Help Desk Support Specialist

Summary

The Help Desk Support Specialist assists in the day-to-day operation and administration of the IT Help Desk.  This position shares responsibility for the first level of response, solving many technical issues immediately, while referring more extensive requests to IT specialists. In case of referrals, this person must be able to evaluate the urgency of each problem and assign the appropriate status to a help ticket.

Excellent Customer Service is the core of this position.  Also vital is the previous knowledge of and/or the ability to learn a wide range of IT topics.  These include diagnosing problems and troubleshooting the latest Windows and Macintosh Operating Systems and related hardware, Smartphones and Tablets (iOS, Android), and productivity suites, such as Microsoft Office.

This position will primarily be working in a traditional office setting.  For tasks outside the Help Desk, this position will be required to work in classrooms, labs and offices around campus and on rare occasions, may be required to work outside its normal work schedule.  For hardware and delivery-related tasks, being able to lift objects up to 40lb is required.

Primary job responsibilities include:

• Day-to-day operation of the Help Desk.  This includes answering and addressing Help Desk calls, emails and walk-ins and, wherever possible, clarifying and solving end user problems immediately.
• Help Desk ticket system management, analysis, and support.  This includes referring major problems to other IT staff, recording relevant information, logging unresolved calls and emails into the Help Desk ticket system, and assigning tickets to IT staff based on organizational guidelines.
• Co-authoring and updating the IT Knowledgebase articles.
• Co-supervision of the Help Desk student assistants.  This involves assisting in managing the student assistants with tasks including scheduling, training, and assigning work.
• Ordering Supplies.  This would mainly be ordering paper and toner for the Library Public printers and other miscellaneous User Services related items.
• Assisting with campus computing support tasks including, but not limited to:
  • General hardware and software support on all college-provided computers.
  • Delivery and setup of computing and printing equipment.
  • Assisting with updates on lab and classroom computers.
  • Responding to desktop support-related help tickets.
• Preparing and managing loaner laptops for Faculty and Staff.  The Help Desk has a small collection of loaner Dell and Mac laptops that are loaned out in 2 week increments to Skidmore Faculty and Staff. This position co-manages the loaning out of the laptops, preparing them and keeping track of them.
• Taking care of documented tasks and fixes outlined in the IT Knowledgebase articles, such as account resets, MFA resets, and printer installs on faculty, staff and student computers.

Required Qualifications:

Education: Associates degree required for the position. BA/BS degree preferred.   

Other qualifications include:

• One year of call center experience or a similar customer service-related field is required.  At least one year of related information technology experience is preferred.  Experience in Microsoft Windows and Apple Macintosh operating systems and software such as Microsoft Office is very important.  A background in higher education technology support is beneficial.
• Knowledge of Windows and Macintosh computers is advantageous. Familiarity with additional hardware (mobile devices, scanners, and other external devices), basic networking, classroom management and presentation technologies is desirable. Basic management skills are preferred. The ability to communicate effectively using a variety of modalities (phone, email, walk-in traffic) is critical. Also requires analytical reasoning, problem solving, organizational/time management skills, and flexibility, initiative and resilience to stress. Demonstrated skill in the area of customer service is valued.

Pay rate: $23.00 - $25.00 per hour

Required documents needed to apply:

• On-line application
• Cover Letter
• Resume
• List of Three References

EEO STATEMENT

Skidmore College is committed to being an inclusive campus community and, as an Equal Opportunity Employer, does not discriminate in its hiring or employment practices on the basis of race, color, creed, religion, gender, age, national or ethnic origin, physical or mental disability, military or veteran status, marital status, sex, sexual orientation, gender identity or expression, genetic information, predisposition or carrier status, domestic violence victim status, familial status, dating violence, or stalking, or any other category protected by applicable federal, state or local laws.

Employment at Skidmore College is contingent upon an acceptable post-offer background check result.

CREATIVE THOUGHT MATTERS.