Help Desk Technician

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Help Desk Technician

Salary

$16.00 - $18.00 Hourly

Location

Quad Cities Campus - Moline, IL

Job Type

Full-Time Staff

Job Number

22-00396

Department

ITS

Opening Date

12/19/2024

Closing Date

1/1/2025 11:59 PM Central

Work Hours

M-TH 9-6, Friday 10-5

Application materials required

Resume, Cover Letter

• Description

• Benefits

• Questions

General Information & Responsibilities

The Help Desk Technician II provides Help Desk “close on first contact” problem resolution, on-site technical troubleshooting when needed, remote troubleshooting, and technical support for Black Hawk College students, faculty and staff. Responsible for troubleshooting, problem reporting, and follow up of issues involving mission critical information systems that support the College’s business processes and student learning.

Description of Duties

DESCRIPTION OF ESSENTIAL DUTIES:

a. Receives and analyzes incoming calls, e-mails, chat sessions, and other communications for the College -wide Help Desk.

b. Installs, configures and troubleshoots mobile devices.

c. Installs, configures and troubleshoot all peripheral devices (fax, copier, printers). Provide backup to Desktop Analysts across district

d. Provides telephone/remote troubleshooting assistance for all computer, phone, network, printing, and related equipment as appropriate during assigned hours.

e. Responsible for ensuring that all Help Desk communications are captured and tracked in the call desk tracking tool during assigned hours; monitors, documents, and communicates all system outages to the College community during assigned hours.

f. Works with Desktop Analysts to install, configure and troubleshoot desktop and notebook computers.

g. Provides tier 1 installation, configuration and troubleshooting applications, operating systems, and software packages supported by the College.

h. Develops and maintains a working knowledge of the current Windows and Macintosh operating system software.

i. Responsible for managing remote control software and remote support functions of the College and reporting on its usage.

j. Develops a working knowledge of ITS Help Desk ticketing software; administers, maintains and upgrades the system.

k. Analyzes tickets to determine patterns and trends; reports on this data quarterly to ITS Desktop Coordinator.l. Responsible for maintaining inventory of ITS asset locations campus wide, including but not limited to Computers, Printers, and Servers.

m. Reports on the state of asset inventory on a quarterly basis to the ITS Desktop Coordinator.

n. Responsible for events/training as assigned.

o. Provides complete documentation for completion of all work orders performed.

p. Provides training for faculty and staff on ITS on College owned computers and systems as needed.

q. Responsible for managing College-wide print utilization tracking software.

r. Maintains satisfactory Motor Vehicle Record.

DESCRIPTION OF OTHER DUTIES:

a. Provide backup to Help Desk Technicians, and Audio Visual and Desktop Analyst College-wide.

b. Works with vendors outside the College for troubleshooting and repair (both warranty and non-warranty) of College owned assets.

c. Assists with research and development of College-wide standards for desktop hardware and software.

d. Assists with development of desktop security standards.

e. Assists with the research, recommendation, and implementation of new technologies district-wide.

f. Responsible for developing a Help Desk problem solving knowledgebase for all Help Desk personnel to utilize when responding to calls and for faculty and Staff use

g. Assists with College-wide software licensing

h. Performs other job duties as assigned.

OVERALL ACCOUNTABILITIES:

a. Demonstrates Black Hawk College Core Values.

b. Accuracy and efficiency of work.

c. Ability to work as a team player.

d. Ability to maintain up-to-date job knowledge.

PRINCIPAL WORKING RELATIONSHIPS:

a. Works directly with the ITS Desktop Coordinator.

b. Works cooperatively with staff to provide first level technical support.

c. Works cooperatively with ITS staff to provide second level technical support.

d. Works cooperatively with district-wide academic and administrative departments using technology supplied by Information Technology Systems (ITS).

e. Works cooperatively with faculty, staff, and students.

Education & Experience

(To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.)

a. Associate’s degree or at least 60 college credit hours required. In lieu of a degree/credit hours, Security + or Network + certification is acceptable.

b. Minimum of one (1) years of Windows Operating Systems support experience required

c. Minimum of one (1) years’ experience supporting Microsoft Office Tools required.

d. Minimum of one (1) years computer hardware and software troubleshooting experience required.

e. Minimum of one (1) years customer service experience required.

f. Minimum of one (1) years maintaining websites preferred.

g. Experience with Learning Management systems like Canvas or Blackboard preferred.

h. Experience working with Mac’s preferred.

i. Experience with high volume help desk/call center preferred.

j. Experience with some type of call tracking tool preferred.

k. Demonstrated problem solving skill.

l. Excellent written and oral communication skills required.

m. Experience in an academic environment preferred.

n. Valid driver’s license required.

The above statements reflect the general details necessary to describe the principle functions of the described job; it is not an all encompassing statement of all the work requirements that may be necessary to perform the job.

Supplemental Information

Black Hawk College does not sponsor employment visas.

Black Hawk College is an AA/EEO employer.

While you contribute your talent and enthusiasm to BHC, as an eligible employee you will have access to outstanding health benefits, ample time off, a pension plan, educational opportunities, and much more. In this section, you will find an overview of our comprehensive and generous benefit programs. Be sure to check out the Compensation section as well.

Core Benefits

Medical

Prescription Drug Plan

Mail Order Pharmacy

Dental

Vision

Basic Life Insurance

Tuition Waiver

Employee Assistance Program

Long-Term Disability

Flexible Spending Account (FSA)/Dependent Care Account (DCA)

Paid Holidays

Sick Leave

Vacation

Personal Days

Retirement Pension Plans

State University Retirement System of Illinois (SURS): Employees working in a regular and continuous position or one in which services are expected to be rendered on a continuous basis for at least four months or one academic term, whichever is less, may be eligible to enroll in SURS. To learn more about SURS, visitwww.SURS.org.

Optional 403b Tax-Deferred Investment Program: Employees may set up a 403b plan through Empower Retirement.

01

Do you meet this requirement? Have an associate's degree or at least 60 college credit hours (degree or hours needs to be obtained within 24 months of position acceptance). Or in lieu of a degree/credit hours, Security + or Network + certification is acceptable.

• Yes

• No

  02

  Do you have a valid driver's license?

• Yes

• No

  Required Question

Agency

Black Hawk College

Address

6600 34th Ave

Moline, Illinois, 61265

Phone

309-796-5222

309-796-5224

Website

http://www.bhc.edu