Help Desk Specialist
- Employer
- North Central College
- Location
- Naperville, Illinois, United States
- Salary
- Competitive Salary
- Date posted
- Aug 8, 2024
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Job Details
Posting Details
Position Information
Posting Number
S000843
Position Title
Help Desk Specialist
Department
Information Technology Services
Division
Information & Technology
Supervisor Title
ASSISTANT DIRECTOR OF TECHNOLOGY OPERATIONS AND PLANNING
Status
Full Time Regular
Position Summary
Working within the Information Technology Services department, the Help Desk Specialist is primarily responsible for the day-to-day operations of North Central College’s Help Desk, which includes providing customer service, first and second level telephone support and call routing as appropriate. The Help Desk Specialist is the central communications point in the department.
Description of Key Responsibilities
1. Provide technical support over the phone, at the ITS office, at the user’s desk or using remote control utilities. This position is 90% telephone support.
2. Answer, evaluate, and prioritize incoming telephone, voice mail, email, and in-person requests for assistance from end users experiencing problems with hardware, software, networking and other computer related issues. This also includes, but is not limited to Windows, MacOS, Chrome OS, desktop applications, Microsoft Office Suite, Canvas, BOX other College standard software.
3. Interview users to collect information about problems and lead users through diagnostic procedures to determine the source of error as well as educate and instruct end users on various application and hardware issues.
4. Utilize incident request ticketing to track problems and route requests to appropriate ITS staff as necessary. Generate metric reporting.
5. Hire, train and supervise student Help Desk workers. Manage student worker shift scheduling.
6. Provide end user training to student, faculty and staff at their orientations.
7. Manage requests, distribution and collection of loaner equipment.
8. Maintain and update the ITS Web site as it relates to Help Desk information.
9. Recommend and/or perform actions to correct problems based on knowledge of the system.
10. Research, provide and document confident, accurate solutions to user problems on a timely basis.
11. Provide training to end users on College standard software as needed.
12. Monitor Help Desk tickets to ensure problems are being addressed within guidelines and provide status updates to customers and other ITS staff. Proactively communicate with end-users to ensure problem resolution and satisfaction.
13. Escalate high-priority issues to appropriate ITS staff
14. Write, update, and distribute technical and/or troubleshooting tips and knowledgebase documentation to Help Desk/Desktop Support staff.
15. Maintains a high level of quality customer service standards when dealing with and responding to questions and problems.
16. Ensure compliance with professional and technology standards, regulatory standard, and North Central College standards, policies and procedures.
17. Other duties as assigned.
OTHER KEY RESPONSIBILITIES
Required Knowledge, Skills and Abilities
Customer service is critical to the success of any organization that deals with customers. Strong customer service skills can build retention and visibility as NCC strives to distinguish itself from its competitors. An individual in this position must possess the proficiency, wherewithal and knowledge of principles and processes for providing high-quality customer and personal services to both internal and external customers of the College.
1. Excellent interpersonal skills and customer service skills.
2. Diverse application experience including, but not limited to: Windows 10, Windows 11, Mac OS, Android, IOS, e-mail applications, Microsoft Office Suite, Internet browsers, and a demonstrated ability to expand existing skill set.
3. Superior telephone etiquette.
4. A strong desire to help others.
5. Strong verbal and written English language communication and the ability to convey computing concepts effectively to non-technical users.
6. Strong initiative and ability to work independently as well as part of a team with excellent customer service skills.
7. Flexibility to accept, manage and incorporate change.
8. Ability to manage multiple tasks and priorities simultaneously.
9. Well organized.
10. Active interest in continuous professional development and skill enhancement.
11. Accomplished problem-solving skills, trouble-shooting skills and detail oriented.
12. Ability to assimilate new information and techniques quickly.
13. Ability to evaluate the severity of a computer/network issue
14. Ability to be innovative, resourceful, logical, enjoy streamlining and improving processes and be motivated to make a difference in the operations of the College.
15. Ability to maintain confidentiality with regard to the information being processed, stored or accessed.
Distinguishing Characteristics
The College community must receive prompt, dependable, and competent response to their requests for service and support for the devices they use to accomplish their tasks. Ideal candidates are able to work independently, but recognize when issues need to be brought to the attention of peers and supervisors.
Education/Training
A Bachelor’s degree in Information Technology or related field.
Experience
Minimum one year experience working in a help desk situation. North Central College will consider recent or new college graduates who may not meet the experience qualifications, but who have a strong desire and ability to learn new skills.
Licenses or Certifications
Is This a Temporary Position?
No
Employment Conditions
An offer of employment is contingent upon successful completion of the College’s background screening process.
Number of Vacancies
1
Posting Detail Information
EEO Statement
North Central College is an Equal Opportunity Employer committed to increasing the diversity of our workforce. NCC provides reasonable accommodation to applicants with disabilities where appropriate. If you need reasonable accommodation for any part of the application or hiring process, please notify the Office of Human Resources. Determinations for reasonable accommodation will be made on a case-by-case basis.
Close Date
Open Until Filled
Yes
Special Instructions to Applicant
Applicants who would enrich the diversity of the campus community are strongly encouraged to apply.
Additional Information
Posting Supplemental Questions
Required fields are indicated with an asterisk (*).
Applicant Documents
Required Documents
Position Information
Posting Number
S000843
Position Title
Help Desk Specialist
Department
Information Technology Services
Division
Information & Technology
Supervisor Title
ASSISTANT DIRECTOR OF TECHNOLOGY OPERATIONS AND PLANNING
Status
Full Time Regular
Position Summary
Working within the Information Technology Services department, the Help Desk Specialist is primarily responsible for the day-to-day operations of North Central College’s Help Desk, which includes providing customer service, first and second level telephone support and call routing as appropriate. The Help Desk Specialist is the central communications point in the department.
