Helpdesk Support Technician (Part-time)

Employer
Lake Michigan College
Location
Michigan, United States
Salary
Salary Not specified
Posted date
Sep 20, 2021

View more

Position Type
Administrative, Business & Administrative Affairs, Computer Services & Information Technology
Employment Level
Administrative
Employment Type
Part Time


Helpdesk Support Technician (Part-time)

Posting Number: 0000831
Reports to:
Department: Information Technology
Classification: Classified/Support
Full or Part-time: Part Time

Job Summary:
This is a part time 25 hour per week, non exempt position. In a team environment, the helpdesk support technician offers support and technical assistance to The College end-users who are using software, hardware, or other computer systems and need help completing tasks or troubleshooting problems through diagnostic tests and remote access to their computers.

Essential Functions:
1. Serve as the first point of contact for customers seeking technical assistance over the phone, email, or the service desk ticketing system2. Record events and problems and their resolution in the ticketing system3. Perform routine troubleshooting through diagnostic techniques and pertinent questions4. Troubleshoot, diagnose, and resolve technical hardware and/or software issues5. Determine the best solution based on the issue and details provided by customers6. Provide quick resolution and excellent customer service7. Provide accurate information on IT products and services8. Redirect unresolved issues to the next level of support personnel9. Provide needed information on IT products or services10. Keep record of problems and their resolution 11. Follow-up with customers 12. Provide feedback on processes and make recommendations on areas to improve13. Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting14. Suggest improvements on procedures15. Assist with Installation, configuration, and upgrades for PC software16. Assist with maintaining inventory of equipment and software17. Pass on any feedback or suggestions by customers to the appropriate internal team18. Maintain a resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise

Other Duties:
1. Performs other duties as assigned.

Accountabilities:
Under supervision of the Executive Director if IT, the part-time helpdesk support technician manages incoming requests and creates solutions to unexpected problems. The individual will be heavily involved with day-to-day helpdesk activities, including resolution of IT problems, answering call and emails, responding to incoming tickets, communication with IT staff and customers, and providing timely support to ensure timely response within applicable SLA timeframes and appropriate resolution.

Job Specifications:
§ Associate degree in Computer Information Systems (CIS) or Computer Science (CS) is preferred§ A+ or equivalent certification is required§ General awareness of computer systems, PC repair, and network management is required§ Good knowledge of and demonstrated ability to troubleshooting issues§ Hands-on experience with diagnosing and resolving basic technical issues§ Ability to effectively interface with technical and nontechnical staff at all levels§ Proven communication, active listening, analytical, and problem-solving skills required§ Customer oriented and patient§ Excellent communication and interpersonal skills

Grade: A13
Salary Range:

Special Instructions to Applicants:
Official transcripts required upon hire.

Virtual Campus tour:
Lake Michigan College’s YouTube Channel

Part time staff are not employed directly by Lake Michigan College with a few exceptions based on MSPERS retirement program. All others are employed thru EDUStaff, LLC. If you are selected for one of these roles, you will be required to complete EDUStaff’s employment application and on-boarding processes.

Open Date: 09/17/2021
Closing Date:

To apply, visit https://lmc.simplehire.com/postings/3921

About Lake Michigan College
Lake Michigan College is a community college in southwest Michigan. We have three campuses --two of which are located ten minutes from our namesake’s breathtaking shoreline.

Like other community colleges, we offer associate degrees, certificates, and even a baccalaureate degree. But what sets us apart from our peers is our seemingly limitless potential and our people - people who care deeply about our region’s future and who are committed to student success and exemplary educational programs, strong alignments with both established and emerging industries, and productive partnerships with the communities we serve.

Faculty and staff at LMC enjoy excellent benefits and a supportive and friendly work environment. LMC recently received a Capital Outlay grant from the State of Michigan and a new millage from the southwest Michigan community, so the college’s facilities will be getting innovative, sustainable upgrades in the next few years that will contribute to the comfort, productivity and collaborative environment for all employees.

Living in Southwest Michigan
Southwest Michigan attracts millions of tourists who come for our beaches, wineries, and nationally acclaimed golf courses. But many who visit, choose to stay for our great schools, low cost of living, and high quality of life.

LMC’s main campus is nestled in a watery and wooded wildlife sanctuary, yet it’s less than a half-day’s drive from major metro areas including Chicago, Milwaukee, Detroit, and Indianapolis.

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