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Help Desk Support Specialist

Employer
Georgia Gwinnett College
Location
Georgia Gwinnett College
Closing date
Jul 27, 2021

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Administrative Jobs
Institutional & Business Affairs, Clerical & Administrative Support, Technology, IT Support & Training
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Job Details

Job Title: Help Desk Support Specialist
Location: Georgia Gwinnett College
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 225792
Job Summary

Reporting to the Associate Director of Technology Support Services, the Helpdesk Support Specialist will provide superior customer service and advanced helpdesk support to GGC faculty, staff, and students. Core responsibilities include processing helpdesk tickets and serving as escalation point for complex helpdesk issues prior to routing tickets to 2nd and 3rd tier support teams. This position will also provide frontline helpdesk support as needed and assist with day to day operations. This position mentors other Helpdesk staff members and student workers and helps identify opportunities for continuous improvement. The position strives to meet and exceed client expectations and resolve issues on first contact.

Responsibilities
  • Assist with monitoring and processing incoming Helpdesk tickets
  • Provide 1st and 2nd tier support to campus end users regarding technology related issues and requests
  • Troubleshoot and serve as escalation point for production down (P1) issues or issues reported by VIPs to assure tickets are escalated to appropriate group with proper diagnosis
  • Maintain understanding and advanced troubleshooting of laptops, desktops, cell phones, softphone technology, and various applications
  • Maintain understanding and troubleshooting of infrastructure to include network and wireless technologies
  • Responsible for monitoring and bringing tickets to closure within Technology Support Services SLA guidelines
  • Assist student workers with diagnosing and resolving technology related issues via phone, email, chat or walk ins in a timely, customer-focused manner
  • Mentor and provide guidance to student workers and other Helpdesk support staff
  • Properly escalate Helpdesk tickets to 2nd and 3rd tier Information Technology support groups
  • Contribute to the content and knowledge base solutions for Service Desk application
  • Assist with the documentation of standards and processes utilized by the Helpdesk
  • Utilize Active Directory and Azure for account management and computer organizational unit management
  • Recommend Helpdesk operational improvements for increased efficiency and effectiveness
  • Other duties and project work as assigned

Required Qualifications
  • 4 Year / Bachelor Degree in any related field
  • Demonstrated 3 years of experience in Helpdesk or technology support role
  • Demonstrated experience coaching other team members
  • Demonstrated experience with Service Desk application for managing IT requests
  • Demonstrated experience serving as an escalation point for technology related issues
  • Demonstrated experience with end user account management
  • Demonstrated familiarity with Windows and Mac operating systems
  • Demonstrated experience with software installation and printer configurations
Preferred Qualifications
  • Demonstrated 4 years work experience in Helpdesk or technology support role in higher education/public sector environment
  • Demonstrated advanced troubleshooting computer hardware/software issues
  • Demonstrated experience troubleshooting infrastructure and network related issues
  • Demonstrated experience documenting Helpdesk guidelines and business processes
  • Helpdesk/Service Desk certification from a leading 3rd party resource
Knowledge, Skills, & Abilities
  • Excellent customer service skills and the ability to communicate effectively in oral and written form with technical and non-technical clients
  • Demonstrated ability to collaborate with other IT departments
  • Demonstrated ability to troubleshoot and resolve technology related issues
  • Demonstrated experience using Helpdesk/Service Desk ticket management system
Conditions of Employment

Position may require local travel. Ability to lift and carry files and materials. Ability to move from one office to another office on campus. Adequate vision, hearing and manual dexterity to interact with people in person, on the phone and in writing. Must be able to perform the essential functions of the job, with or without reasonable accommodations.

Equal Employment Opportunity

Georgia Gwinnett College is an equal employment, equal access, equal educational opportunity, and affirmative action institution. It is the policy and practice of our institution to recruit, hire, train, promote, retain, and educate persons without regard to race, color, national or ethnical origin, age, disability, sex/gender, religion, sexual orientation, gender identity, genetic information, or veteran status as required by applicable state and federal laws (including Title VI, Title VII, Title IX, ADA, Sections 503 and 504 of the Rehabilitation Act, AREA, and Executive Order 11246 ). For questions or more detailed information regarding this policy, please contact the Georgia Gwinnett College Human Resources Team at (678) 407.5070 or email [email protected] Individuals requiring disability related accommodations for participation in any event or to obtain print materials in an alternative format, please contact the Payroll and Benefits at (678) 407.5070 or email [email protected] Any individual who feels that they may have been discriminated against, should contact the Office of Diversity & Equity Compliance at [email protected]

Background Check
  • Standard + Education
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