Helpdesk Support Technician

Helpdesk Support Technician

Grade 9

VSC UP-PAT Bargaining Unit

FLSA: Non-exempt

About Us:

The Vermont State College System (VSCS) supports the Community College of Vermont and Vermont State University in delivering high-quality higher education to students across the state. The VSCS focuses on providing affordable high quality student-centered and accessible education through dynamic learning environments. As part of the VSCS IT Shared Services supports all users with technology related needs.

Job Overview:

As a Helpdesk Support Technician you will provide first-level technical support to faculty staff and students. This entry-level position is ideal for individuals beginning their IT careers and offers opportunities to develop technical and customer service skills in a collaborative environment.

Responsibilities:

• Help Desk Technical Support: Provide tier 1 support for desktops laptops printers and other peripherals. Troubleshoot and resolve basic hardware and software issues.
• User Assistance: Assist users with IT-related problems including software applications network connectivity and system usage. Respond to helpdesk tickets emails and phone calls in a timely and professional manner.
• Documentation: Record support activities and solutions in the helpdesk ticketing system. Assist in maintaining user guides and troubleshooting documentation.
• Collaboration: Work with other IT professionals to resolve issues and contribute to IT projects. Escalate unresolved issues to Senior Desktop Support Technicians or other appropriate IT staff.
• Supervision: Mentor and oversee student employees working in technical support roles.

Supervision Received:

Direct supervision is given by the Director of Technical Support Services.

Education:

Associate degree in Information Technology Computer Science or a related field or an equivalent combination of education and experience.

Experience:

At least one year of experience in a customer service or technical support role.

Knowledge Skills and Abilities:

• Basic knowledge of Windows MacOS Android iOS and iPadOS operating systems.
• Familiarity with customer service principles and basic troubleshooting techniques.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Willingness to learn and take direction.
• Ability to work collaboratively in a team environment.
• Commitment to supporting a diverse and inclusive community.

Location: This is a full-time position and this person would work on-site at the VTSU Castleton Campus.

Typically this position is scheduled for 37.5 hours weekly. The budgeted wage for this position is $28 per hour.

Physical Requirements: Duties performed cause slight fatigue of eyes fingers or other faculties as a result of repetitive motion and/or long periods of standing or sitting. Duties require little physical effort in work with light to moderate (up to 25lbs) easy-to-handle materials. Duties will occasionally require the climbing of ladders.

Working Conditions: Job is performed in a general office or comparable working area with many and frequent distractions such as noise and interruptions. Work schedule may vary during high volume periods.

This general outline illustrates the type of work which characterizes the job classification. It is not an all-encompassing statement of the specific duties responsibilities and qualifications of individual positions assigned to the classification.

VSCS values individual differences that can be engaged in the service of learning. Diverse experiences from people of varied backgrounds inform and enrich our community. VSCS welcomes all qualified applications including those from historically marginalized and underrepresented populations. VSCS is an equal opportunity employer in compliance with ADA requirements and will make reasonable accommodations for the known disability of an otherwise qualified applicant. Please contact Human Resources for assistance with accommodations at .

All new full-time employees and certain part-time employees will be subject to a criminal background check. Any offer of employment is contingent upon the satisfactory results of this check.

Application Instructions:
In order to be considered please submit a complete application package which includes a cover letter resume/CV employment application and contact information for three professional references at: Experience:

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