
Certification(s), Microsoft IT Certification(s). Experience with
TeamDynamix or an ITSM ticketing application. Experience with
Active Directory, MS Office & Windows, 7 and 10, Remote Access
Support tools, Anti-Virus software, ITIL concepts and best
practices, VPN, and Knowledge Base tools.
Knowledge, Skills, Abilities, and Work Characteristics:
successful candidate will have comprehensive knowledge of the use
of personal computers – proven ability in the use of all pertinent
software applications. Must be able to successfully communicate via
telephone, email, and person-to-person moderately complex technical
information, and accurately compose correspondence and reports.
Must demonstrate excellent customer service and team skills.
Proficient with MS Windows and MS Office, Active Directory, VPN
access / Remote support, and Citrix environment. Must be able to
think logically and act decisively in critical situations. Will be
required to demonstrate sound troubleshooting skills and have the
desire to follow a problem through to resolution. Experience in the
use of personal computer hardware and software in a corporate
13.00 - 13.00 per hour
This posting is not a guarantee of an open position. Applications
for temporary part-time positions are accepted on a continuous
basis and reviewed by the department when openings become
available. Postings close yearly on October 31; to maintain your
application within the system, you will need to re-apply each
Special Instructions to Applicants:
Unofficial transcripts are acceptable for the application process.
Official transcripts will be required upon hire.
Applicants may be subject to a background check.
Work Hours:Part-time up to 29 hours per week. Hours may vary
depending on need.
To apply, please view: https://tbr.csod.com/ux/ats/careersite/47/home/requisition/5943?c=tbr