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Help Desk Technician

Employer
Spartanburg Methodist College
Location
Spartanburg, SC

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Job Details

Help Desk TechnicianABOUT SMC

Spartanburg Methodist College, founded in 1911, is a private residential liberal arts institution serving a diverse student population within the United Methodist Connection. Since its founding as the first co-op school in the nation, SMC has remained dedicated to its mission to connect education and employment. After over 100 years as an Associate Degree granting institution, the college launched its first bachelor’s degree in 2019. Today, the college’s emphasis on education and employment includes a unique professional development concentration comprised of eight required courses for students seeking associate and bachelor’s degrees.

Help Desk Technician Job Description

All employees of Spartanburg Methodist College are entrusted with assisting the College to achieve its vision and mission. Customer focus, college service, and a willingness to assist as needed are expectations of all employees.

Organizational Responsibilities:The Help Desk Technician reports to the Vice President for Operations.

Job Summary:The Help Desk Technician will support the faculty, staff and students by responding to issues that arrive at the Help Desk via support tickets and walk-ins. They will also assist the Senior Information Technology Specialist in other job-related projects and assignments.

Major Areas of Responsibility:

  • Provide tier 1 technology help desk support to staff, faculty and students and escalate issues and tickets to other teammates.
  • Monitor, triage and assign tickets that arrive within the help desk ticketing system.
  • Support various end user hardware, including Windows, Mac and Chrome OS devices, smart device, such as phones and tablets as well as printing and other peripherals.

Skills, Knowledge and Abilities:

  • The technician must have a motivated attitude to do a good job, perform in a fast-paced environment, prepared to work as a team but also have autonomy with their specific duties and also wear multiple hats.
  • Must have the self-awareness to be able to prioritize tasks and appropriately escalate issues to teammates so that the technician can continue assisting other customers.
  • Experience with supporting and troubleshooting Windows, Mac, Chrome OS desktops and laptops, along with peripherals for those devices.
  • A general knowledge of local and network printing support and printer hardware maintenance and troubleshooting.
  • Willingness to learn new technology and methods for technical support.
  • Knowledge of Active Directory and managing user lockouts and password resets.
  • Must be able to communicate effectively with various personality types and levels of understanding.
  • Collaboration with other departments will be frequent.
  • A positive attitude is required.
  • Customer service is of utmost importance. We will treat each “customer” with respect and compassion.
  • This position requires attention to detail and very good organization and time management.

Working Conditions:The work is performed primarily in an office environment but will require going to different areas across campus to support our customers.

Physical Requirements:

  • Ability to bend, stoop, reach, stand and move around the campus.
  • Occasionally lift up to 50 pounds
  • Manual and physical dexterity and visual acuity needed to operate a computer keyboard and handle paper documents.
  • Sufficient near vision acuity to read information appearing on a computer display screen, in hand-written form, and printed on paper.
  • Adequate hearing and verbal abilities to communicate effectively in person and remotely.

Education and Experience: Associate’s Degree in a technology related field or equitable experience working in the technology field will be considered. A minimum of 1 year of experience in a tech support role is preferred.

HOW TO APPLY:

Please send a letter of interest, resume and list of three (3) references to:

Director of Human Resources
Spartanburg Methodist College
1000 Powell Mill Road, Spartanburg, SC 29301.

Application materials may also be submitted electronically to dunnj@smcsc.edu.

  • Application open until filled.

AA/EOE

FLSA: Fulltime, 90 Day Contract

Spartanburg Methodist College does not discriminate on the basis of race, color, creed, religion, sex, age, national or ethnic origin, disability, veteran status, sexual orientation or any legally protected status in any personnel action regarding the recruiting, hiring, and promotion of faculty and staff members.

This job description provides a representative summary of the nature and responsibilities of the position. It is not intended to be a comprehensive listing of all duties and responsibilities which may be modified at any time. The job description is not intended to imply or to create a contract of employment.

February 2020

Organization

Working at Spartanburg Methodist College

Spartanburg Methodist College, founded in 1911, is a private residential liberal arts institution serving a diverse student population (38% first generation, 52% minority, 59% Pell) within the United Methodist Connection. Since its founding as the first co-op school in the nation, SMC has remained dedicated to its mission to connect education and employment. After over 100 years as an Associate Degree granting institution, the college launched its first bachelor’s degree in 2019. Today, the college’s emphasis on education and employment includes a unique professional development concentration comprised of eight required courses for students seeking associate and bachelor’s degrees.

Learn more on Spartanburg Methodist College’s website

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