Description of Key Responsibilities
1. Provide technical support over the phone, at the ITS office, at the user’s desk or using remote control utilities. This position is 90% telephone support.
2. Answer, evaluate, and prioritize incoming telephone, voice mail, email, and in-person requests for assistance from end users experiencing problems with hardware, software, networking and other computer related issues. This also includes, but is not limited to Windows, MacOS, Chrome OS, desktop applications, Microsoft Office Suite, Canvas, BOX other College standard software.
3. Interview users to collect information about problems and lead users through diagnostic procedures to determine the source of error as well as educate and instruct end users on various application and hardware issues.
4. Utilize incident request ticketing to track problems and route requests to appropriate ITS staff as necessary. Generate metric reporting.
5. Hire, train and supervise student Help Desk workers. Manage student worker shift scheduling.
6. Provide end user training to student, faculty and staff at their orientations.
7. Manage requests, distribution and collection of loaner equipment.
8. Maintain and update the ITS Web site as it relates to Help Desk information.
9. Recommend and/or perform actions to correct problems based on knowledge of the system.
10. Research, provide and document confident, accurate solutions to user problems on a timely basis.
11. Provide training to end users on College standard software as needed.
12. Monitor Help Desk tickets to ensure problems are being addressed within guidelines and provide status updates to customers and other ITS staff. Proactively communicate with end-users to ensure problem resolution and satisfaction.
13. Escalate high-priority issues to appropriate ITS staff
14. Write, update, and distribute technical and/or troubleshooting tips and knowledgebase documentation to Help Desk/Desktop Support staff.
15. Maintains a high level of quality customer service standards when dealing with and responding to questions and problems.
16. Ensure compliance with professional and technology standards, regulatory standard, and North Central College standards, policies and procedures.
17. Other duties as assigned.
OTHER KEY RESPONSIBILITIES
- Support the College’s mission, vision and values, and contribute to the advancement of the College’s Strategic Plan.
- Demonstrate a strong commitment to continuous quality improvement.
- Demonstrate civil and inclusive behavior when interacting with
staff, faculty, students and visitors to the College. Promote a
flexible, collaborative and inclusive work and living environment
and engage in educational opportunities to increase awareness and
understanding of diversity and inclusion.
Required Knowledge, Skills and Abilities
Customer service is critical to the success of any organization that deals with customers. Strong customer service skills can build retention and visibility as NCC strives to distinguish itself from its competitors. An individual in this position must possess the proficiency, wherewithal and knowledge of principles and processes for providing high-quality customer and personal services to both internal and external customers of the College.
1. Excellent interpersonal skills and customer service skills.
2. Diverse application experience including, but not limited to: Windows 10, Windows 11, Mac OS, Android, IOS, e-mail applications, Microsoft Office Suite, Internet browsers, and a demonstrated ability to expand existing skill set.
3. Superior telephone etiquette.
4. A strong desire to help others.
5. Strong verbal and written English language communication and the ability to convey computing concepts effectively to non-technical users.
6. Strong initiative and ability to work independently as well as part of a team with excellent customer service skills.
7. Flexibility to accept, manage and incorporate change.
8. Ability to manage multiple tasks and priorities simultaneously.
9. Well organized.
10. Active interest in continuous professional development and skill enhancement.
11. Accomplished problem-solving skills, trouble-shooting skills and detail oriented.
12. Ability to assimilate new information and techniques quickly.
13. Ability to evaluate the severity of a computer/network issue
14. Ability to be innovative, resourceful, logical, enjoy streamlining and improving processes and be motivated to make a difference in the operations of the College.
15. Ability to maintain confidentiality with regard to the information being processed, stored or accessed.
Distinguishing Characteristics
The College community must receive prompt, dependable, and competent response to their requests for service and support for the devices they use to accomplish their tasks. Ideal candidates are able to work independently, but recognize when issues need to be brought to the attention of peers and supervisors.
Education/Training
A Bachelor’s degree in Information Technology or related field.
Experience
Minimum one year experience working in a help desk situation. North Central College will consider recent or new college graduates who may not meet the experience qualifications, but who have a strong desire and ability to learn new skills.
Licenses or Certifications
Is This a Temporary Position?
No
Employment Conditions
An offer of employment is contingent upon successful completion of the College’s background screening process.
Number of Vacancies
1
Posting Detail Information
EEO Statement
North Central College is an Equal Opportunity Employer committed to increasing the diversity of our workforce. NCC provides reasonable accommodation to applicants with disabilities where appropriate. If you need reasonable accommodation for any part of the application or hiring process, please notify the Office of Human Resources. Determinations for reasonable accommodation will be made on a case-by-case basis.
Close Date
Open Until Filled
Yes
Special Instructions to Applicant
Applicants who would enrich the diversity of the campus community are strongly encouraged to apply.
Additional Information
Posting Supplemental Questions
Required fields are indicated with an asterisk (*).
Applicant Documents
Required Documents
- Resume
- Cover Letter/Letter of Interest
Company
Since 1861, North Central has been a place where new ideas lead to unlimited possibilities. We’re an independent college dedicated to the power of the liberal arts and sciences to transform students into leaders both in their careers and communities. Our nearly 3,000 students study across more than 65 undergraduate and graduate programs, with their education made richer by supportive faculty and staff, world-class facilities and countless opportunities to learn beyond the classroom.
A College on the move building on the foundation of more than 150 years of excellence, North Central continues to grow with numerous new facilities, programs and initiatives in the works.
Company info
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