Analyst, Help Desk/Desktop

Job description

Posting Number:


Position Title:

Analyst, Help Desk/Desktop


Technology Support Services


Information Technology


Support Staff

FLSA Classification:


Union/Non Union:


Full Time / Part Time? :

Full Time

Salary Range - Minimum:

$48,766 annually

Hours per week:


Temporary? :


Open Until Filled:


Special Instructions to Applicants:

For full consideration, unofficial transcripts for the required degree (if applicable) must be attached and submitted at the time of application.

Advertising Summary:

Founded in 1901 as the nation’s first public community college, JJC’s dedication to student learning, community prosperity, and personal growth has influenced generations of students and community partners. Our six campuses and extension centers ensure accessibility and empower 30,000 students annually to improve their lives through the power of education.

Our commitment to our mission drives the change and innovation necessary to meet the evolving needs of our students, employees, and community. Our continued success is drawn from talented, diverse, and committed employees whose knowledge and passion for education create a thriving culture both in and out of the classroom.

JJC supports an inclusive and collaborative environment where everyone can learn, grow, and perform at their best. We invite you to apply your skills and experience in a way that supports excellence and rewards your contributions. Join our family and make JJC your first choice!

The college supports this commitment by providing full-time employees with a comprehensive benefits package for our full-time employees including:

Blue Cross Blue Shield of Illinois (employee & family)

  • Medical

  • Dental

  • Vision

Flexible Spending Account

403(b) and 457(b) option for pre-tax retirement savings
Joliet Junior College Tuition Assistance (employee & family)
Long Term Disability

Life Insurance & a comprehensive leave plan including:

  • Federal holidays

  • Vacation

  • Personal

  • Sick

Link to Human Resources website:

Job Details:

STATUS:Full time
DEPARTMENT:Technology Support Services
DIVISION:Information Technology
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.

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.

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.

Compliance Announcement:


Joliet Junior College is committed to assisting members of the JJC community in providing for their own safety and security. The annual CLERY security compliance document along with the Fire Safety Report (FSR) and the Missing Person Policy (MPP) for students residing in “on campus” student housing is available at the JJC Police Department website :

If you would like to receive the ASR, FSR or MPP in booklet form, you may stop by the Campus Police Department located on Main Campus in G 1013 or call Campus Police at 815-280-2234. The website and booklet contain information regarding campus security and personal safety such as crime prevention and reporting, police law enforcement authority, disciplinary procedures and other related security policies. They also contain information about crime statistics for the three previous years for all JJC campuses, property owned and controlled by JJC District 525 and on public property immediately adjacent to JJC campuses.

This information is required by law and is made available by the Joliet Junior College Police Department.




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Job No:
Posted: 1/6/2021
Application Due: 1/20/2021
Work Type: Full Time