Technician, Service Desk

Job Summary

In accordance with established customer service and support policies and procedures this position will report to Manager Service Desk providing service desk diagnostic support. Responsibilities will include interface to all HCC Faculty Staff and Student as 1st call resolution quality assurance and technical point of contact for IT via service desk best practices and end user work order requests. This position will provide troubleshooting assistance to Service Desk Technician Sr. via the reporting system and service outages as reported to the Service Desk for support.

ESSENTIAL FUNCTIONS

Process all service calls to the Service Desk via a work order request incident or task in BMC.

Create all incidents for faculty staff and student requests with hardware and software issues desktop support needs student enrollment and registration inquiries and account password reset support and process as 1st call resolution and close.

Create all tasks for all faculty staff and student requests requiring specialized support and route to IT work groups for support and resolution;

Ensure all faculty staff and student needs are supported via the Customer Support service level agreement (SLA) as it relates to customer service best practices and service and system offerings.

Responsible for utilizing Automated Call Distributor (ACD) and Unified Call Content Express (UCCX) service desk agent systems in support of call accounting and processing.

Responsible for notifying internal and external users of identified service and system issues and confirmed outages in IT.

Responsible for notifying work groups of requested hardware/software desktop services installations and repairs.

Responsible for troubleshooting service issues over the telephone with users.

Interact with other Service Desk Agents to research problems and provide resolution for users. Assist with maintaining historical work order databases.

Assist end user to determine scope of work for service requests.

Research and assist with staff training on potential use of existing technology and new technology.

Assist with event management planning planned service outages or upgrades in IT.

Manage and prioritize workload as defined by call volume and IT projects.

Provide after-hour weekends and holiday support as required by needs of the business or scheduled or unscheduled service maintenance windows.

*Must have a reliable internet access at home to work remotely under some circumstances.

Perform other duties tasks and assignments as required.

QUALIFICATIONS

Education & Experience

High School Diploma or GED required

Associate degree in computer science or related field preferred

2 years direct work experience in service desk or automated call distributor (ACD) and unified contact center environments required

Licensing & Certification

Valid Texas Driver License

HDI Support Center Analyst Certification preferred

Special Skills

MS Office Programs

Information Management Systems

Basic Operating System Software

Basic Remote Support

Basic Hardware and Software Troubleshooting

Competencies

Delivering High Quality Work

Accepting Responsibility

Serving Customers

Supporting Organizational Goals

Driving Continuous Improvement

Acting with Integrity

Thinking Critically

Managing Change

Communicating Effectively

Working Conditions

General office. Must be able to perform all job requirements with or without reasonable accommodations; remain in a stationary position during shift; move items weighing up to 25 pounds; position self to operate job equipment; apply established protocols in a timely manner. Must access input and retrieve information from technology devices; communicate with others to accomplish job requirements. May be required to work after hours to include weekends and holidays.

SECURITY SENSITIVE: This job class may contain positions that are security sensitive and thereby subject to the provisions of Texas Education Code 51.215