Help Desk Support Associate
- Employer
- College of Lake County
- Location
- Illinois, United States
- Salary
- Salary Not specified
- Date posted
- Dec 16, 2024
View more categoriesView less categories
- Position Type
- Administrative, IT & Technology
- Employment Level
- Mid-Level
- Employment Type
- Full Time
Job Details
Help Desk Support Associate
Internal Position Title: Help Desk Support Associate
Posting Number: S02885
Department:: Technology Support
Position Type: Staff
Job Family: Classified
Summary:
The Help Desk Support provides Tier 1 support to users of computers and related computer equipment throughout the College. Support provided by the Help Desk Support shall include, but not be limited to, the time-sensitive assistance of students, faculty, and staff with the training on and productive operation of hardware and software used by the College. This role reports to the Manager, Help Desk.
Required Qualifications:
- Bachelor's Degree or higher OR Associates Degree or higher with six (6) months of experience in an information technology role OR two (2) years of experience in an information technology role, at least one (1) year of which was in a technology support role.
- Effective verbal and written communication skills
- Ability to work effectively with a wide range of customers and a focus on diversity, equity, and inclusion
- Committed to keeping up-to-date with the ever-changing technology landscape.
- Reflect a positive, high-energy and professional demeanor
- Demonstrated ability to work well on and contribute to the high performance of a team
- Demonstrated ability to prioritize and deliver according to deadlines while handling multiple tasks, ability to exercise judgment, handle confidential information, and function with minimal supervision
- Demonstrated excellent organizational abilities and attention to detail
- Ability to explain technical concepts and procedures to non-technical users
- Ability to problem-solve, analyze information to make informed decisions and/or recommendations
- Applies principles of logical thinking to a wide range of intellectual and practical problems.
- Ability to travel between campuses as needed
- Proven ability to work effectively and constructively with persons of diverse cultures, language groups, and abilities; demonstrate sensitivity to and ability to work with the diverse academic, socioeconomic, cultural and ethnic backgrounds of community college students, faculty, and staff, including those with disabilities; establish and maintain effective working relationships with those contacted in the course of work.
Desired Qualifications:
Posting Date: 12/13/2024
Closing Date:
Expected Start Date: 01/21/2025
Special Instructions Summary:
Pay Rate: Salary, benefits, and other terms and conditions of employment are highly competitive and will be commensurate with the candidate’s background and experience.
Full-Time/Part-Time: Full Time
Location Grayslake
Total Hours Per Week: 40.00
Work Schedule:
Monday - Friday 12:30 p.m. - 9:00 p.m. Flexibility a plus.
Software Testing Required:
Interview Process Requirements: None
EEO Statement:
The College of Lake County is an equal opportunity employer and has a strong commitment to diversity. In that spirit, it seeks a broad spectrum of candidates including minorities, women and people with disabilities.
Summary of Essential Functions:
User Support (60%)
- Consistently provides excellent customer service, displaying customer care best practices in support of students, faculty, staff, and other constituents.
- Troubleshoots and resolves computer hardware, software, peripherals, and networking issues at their root cause, in person and via phone, email, and chat.
- Uses efficient and effective troubleshooting techniques to gather information, identify the core of the problem, and determine its root cause.
- Efficiently and effectively escalates issues after an appropriate time or when issues require further expertise.
- Identifies and leverages opportunities to improve the productivity of faculty and staff by providing just-in-time training on optimal operation of computer hardware, software, and peripherals.
- Eagerly assists other Technology Support staff in resolving issues at their root cause.
Issue and Ticket Management (20%)
- Accurately documents and maintains all support requests and efforts in the ticket management system.
- Ensures support tickets are appropriately transferred, escalated, and closed.
- Keeps customers updated on the status of their open incidents.
- Ensures that customers are satisfied upon ticket closure.
- Compiles, analyzes, and shares reports of interactions via ticket management system with employees, observing trends and suggesting process improvements based on the data.
Other Duties (20%)
- Communicates in a timely and tactful manner via email or other methods to share information on outages, upgrades, and other situations involving technology interruptions or process changes.
- Assists with documenting and maintaining up-to-date, accurate, and helpful information the department's knowledgebase
- Assists in the development and enforcement of computer hardware, software, peripheral, and networking standards and acceptable use policies for students, faculty, and staff.
- Assists with special projects as assigned.
- Acts as an IT liaison between faculty and staff to communicate changes, gather feedback, suggest improvements, and implement solutions.
- Models all institution and regulatory policies, procedures and standards.
- Utilizes self-appraisal to determine progress in meeting performance management system objectives and career goals.
- Proactively works with other members of the College to identify and implement key opportunities for operational improvements.
- Other duties as assigned
To apply, visit https://jobs.clcillinois.edu/postings/27905
jeid-c429abde14ec1748bdf909bedb8aae05
Company
College of Lake County is a comprehensive community college committed to equitable high-quality education, cultural enrichment and partnerships to advance the diverse communities it serves in northeastern Illinois. The college is implementing transformative change through an ambitious and aspirational body of work outlined in its 2024 Strategic Plan to become an organization where every student succeeds and every employee thrives, while supporting every business to achieve and every community to grow. As the community’s open access higher education organization, CLC aims to be the leader in providing innovative education and workforce solutions. College of Lake County commits to meet the ever-changing needs of the diverse communities of Lake County by delivering affordable and accessible education and services across three campuses, a specialized Advanced Technology Center and online programming. CLC offers more than 170 degrees, certificates and noncredit course options in nine fields of interest to meet the transfer and career needs of over 35,000 community members and 15,000 students annually. CLC prioritizes success outcomes for students providing holistic supports that help students achieve their academic, personal and career growth with personalized support from initial onboarding through graduation. CLC has robust co-curricular programming to engage students outside the classroom including 12 intercollegiate sports teams, more than 40 clubs and organizations, growing global education programming, and a performing arts center. CLC also offers GED, English as a second language, personal enrichment and summer camp experiences to nearly 700,000 Lake County residents.
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