Job Description:

Title: Helpdesk Technician II

Pay Rate: $36,270 - $44,390.00/per year. Pay will be determined based on related work experience above required. To be considered in determining pay, all related work experience must be listed on the application.

Department: Information Technology Support

Classification: 2- Hybrid

Number of Positions: 1

Anticipated Closing Date: August 28, 2022

Position #: 601040

Type of Appointment: Full-Time

FLSA Status: Non-exempt

Required Documents Needed to Upload at Time of Application:

• Resume


• Unofficial Transcripts


• Three Professional References (See below)

Reference check requirements:

• Non-supervisory roles: three (3) current or former supervisors


• Personal references (friends, co-workers, clergy, customers, relatives) are not considered acceptable references

Position Summary: The purpose of this job is to work as a member of a team to provide the first level of support for faculty, staff, and student problems and questions regarding computer services at the college. This position draws on general technical knowledge and skills and on familiarity with college procedures to help users who contact helpdesk by telephone, email, text message, online chat, and in person. As the first line of support, the helpdesk team presents the face of college computer and networking services to students and employees, including providing self-help on the website, instructional seminars for students and employees, representation at campus events, etc.

Essential Functions:

20% Troubleshoots and resolves customers' issues with Pellissippi State computer devices, systems and services; routes problems that need to be escalated to the various IT departments, such as, but not limited to: Application Programming Support; Data Analytics; Educational Technology Services; Network Support; Systems & Operations; Technical Support. Ensures the appropriate technician is notified of hardware or software problems, and provides follow-up assistance to faculty, staff and students for the reported problem. [TRIAGE]

35% Provides exceptional customer service and technical expertise for customers via telephone, email, text message, online chat, and in person. Serves as the first line of technical support to end users on a variety of issues. Identifies, troubleshoots, and responds to issues and requests in a timely manner. Support includes, but is not limited to: assisting with solving account access problems, resetting passwords, installing software, answering questions pertaining to college provided services including email, Microsoft Office, scanners, printers, and use of college specific applications such as BrightSpace, Banner, Argos, BDMS, and more, and use of administrative and instructional applications, servers, networks, scanners, printing, and online courses. Resolves issues related to use of consumer electronics (laptops, tablets, smart phones, etc.) on the College network. Assists in the ordering, inventory, delivery and installation of toner. Uses diagnostic tools to identify problems such as, monitoring network status for five campuses. [SCOPE]

20% Maintains a log of customer data, including contact information, problem statement, problem routing and resolution in work order system and appropriate tools. Provides feedback to the organization on customer issues. [RECORDS FOR INTERNAL REFERENCE]

10% Creates, maintains, and assists with online and print documentation for college users of computer services. [DOCS FOR USER REFERENCE]

5% Maintains documentation and policies for the Information Technology Support staff. Assists management in creating and documenting Computer Help Desk procedures. Adheres to all College policies for network, hardware and software use; consults with supervisor about policy and procedure questions. [POLICIES]

5% Fills-in as Open Computer Lab assistant as necessary, performing daily tasks of that position. During hours when Computer Help Desk is open and no Technical Support Group technicians are on staff, may be called upon to perform some duties usually assigned to TSG staff, such as basic troubleshooting of computer or AV equipment in classrooms. [SUB IN LABS OR AS TECH AFTER HOURS]

5% Develops and presents seminars and workshops to educate faculty, staff and student users of specific systems, such as Brightspace, MS Office Products, Office 365, etc. Represents Computer Help Desk at special college events at various campuses hosted by Enrollment Services, Student Life, New Student Orientation, etc. [PRESENTATIONS]

Key Results Areas:

Timely resolution of individual incidents of malfunction, misuse and user uncertainty regarding computer devices, systems, and services, and reduction in frequency of such incidents via user education and summarization of problem reports and user feedback to management and designers of current computer services.

Job Requirements:

Associate's degree in a computer related field and 2 years' experience or high school diploma/equivalent with five years' experience working with computer systems and hardware. It is critical that a vast amount of ongoing training be required which includes knowledge of how proprietary software operates. Additionally, troubleshooting training skills need to be continually developed through the use of Computer Help Desk and online training manuals, peer-to-peer training, and training courses regarding all aspects of the technical world such as for example, software applications.

Part-time work experience is calculated at 50% of full-time experience.

