Analyst, Help Desk/DESKTOP

Feb 28, 2017
Administrative Jobs
Technology, IT Support & Training
Institution Type
Community College

Job Description: POSITION TITLE: ANALYST, HELP DESK/DESKTOP SFTECS- ALST03 STATUS: Full time DEPARTMENT: Technology Support Services DIVISION: Information Technology CLASSIFICATION: Non-exempt UNION: Support and Technical REPORTS TO: Lead Help Desk Analyst PLACEMENT: Support staff, grade 8 MINIMUM PAY RATE: $48,766 annually Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The student population at the college is diverse in ethnicity, gender, language, age and background. Joliet Junior College is an AA/EO employer and strongly encourages applications from candidates who would enhance the diversity of its staff. POSITION SUMMARY Entry level position, conducts end user support of PC desktop/laptop/mobile device. Provides quality support with high degree of customer service, technical expertise, and timeliness. This position requires the basic knowledge of relevant operating systems (Windows 7/Windows 8.1/Windows 10/MAC OS) and environment. Must have a great problem solving techniques; ability to identify and solve complex problems in product areas, may include problem escalation; and able to handle challenging support situations. This position is designated to support our users both on the phone, remotely and provide desktop visits. ESSENTIAL JOB DUTIES AND KEY RESPONSIBILITIES 1. Conduct day-to-day support and administration of PC desktop systems via phone, email, walk-in, voice mail, remote sessions and desktop visits for faculty & staff. 2. Troubleshoot computers, displays, laptops, printers, projection systems and other peripherals determining if the problems are hardware, software, network, or user based. 3. Answer Support Desk phones and enter issues into call tracking system; maintain and update computer-based reporting and tracking system for computer problems. 4. Assist computer users with software problems and with the basic day-to-day utilization of approved software packages. 5. Coordinate repairs of computer and peripheral equipment by third party vendors when needed. 6. Order spare parts inventory for equipment repair. 7. Coordinate the tracking and disposal of obsolete computer equipment. 8. Maintain inventory databases for all computer hardware equipment and software packages. 9. Provide price quotes for computer equipment for all departments. 10. Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers. 11. Maintain current technical skills and certifications as necessitated by the College's information infrastructure. 12. Participate in team projects that enhance the quality or efficiency of Help Desk service. 13. Perform other related duties as assigned. MINIMUM QUALIFICATIONS 1. Associate's Degree in Computer Science or closely related field or equivalent formal training, credit course(s) work, or work related experience. 2. CompTIA A+ Certification. 3. Two (2) years of experience working with PC/Apple hardware/software. 4. Excellent Customer Service skills; strong verbal and written communication skills. 5. Ability and willingness to work cooperatively with a diverse population. 6. Attentiveness to detail, excellent organizational skills, initiative, and multitasking. PREFERRED QUALIFICATIONS 1. Four (4) years of Help Desk experience. 2. MS Office Certification. 3. ITIL Foundation Certification. 4. Help Desk Analyst Certification (Help Desk Institute, HDI) PHYSICAL DEMANDS 1. Ability to travel between campus locations. 2. Ability to lift and carry up to fifty (50) pounds. WORK SCHEDULE 1. Must be available to work Monday through Friday during regular business hours. 2. Must be available for 1st shift at any given time. (Due to scheduling conflict, staffing, college hours of operation changes that affect the department, etc.) 3. Any shift changes will be communicated via 2 weeks' notice. 4. Ninety (90) calendar day probationary period. WORKING CONDITIONS 1. Duties are performed indoors in the usual office and/or outdoor environment. 2. Must have reliable transportation for servicing problems at other campus locations. Travel expenses are reimbursed in accordance with college policies and procedures. Internal candidates must adhere to the terms of employment regarding length of time in current position as outlined in their union contract. Application Procedures: "Apply to this Job at" Application Deadline: Open until filled Joliet Junior College is an equal opportunity/affirmative action college supporting diversity.