Help Desk Specialist
- Employer
- South Texas College
- Location
- McAllen
View more categoriesView less categories
- Administrative Jobs
- Technology, IT Support & Training
- Employment Type
- Full Time
- Institution Type
- Four-Year Institution
Job Details
Help Desk Specialist
Full Time
JR100101
Special Instructions
This is an online only application
Thoroughly redact or block security sensitive information including social security number, date of birth, age, citizenship status, sex/gender, ethnicity, marital status and applicant photos from all documents. Failure to block such information will render the application ineligible. To see a sample, click here. All uploaded documents become part of the applicant's application and are viewable to personnel involved in the hiring process.
Transcripts
Transcripts must be from an institution accredited by an accrediting agency recognized by the U.S. Department of Education or the Council for Higher Education Accreditation (CHEA).
Foreign transcripts
Applicants submitting employment applications with foreign transcripts must provide transcript equivalency documentation from an approved evaluation service. The evaluation service must be a member of the National Association of Credential Evaluation Services (NACES). The evaluation service links on the following site are provided by South Texas College for your convenience but are not affiliated with South Texas College: NACES Members
Job Description
Department: Digital Learning
General Statement of Job
The Help Desk Specialist serves as lead support for the Distance Learning clients (faculty, staff, students). Organizes workflows and customer service plans to support online, hybrid, and web-enhanced classes. Collaborates with other Distance Learning Department service areas to implement training and development options for clients.
Specific Duties and Responsibilities
Essential Functions:
- Serves as lead support for the Distance Learning Help Desk.
- Participates as a part of the department service team to provide guidance to students, staff and faculty on the use of the learning management system, technical inquiries, after-hours service, and with online, hybrid and web-enhance courses, password resets, and other technical issues.
- Assists Distance Learning department with trainings, workshops, and seminars for Blackboard and other college supported learning applications.
- Provides second level contact as tier II support on escalated inquiries and seeks appropriate
- Assists students/faculty on how to access and effectively use additional third-party software applications and services licensed to work with Blackboard (i.e. Respondus Lockdown Browser, Pearson, Respondus Monitor, and others associated with coursework in Blackboard).
- Properly escalates unresolved inquiries to the next level of support.
- Monitors and assists with the ticketing system, Blackboard SmartView, telephone calls, and online chats.
- Maintains accurate records of completed and pending tickets using the ticketing system, Blackboard SmartViews.
- Creates weekly reports on all tickets from the ticketing system, Blackboard SmartView system, cisco agent (telephone calls), and online chats for the Coordinator of Distance Learning Technologies.
- Develops and maintains a consistent departmental knowledge base to assist students, staff, and faculty with answering technical support inquiries in all platforms (learning management system, after-hours service, ticketing system, and online chats).
- Establishes and maintains successful partnerships with other College departments to aid in the support of student, faculty and staff familiarities with Distance Learning technologies.
- Supervises, trains and schedules the help desk technicians and work-study staff.
- Develops and maintains training instruction guides for onboarding the Distance Learning Helpdesk Staff.
- Performs other duties as assigned.
Required Education and Experience
- Bachelor's degree required.
- Documented customer service experience required.
- At least one year of experience of LMS (learning management system) administration preferred.
Required Knowledge, Skills and Abilities
- Excellent oral, written, presentation, and interpersonal communication skills.
- Strong computer skills with knowledge of Microsoft Office including, but not limited to, Word, Excel, PowerPoint, and Outlook, the Windows environment, and internet research skills.
- Knowledge of instructional technology for online courses.
- Ability to prioritize, organize, and complete multiple tasks with attention to detail, within stated deadlines.
- Ability to work independently as well as a team player within department and with others.
- Ability to adapt to constant change and periods of fast-paced, high-intensity work situations.
- Ability to work evenings and/or weekends as needed; willing to travel throughout the college district using own means of reliable transportation.
- Demonstrated commitment to achieving the vision and mission of South Texas College.
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to write reports and business correspondence.
- Ability to effectively present information and respond to inquiries from groups of students, faculty, staff, administrators, and the general public.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Checks, Certificates, Licenses, and Registrations
- Security Sensitive position: All applicants are subject to a criminal background check under South Texas College policy.
- Must have or qualify for a valid Texas driver's license and proof of liability insurance.
Physical Requirements
- Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.
- Bending the body downward and forward by bending leg and spine.
- Perceiving attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips.
- Picking, pinching, typing, or otherwise working, primarily with fingers rather than with the whole hand as in handling.
- Applying pressure to an object with the fingers and palm.
- Perceiving the nature of sounds at normal speaking levels with or without correction.
- Ability to receive detailed information through oral communication, and to make the discrimination in sound.
- Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. Occurs to a considerable degree and requires substantial use of upper extremities and back muscles.
- Ability to make rational decisions through sound logic and deductive processes.
- Expressing or exchanging ideas by means of the spoken word including the ability to convey detailed or important spoken instructions to other workers accurately and concisely.
- Sitting particularly for sustained periods of time.
- Bending body downward and forward by bending spine at the waist. Occurs to a considerable degree and requires full motion of the lower extremities and back muscles.
- Close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; and/or extensive reading.
- Mobility to accomplish tasks, particularly for long distances or moving from one work site to another.
The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.
Minimum Compensation
$20.50 Hourly
Desired Start Date
February 28, 2025
Posting Close Date (No Close Date if Blank)
11 February 2025 11:59pm
To apply, visit https://southtexascollege.wd12.myworkdayjobs.com/en-US/STC/job/Pecan-Campus-McAllen-Texas/Help-Desk-Specialist_JR100101
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Organization
Founded in 1993, South Texas College is accredited by the Southern Association of Colleges and Schools Commission on Colleges and offers more than 120 degree & certificate options, including associate degrees in a variety of liberal art, social science, business, math, science, technology, advanced manufacturing and allied health fields of study. Additionally, South Texas College is the only community college in the State of Texas to offer four baccalaureate degrees. South Texas College has a faculty and staff of more than 2,700 to serve the college’s five campuses, two higher education centers, and one virtual campus.
Since 2000, the Dual Credit Programs has served over 100,000 high school students at 70 high school sites, saving families over 200 million dollars in tuition.
South Texas College is accredited by the Southern Association of Colleges and Schools Commission on Colleges to award the Baccalaureate and Associate degrees. Contact the Commission on Colleges at 1866 Southern Lane, Decatur, Georgia 30033-4097 or call 404-679-4500 for questions about the accreditation of South Texas College.
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