IT Support Desk Technician - Part time

The IT Customer Support Computer Technician provides the “voice of the customer” for the Information Technologies department and is the front-line point of contact for all staff and student related technology concerns and issues.

The IT Support Desk Technician’s role is to provide a single point of contact for end users to receive support and maintenance within the College’s desktop computing environment.

This position is part of a team, focused on providing exceptional service that exceeds user expectations. The proper candidate is a motivated self-starter with strong interpersonal skills, a desire to learn and expand technical proficiencies, and the ability to work within a collaborative, team-oriented environment.

Requisition ID: 
Employee Group: Contingency
Schedule: 
Compensation: 
Reports to: IT Support Desk Team Coordinator
Posting Opens: 
Posting Closes: 

ESSENTIAL FUNCTIONS

• Provide first-line technical support to GRCC’s students, faculty and staff via phone, chat, email, and face-to-face contact.
• Resolve or triage incoming tickets from students, staff and faculty concerning campus technology.
• Learn appropriate software, hardware, and cloud-based applications used and supported by the college and remain current on procedural changes.
• Support college enterprise applications such as campus email, PeopleSoft, Blackboard, Office applications and other applications used by GRCC.
• Collaborates with all IT staff to resolve customer and system issues.
• Troubleshoot and document software, hardware, and network service requests and issues.
• Troubleshoot and provide service to laptops and desktops, both remotely and onsite.
• Develop technical support documentation for Customer Support Knowledgebase.
• Review Customer Support Knowledgebase articles as a part of the KCS review cycle.
• Support Continual Service Improvement process by testing and providing feedback for new services.
• Provision guest wireless connections to campus events.
• Provide initial and follow-up support for college printers, peripherals and accessories.
• Follow through with end users to ensure customer satisfaction.
• Be available to other unit team members, especially student workers for guidance and assistance.
• Maintain confidentiality and comply with HIPAA, FERPA, GRCC policies, and related standards.
• Continually advance personal skill sets through college course work, research, and other educational opportunities.
• Perform other duties as assigned by supervisors.

JOB SPECIFICATIONS

Qualifications

• Minimum Associates Degree preferred, with concentration in computer applications/networking or equivalent experience.

• At least 1-year (preferred) customer service background with technology emphasis.
• Working knowledge of Microsoft Office applications, G Suite, Blackboard, PeopleSoft, web pages.
• Demonstrated ability to troubleshoot PC equipment and software problems.

Skills

• Must be proficient in verbal, written, and interpersonal communication skills to work effectively with people of diverse ages, ethnic, sexual orientation and socio-economic backgrounds.
• Ability to work under pressure in a fast-paced environment. Possess mature judgment and be flexible in regard to interruptions.
• Must use good judgment in handling sensitive or difficult people and situations.
• Must have a good understanding of customer de-escalation techniques.
• Proficient in Internet navigational skills, with ability to upload and download documents.
• Must be self-motivated and resourceful, demonstrating initiative and strong problem-solving abilities.
• Excellent organizational skills, ability to prioritize, and complete tasks in a timely manner.
• Must be collegial and collaborative.
• Must possess a positive attitude.
• Project a professional image, including punctuality and good attendance record.
• Maintain the highest levels of confidentiality and ethical standards.
• Ability to perform daily routine and unexpected duties with minimum supervision.
• Must possess analytical and problem-solving skills.
• Ability to communicate effectively, both orally and in writing, to assist students and staff in a professional manner.
• Demonstrated ability to maintain positive interpersonal relationships and effectively work as a member of a team.
• Ability to learn new computer software and maintain up-to-date skills in computer technology.
• Ability to handle multiple priorities.
• Ability to identify innovative approaches for service delivery that meet our customer needs

Physical Demands

• Ability to lift and move up to 25 pounds.
• Ability to sit for extended periods of time.

Mental Demands

• An interest in working with diverse student populations, who represent a wide range of age, ethnicity, national origin, and ability.
• Demonstrated responsiveness, initiative, and organizational and problem-solving abilities.
• Ability to perform routine and unexpected duties.
• A willingness and an ability to learn college systems.
• High energy level with enthusiasm and an interest in helping and supporting students and colleagues.
• Ability to work under pressure while possessing mature judgment and flexibility in regards to interruptions and schedule changes.
• Must use good judgment in handling sensitive or difficult situations in a professional manner.

Working Conditions

• GRCC will comply with any mandated health and safety requirements. Compliance information is available on our policies website.
• Must be able to work flexible hours (i.e. evenings and night) including occasional weekends.
• Ability to work in a fast-paced environment that calls for flexibility/adaptability and the ability to handle multiple interruptions and make quick decisions.