Skills & Abilities:

• Strong ability to analyze problems and troubleshoot solutions


• Strong ability to communicate well with users and exercise graceful patience


• Strong technical knowledge


• Strong de-escalation skills with frustrated users


• Demonstrated ability to remain calm under pressure


• Strong written communication particularly with email at all levels of the organization


• Ability to exercise good judgment


• Demonstrated experience with Microsoft Active Directory is a plus

Complexity & Creativity:

Creative thinking is essential in this position. The ability to visualize a situation from the user's perspective allows for greater troubleshooting potential.

Financial Impact:

1. A Computer HelpDesk Technician is responsible for ordering, inventorying, maintaining, and securing toner inventory. Unknowledgeable and inaccurate ordering could result in very costly waste, and leaving items in an unsecure environment could result in extreme loss.


2. This position is responsible for recycling toner which supports sustainable campus efforts.

Responsibility for Accuracy:

1. An employee that does not recognize or communicate immediately a possible network or server outage could cause a college-wide work stoppage for faculty, students and staff.


2. It is very important, additionally, that when we work with users that before we end the conversation that they understand what username/password is used to access our different systems because some will try access when our Helpdesk staff is not available.


3. Confidential account information could be compromised; therefore, in order to comply with FERPA, confidentiality must be maintained.

Judgement and Decisions:

Handles complex tasks on a daily basis - working with students, faculty and staff, you realize that many when they contact Helpdesk, do not know enough about technology to explain the problem correctly, and additionally it is common that Helpdesk is contacted when the user is stressed and working to meet a deadline. Additionally, many users are apprehensive of technology in general.

The most important task is to ask the correct questions to get to the real problem as quickly as possible, the next step is to determine if it is user error or a problem that may need routing to a specialized technician. To add, there are many times that Helpdesk assists with software that we have never viewed, so listening to what users are viewing on screens is crucial. The last step is an important one - when needed, offer reassurance to the user that all systems are working and they will not have a problem accessing what they need. This last step, reassurance, is the confidence that some users need to continue with their mission. Troubleshooting technology issues are normally easy to address when compared to handling a stressed, inexperienced technology user working on a deadline, this situation always requires a creative approach in assistance to meet their needs.

Physical Demands:

1.Carpal Tunnel from repetition of working on keyboard, due to remaining stationary for prolonged periods of time). In front of a computer, assisting customers over the phone or attending walk-ins seeking help

2.Lift or move 50 lb. boxes of copy paper to deliver to computer labs.

3.Deliver and stock carts of toners in supply room.

4.Exposure to hot rollers and fusers when replacing printer supplies.

Hazards:

1. Carpal Tunnel from repetition of working on keyboard, due to remaining stationary for prolonged periods of time). In front of a computer, assisting customers over the phone or attending to walk-ins seeking help

2. Lift or move 50 lb. boxes of copy paper to deliver to computer labs.

3. Deliver and stock carts of toners in supply room.

4. Exposure to hot rollers and fusers when replacing printer supplies.

Full-time Employment Benefits:

* Insurance Options Health, dental, vision, life, short/long-term disability, FSA/HSA Wellness Incentive Program, if enrolled in health plan

* Educational Assistance Fee Waiver Spouse/Dependent discounts Audit/Non-Credit Reimbursement Program

* Employee Assistance Program

* Retirement options Tennessee traditional pension plan option (TCRS) 401k with $50 company match/457/403b

* Employee Discount program with over 900+companies

* 13 Paid Holidays/Year Includes paid days off the last week of December

* Sick Leave Bank

* Longevity Pay

* Many opportunities for professional development

Special Instructions to Applicants: To be considered for a position at Pellissippi State, you must create an on-line application. Your skills, abilities, qualifications, and years of experience will be evaluated using only what is recorded on your application. Work experience that is not listed on the application will not be considered towards compensation. Please note: attaching a resume does not substitute for completion of the application form. Part-time work experience is calculated at 50% of full-time experience. Please note: to scan, upload, or attach documents, a computer and scanner are available at the Hardin Valley Campus Educational Resources Center, if needed.

Pellissippi State Community College is an EEO/AA/Title VI/Title IX/Section 504/ADA employer

If you have any problems or questions please contact Human Resources at Pellissippi State Community College's Human Resource Office at 865-694-6607 or by email at recruiting@pstcc.edu.

If you are interested in this position, click on the link to the left to apply.

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