Job Description

Help Desk Support Representative

Job Number : 493247

Work Type: Staff Full-Time

Locations: DELGADO – City Park

Categories: Information Technology

College: DCC

Department: Information Technology

Sub department: IT User Desktop Support Services

Type of Appointment: Unclassified - Administrative/Staff

Duties and Responsibilities:

Day-to-Day duties and responsibilities may include but are not limited to the following.
• Proactively monitor, analyze, and diagnose/troubleshoot issues while maintaining the finest end-user experience
• Using a variety of mediums, provide a variety of support and assistance to end-users
• Answer questions, reset passwords, research, troubleshoot, relay step-by-step instructions, and utilize call escalation procedures for unresolved issues to assist the end-user
• Identify end-user needs and help them to use specific technology features
• Occasional assistance to technicians in solving unfamiliar or complex issues
• Follow up with end-users to ensure their technical issues are resolved
• Document help desk procedures, end-user resolutions, and/or any support issues
• Assist area manager with documenting and facilitating user training
• Communicate in a friendly, respectful, and understandable manner
• Requires a major portion of time sitting, speaking on the telephone, and typing

Required Education: Bachelor's Degree from an accredited university. Eight (8) years of full time work experience in a similar role can be substituted for degree requirement.

Required Experience: • Successful experience in the area of help desk, service desk or IT support responsibilities
• Effective verbal and written communication, organization, and customer service skills
• Detail-oriented, customer service-driven attitude, patience, and curiosity for troubleshooting
• Patience when handling tough cases
• Familiarity with the information technology industry is a plus
• Self-motivation and good work ethic
• Desire to be a valued member of a collaborative team
• Ability to multi-task

Required Licenses or Certifications: N/A

Preferred Education: N/A

Preferred Experience:

• Previous work in a help desk/customer service environment
• Familiarity with using Service Now® as a service delivery platform or a Customer Relation Management (CRM) platform
• Experience working in an IT support role using phones, email, remote assist tools, chat, and other tools to provide direct end-user support centralized technology environment in higher education is a plus
• Information Technology/Support industry certifications
• Apple/Mac product support, Windows OS support, and remote access support experience are a plus

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