Helpdesk Administrator

General Summary

Join Us at Lake-Sumter State College

Located in the heart of Florida, Lake-Sumter State College provides students with the opportunity to pursue their goals and join Florida’s dynamic workforce. We embrace our mission as a community college to increase access and opportunity for all learners in the communities we serve.

Under the leadership of President Heather Bigard, we are embarking on a bold journey to transform the ways in which we connect and educate our students while embracing our rich history of high-quality education and personalized student support services. We currently serve over 6,500 students each year and plan to grow to over 10,000 in the next several years.

The rapid growth in the Orlando metropolitan area, and particularly in our service area of Lake and Sumter Counties, is driving growth, innovation, and workforce demand in an array of industries offering high-skill, high-wage positions. By rapidly adapting and responding to this demand, Lake-Sumter State College will continue to be the premier workforce engine driving training and education opportunities in these counties.

Lake-Sumter State College delivers student success through personal attention and flexible pathways leading to rewarding careers and higher wages. We are committed to:

• Caring about each individual student, our peers, and our community;
• Communicating to ensure clarity and transparency, and
• Collaboration, knowing that the best possible outcomes are ensured when there is a sharing of ideas.

This is an exciting time at Lake-Sumter State College! When you join our team, you’ll have the opportunity to connect and collaborate with incredible faculty and staff who are focused on making a real difference in the lives of students in our community. Together, we will create a significant impact to meet the needs of today’s students and prepare for future generations.

We invite you to join us in our commitment to student success!

The Helpdesk Administrator is responsible for providing all faculty, staff and students with a centralized point of contact and convenient resource to liaison or triage all service department issues of the college, i.e. Facilities, IT, eLearning, Marketing, etc. The Helpdesk Administrator is responsible for determining how those valuable resources are deployed.

Principal Duties & Responsibilities

The Helpdesk Administrator (HA) will assist the Systems Administrator III with coordinating all aspects of the LSSC Helpdesk and IT operation. The Helpdesk Administrator will be the point of contact for Helpdesk activities, and will triage tickets according to department and severity. The Helpdesk Administrator will work with Computer Technicians to assist with support of LSSC technology when needed. The Helpdesk Administrator will assist other Helpdesk employees by providing Subject-Matter Expertise (SME) on the Helpdesk Software (TrackIT), Asset Tracking software (SnipeIT), and SME knowledge of LSSC problem resolution, as well as the Helpdesk SME to computer technicians and IT staff. The Helpdesk Administrator will be a Team Leader for the Helpdesk staff and convey all problems, concerns, and observations to the Systems Administrator III for review where a supervisor is required to take action.

1. Performs as the Subject Matter Expert (SME) on the TrackIT helpdesk software.

2. Performs as the SME on the Asset inventory software (SME).

3. Performs as the SME for a common knowledge software solution software (to be determined).

4. Triage incoming helpdesk emails and v-mails and assign categories, departments, and assign to employees designated for each area of responsibility.

5. Follow-up on Helpdesk ticket surveys to ensure that customer services intentions are met, and report on all findings to various departments as defined.

6. Will provide onsite end-user software and equipment support when needed.

7. Will help the Systems Administrator III coordinate the day-to-day activities of the helpdesk employees. This will NOT be a supervisory role, but the HA will make sure that the Helpdesk is manned with adequate coverage during operational hours -- this includes creating work schedules for helpdesk employees and informing the System Administrator III of schedules and shortfalls

8. Will assist the Systems Administrator in creating/suspending and deleting accounts of new hires and terminated employees. This includes managing the licenses needed for accounts and creating child-tickets for workflows outside IT required for new-hires and terminated accounts.

9. Will need to be available for limited engagement with customer tickets and concerns during periods when the college is closed for holiday or other special closings. Limited travel and work flex time is required.

10. Function as Team Lead to assist other helpdesk employees with answers to questions and help provide resources to assist in resolving issue. Reach out to other functions for assistance or clarification when attempting to resolve issues.

11. Keep Systems Administrator III and Director of Infrastructure informed of license stats and new-hire lists. Keeps management advised regarding problems, concerns, and trends observed on Helpdesk.

Qualifications

EDUCATION : Associates degree from an accredited institution in Computer Science or related field.

EXPERIENCE : Minimum two years' experience working in PC repair, network support, PC programming, or PC software support.

Certifications preferred.

Knowledge, Skills & Abilities Required

Detail oriented, highly organized with excellent verbal and written communication skills.
Detailed knowledge of current PC technology, including installation, repair, and network support.
Strong research and analytical skills in order to address more complex issues and problems.
Basic knowledge of Active directory.
Strong knowledge of Windows Desktop Operating systems.
Skills to troubleshoot and diagnose hardware, software and user issues.
Ability to interface with vendors to solve difficult issues.
Ability to communicate clearly among peers and with the user community.
Ability to document all procedures and processes and keep current.
Possess a strong attention to detail. Strong technical troubleshooting skills and ability to resolve problems in a timely manner.
Ability to follow up on uncompleted tasks.