Help Desk Agent

Job Posted 7/7/2021

Employee Type: Staff

Status: Full time – Non-exempt

Hours: 10 am – 6:30 pm

Department: Information Systems

Reports to: Help Desk Manager

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Job Summary:

This position exists for the purpose of providing support and maintenance for the various technology hardware and software of the College.

Personal Qualities:

• The desire to grow, develop, and mature, both spiritually and professionally.
• The ability to create and maintain a Christian professional atmosphere in all internal and external relationships.
• A spirit of cooperation and willingness to serve others.
• The desire and ability to disciple and mentor students.
• A professional appearance.

Education and Experience: 

• Associate degree in Computer Science, Information Systems field or 2 years’ experience in IT related Help Desk or Customer Service field.
• Demonstrated record of continuing education to stay abreast of changing computer science operations.
• Some experience in college environment or corporate Help Desk preferred.

Required Skills/Abilities:

• Demonstrated ability to perform basic troubleshooting, diagnostics and cabling on site specific PCs and printers.
• Ability to interact with end-users to diagnose and maintain various PCs, printing, networking or telephone problems.
• Familiarity with a Windows based software environment, including Office productivity suites, networking and printing issues. Ability to diagnose and solve software related problems, along with ability to work with end-users regarding their use of the systems.
• Think logically, clearly, productively, and under pressure.

Duties/Responsibilities:

• Daily interaction with Help Desk Ticket System in line with the department’s Service Level Agreement.
• Assist the Help Desk Manager by performing tasks associated with supporting computer hardware, software, printing, networking or telephone systems.
• Monitor status of all aspects of computer hardware, software, printing, networking and communication systems with timely escalation and communication to Help Desk Manager as appropriate.
• Diagnose & resolve all PC, software and printing problems that arise in Staff, Faculty, and Public/Student access computers.
• Keep abreast of current PC technology.
• Assist with installation, support and maintenance of classroom technology.
• Performs other related duties as assigned.