Helpdesk Technician

Position Description

DEFINITION:
Provides Tier 1 support to CFCC students, faculty, and staff via phone, email, computer chat, and in-person. Asks appropriate questions and use knowledge and resources to diagnose and resolve their issues. Escalates issues that extend beyond Tier I span of control.

SUPERVISION RECEIVED AND EXERCISED:

• Receives general supervision from the Technical Support Manager.
• Exercises no supervision.

Duties & Responsibilities (Essential Functions)

ESSENTIAL AND OTHER IMPORTANT FUNCTIONS STATEMENTS:
Essential and other important responsibilities and duties may include, but are not limited to, the following:

Essential Functions:

• Assign Help Desk tickets in a timely manner
• Respond to customer issues via phone, email, computer chat, walk-ins, and any other form of contact
• Provide a high level of customer assistance
• Document customer interactions
• Run diagnostics to resolve customer reported issues
• Escalate issues to the next Tier with next level of difficulty
• Install, make changes and repair computer hardware and software
• Follow-up with customers to ensure issues are resolved

• Assist with creating and editing documentation in IT Services systems.
• Clean, organize, and maintain the Help Desk and related storage areas when necessary
• Assist in inventory tracking and auditing
• Perform other related duties and responsibilities as assigned

• Computer operating systems and various software programs and applications

• Web-based software

• Basic network concepts including wireless

• Safe web surfing practices

• Other devices used for online instruction (i.e., tablets and smartphones)

• Communicate in a professional and effective manner both verbally and in written form
• Diagnose and resolve basic computer technical issues
• Keep detailed notes on tickets
• Perform general clerical activities as assigned.
• Understand and follow oral and written instructions.
• Establish and maintain cooperative working relationships with those contacted in the course of work
• Interpret and apply CFCC goals, objectives, policies, procedures, rules, and regulations
• Maintain effective audio-visual discrimination and perception needed for:
  • Making observations
  • Reading and writing
  • Communicating with others
  • Operating assigned equipment
  • Handling varied tasks simultaneously
• Maintain physical condition appropriate to the performance of assigned duties and responsibilities, which may include the following:
  • Standing or sitting for extended periods of time
  • Bending, stooping, and ability to lift up to 50 pounds
  • Operating assigned equipment
  • Handling varied tasks simultaneously
• Maintain mental capacity, which allow the capability of:
  • Making sound decisions
  • Responding to questions
  • Demonstrating intellectual capabilities

Qualifications

EXPERIENCE AND TRAINING GUIDELINES:
Any combination of experience and training that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

Minimum Education/Training:

• High school diploma or GED

• One year of professional experience in the use of computer equipment and a variety of software involving customer service
• Experience with computers and printers within a networked environment

• Associate’s degree, with course work in computer applications, database management, computer repair, networking, or a related field
• Two or more years of experience working in an enterprise computer support organization is desirable
• Experience with a Help Desk application is preferred
• Experience with wireless networks and mobile apps is desirable
• Experience with online applications is desirable

Supplemental Information

Special Instructions to Applicants:
This position REQUIRES UNOFFICIAL TRANSCRIPTS AND/OR TRAINING CERTIFICATIONS be submitted in addition to the application. Please have these documents ready to upload when applying.

Candidates are required to submit OFFICIAL TRANSCRIPTS for all degrees obtained prior to their first day of work or hire date. If highest level of education is High School diploma or equivalent, proof of completion is required.

Candidates who have obtained their education outside of the US and its territories must have their academic degree(s) validated, at their own expense, by an outside credential evaluation service as equivalent to the Baccalaureate or Master's degree conferred by a regionally accredited college or university in the United States.

STATEMENT OF NON-DISCRIMINATION

Cape Fear Community College, its faculty and staff, and the Board of Trustees are fully committed to the principles and practice of equal employment and educational opportunities. The College does not discriminate against applicants, students, or employees in any programs and activities provided on the basis of race, color, national origin, sex (including pregnancy and sexual orientation), gender (including gender identity and status as a transgender or transsexual individual), disability, religion, age, genetic information, veteran status or any other protected status as required by Title IX of the Educational Amendments of 1972, Americans with Disabilities Act of 1990, Section 504 of the Rehabilitation Act of 1973, Title VII of the Civil Rights Act of 1964 and any other applicable statutes and CFCC policies.