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Volunteer State Community College

Location: GallatinTN 37066 Document ID: AD202-44NK Posted on: 2019-06-2006/20/2019 Job Type: Regular

Job Schedule:Full-time
2019-07-20
 

Help Desk Technician


Help Desk Technician
Volunteer State Community College


Position Summary: The incumbent will work on the Help Desk Services team and provide technical assistance to students, faculty & staff at all Volunteer State Community College campuses. Travel to off-campus sites may be required.

Duties and Responsibilities: The Help Desk Technician responsibilities will include: Provide single-point of contact technical assistance and support for incoming queries and issues for students, faculty & staff related to IT issues submitted via phone, email or in person. Issues include but are not limited to: password resets, account unlocks, email, distribution of software, hardware & software troubleshooting, remote access & VPN support, learning management system & using a service/support request entry method via an ITSM incident tracking system. Respond to these issues including troubleshooting the incident cause and resolution or escalation in a timely manner. If unable to resolve requests at first contact, collects and documents necessary information for appropriate escalation to Computer Operations or other appropriate IT technical teams. Dispatch for emergency incidents involving the Computer Operations, Media Production & Audio Visual Services and other IT teams. Support for student, faculty & staff Wi-Fi systems. Set-up & management of accounts for new & existing users which meet the department requirements in various systems. Works effectively with all areas of the college. Serves on campus committees as appointed. Other duties as assigned.

Required Qualifications: Associates degree and one year of IT/Call Center/Help Desk/Service Desk support or related experience OR a High School diploma/GED equivalent and three years of IT/Call Center/Help Desk/Service Desk support or related experience.

Preferred Qualifications: IT industry certification(s): i.e. ITIL Foundation Certification, CompTIA A+, Network+, Security+ Certification(s), Microsoft IT Certification(s). Experience with TeamDynamix or an ITSM ticketing application. Experience with Active Directory, MS Office & Windows, 7 and 10, Remote Access Support tools, Anti-Virus software, ITIL concepts and best practices, VPN, and Knowledge Base tools.

Knowledge, Skills, Abilities, and Work Characteristics: The successful candidate will have comprehensive knowledge of the use of personal computers proven ability in the use of all pertinent software applications. Must be able to successfully communicate via telephone, email, and person-to-person moderately complex technical information, and accurately compose correspondence and reports. Must demonstrate excellent customer service and team skills. Proficient with MS Windows and MS Office, Active Directory, VPN access / Remote support, and Citrix environment. Must be able to think logically and act decisively in critical situations. Will be required to demonstrate sound troubleshooting skills and have the desire to follow a problem through to resolution. Experience in the use of personal computer hardware and software in a corporate network environment.

Pay Rate: 26,940.00 - 32,330.00 annual salary depending on experience

Posting Date: 5/17/2019

Closing Date:

Open until Filled: Yes

Special Instructions to Applicants:

Unofficial transcripts are acceptable for the application process. Official transcripts will be required upon hire.

Applicants may be subject to a background check.

This position to be filled pending budget approval.

Work Hours: The anticipated hours for this position will be Monday - Friday from 8:00a.m. - 4:30p.m. However, flexibility will be required to work any hours that the Help Desk is open including Monday - Thursday from 8:00a.m. - 8:00p.m., Friday from 8:00a.m. - 4:30p.m. and Saturday from 8:00a.m. - 12:00p.m. depending on needs of the department.

For Full Application Instructions and Position Description, visit: https://tbr.csod.com/ats/careersite/jobdetails.aspx?site=13&c=tbr&id=2713






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