Associate Help Desk Support
Associate Help Desk Support
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Job Description
Position Title:
Job Description:
HINDS COMMUNITY COLLEGE
JOB TITLE: Associate Help Desk Support
REPORTS TO: Adam Simmons
DEPARTMENT: Information Technology
EXEMPT: No
VICE PRESIDENT: Keri Cole
GENERAL STATEMENT OF THE FUNCTION
All Hinds Community College employees must commit to the Caring Campus approach to student engagement and daily apply these general behavioral objectives: listen to student questions and concerns with a positive attitude and make meaningful connections with students.
The Associate Help Desk Support position will be responsible for the frontline troubleshooting and technical support of user accounts hardware software mobile telecommunications and other technological products or services. This position handles requests for assistance from various sources including telephone email inperson and chat. They will also provide advice and guidance to end users with varying levels of technical competency. Collaboration with Information Technology staff and leadership team members may be required at times to facilitate resolutions.
QUALIFICATIONS REQUIREMENTS
To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Knowledge of computing functions and ability to troubleshoot common hardware/software issues for Windowsbased PCs.
- Knowledge of basic software packages such as Microsoft Office products Adobe products and learning management systems.
- Knowledge or experience with IT Service Management software such as ServiceNow Remedy Zendesk or others.
- Ability to work with people with varied technological skills.
- Ability to understand instructional and technical processes products or concepts.
- Effective communication skills including speaking writing and active listening.
- Possess strong customer service interpersonal skills and phone etiquette.
- Strong time management organizational and prioritization skills.
- Proficiency in documenting support interactions troubleshooting steps and resolutions.
EDUCATION AND/OR EXPERIENCE
Should meet at least one of the following:
- Associates degree in computer science or equivalent field from a regionally accredited institution
- Standard high school diploma or GED and a minimum of three years of relevant experience.
- Any equivalent combination of education and experience which provides the required knowledge skills and abilities to perform the essential duties and responsibilities of the position.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Maintain knowledge of diversityrelated issues legislation and best practices.
- Provide technical and troubleshooting support related to computer software hardware mobile devices & other technology products and tools to end users.
- Diagnose technology issues resolve issues immediately or escalate to appropriate support staff by telephone email in person or through remote interaction with users workstation.
- Perform account management functions including but not limited to unlocking user accounts reenabling computer accounts password resets and user identity verification.
- Maintain a professional demeanor and a positive attitude while managing customer relationships; sets expectations for timely resolutions within established policy and procedure.
- Creates and monitors ITSM work orders; routes any unresolved issues to the next level of support work queues; escalates urgent or emergency situations to supervisor.
- Maintain strict privacy policies following FERPA regulations.
- Remain informed about policies and guidelines and assist with compliance.
- Assist in the development of technical support and procedural documentation.
- Document and log technical problems as appropriate.
- Remain informed of technological developments.
- Work with students employees and internal team members from diverse backgrounds and education levels.
SUPERVISORY RESPONSIBILITIES:
None
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job the employee is regularly required to use hand to finger handle or feel objects tools or controls; reach with hands and arms; and talk or hear. The employee frequently is required to stand walk sit taste and smell. The employee is frequently required to sit.
The employee is occasionally required to stand; walk; and stoop kneel crouch or crawl.
The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
The noise level in the work environment is usually moderate and the employee is occasionally required to perform job responsibilities in the outdoors and off site.
We promote a culture of inclusion for all employees that respects individual strengths ideas and capabilities. We believe that our differences enable us to make better decisions drive innovation and deliver better results.
Mission
Hinds Community College is committed to moving people and communities forward by helping develop their purpose passion and profession.
Vision
Hinds Community College will be a catalyst to create a competitive economy and a compelling culture for Mississippi.
Values
Hinds Community College aspires to the following IDEALS:
- Integrity
- Diversity
- Excellence
- Accountability
- Leadership
- Stewardship
In compliance with Title VI of the Civil Rights Act of 1964 Title IX Education Amendments of 1972 of the Higher Education Act Section 504 of the Rehabilitation Act of 1973 the Americans with Disabilities Act of 1990 and other applicable Federal and State Acts Hinds Community College offers equal education and employment opportunities and does not discriminate on the basis of race color national origin religion sex age disability or veteran status in its educational programs and activities. We recognize our responsibility to provide an open and welcoming environment that fosters a culture of diversity equity and inclusion for employees and students to collaboratively learn work and serve our communities.
The following have been designated to handle inquiries regarding these policies:
EEOC Compliance: Coordinator of Campus Culture and Diversity
Box 1100 Raymond MS 39154; Phone:or Email: .
Title IX: Associate Vice President Student Services Title IX Coordinator
Box 1100 Raymond MS 39154; Phone:or Email: .
Full Time/Part Time:
Position Type:
Job Classification:
Scheduled Hours:
Required Experience:
IC
Employment Type
Full-Time
