Job Information
Hagerstown Community College Help Desk Technician in Hagerstown, Maryland
SUMMARY STATEMENT
The Help Desk Technician is responsible for front line IT user support and customer service on college supported computer hardware and software. This position is required to troubleshoot problems and advise the users on appropriate action. The Help Desk Technician is also responsible for managing the IT work order system and keeping IT management up-to-date on the status of all work orders.
ORGANIZATIONAL RELATIONSHIPS
A. The Help Desk Technician reports directly to the Assistant Director of Information Technology.
B. This position does not require direct supervision.
DUTIES:
A. Support Faculty and Staff
Respond to requests for technical assistance via phone or electronically
Diagnose and resolve level I technical hardware and software issues
Advise user on appropriate action with computer issues
Stay current with system information, changes and updates
Reset passwords as needed in accordance with IT security policies
Follow standard help desk procedures
B. Manage the IT department work orders
Redirect problems to the appropriate resource(s)
Keep IT Management up-to-date on the status of current work orders
Serve as point of contact for users on work order status
Identify and escalate situations requiring urgent attention
Track and route problems and requests and document resolutions
C. Support students
Help students access and use the College systems including Self-Service, Student email, and networked systems
Direct students to the appropriate departments for assistance
Reset passwords as needed in accordance with IT security policies
Requirements
EDUCATION AND EXPERIENCE
Associate's degree in computer information systems or related field required, bachelor's degree preferred; three to five years of experience; or any equivalent combination of experience and training which provides the required knowledge, skills, and abilities; training or experience in Quality Assurance methods and programs desired; Certified Quality Analyst (CQA) designation highly desired; experience with Ellucian Colleague or other integrated relational database highly desired and customer services software packages preferred.
SKILLS AND ABILITIES
Ability to communicate both orally and in writing in non-technical English; ability to deal tactfully, effectively, and fairly with people; ability to establish and maintain effective working relationships; ability to plan, assign, train, and direct the work of others; programming and management skills; good keyboard skills; ability to work under pressure and make judgements in accordance with established policies and procedures; ability to work independently in the absence of detailed instructions; ability to operate a variety of computer and network equipment.