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Temporary- Help Desk Associate (Pool)

Volunteer State Community College
Tennessee, United States
Salary Not specified
Start date
Jul 26, 2021

View more

Position Type
Administrative, Business & Administrative Affairs, Computer Services & Information Technology
Employment Level
Employment Type
Part Time
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Title: Temporary- Help Desk Associate (Pool)

Position Summary: 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 assigned.

Required Qualifications: 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 environment.

Preferred Qualifications: 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: The 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 network environment.

Pay Rate: 13.00 - 13.00 per hour

Availability/Closing Date:
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 year.

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:

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