Helpdesk Technician I

Title: Helpdesk Technician I

Number of Positions: 1

Position #: 601050

Pay Rate: $34,380.00 - $41,920.00/per year. Pay will be determined based on related work experience above required. To be considered in determining pay, all related work experience must be listed on the application.

Classification: 3m on campus

Type of Appointment: Full-Time

Department: Academic Advancement

Required Documents Needed To Upload At Time Of Application

• Resume
• Three professional references (See below)
  
  

Reference Check Requirements

Three (3) professional references, two (2) of which should be former or current supervisors and (1) professional reference.

Personal references (friends, clergy, customers, relatives) are not considered acceptable references.

A professional reference such as a previous or current co-worker may be used as one of the references.

Position Summary: The overall purpose of this job is to assist students, faculty, and staff with questions or problems concerning computer hardware, software, and services. This includes maintaining inventory and checking-in and checking-out IT equipment to faculty and staff. The job also supports physical security, maintenance, cleaning, identifying damage, coordinating repairs, identifying needed updates, and coordinating hardware and software changes to IT equipment. The Help Desk Technician must abide by all policies for hardware and software use and promote teamwork to ensure quality services offered to employees and students.

Essential Functions

50% Staff the IT Support Customer Service Desk. Assign IT equipment to employees (Check out). Maintain accurate database records of IT equipment. Receive IT equipment from employees (Check in). Ensure physical security of IT equipment. Provide maintenance and cleaning, identify damage, coordinate repairs, identify required software updates, and coordinate changes to IT equipment. Adhere to all College policies for hardware and software use and promote teamwork to ensure quality services offered to employees and students. Greet visitors to provide answers and assistance. Answer phones and provide telephone support. Produce student photo Identification (ID) cards and update the ID card database. Assist with New Student Orientation.

25% Provide support to students and employees with campus network access, login issues, software such as word processing, spreadsheet, desk-top publishing, database management, and learning Management system (LMS) software. Troubleshoot, discover root cause, and resolve computer hardware and software problems. Elevate advanced problems to Helpdesk 2 technicians and appropriate IT staff. Accurately describe problems, and actions taken through verbal communication in-person, on-telephone, and on Microsoft Teams audio and video meetings. Provide written communication through e-mail, Teams chat, and through the IT ticketing system.

15% Develop and maintain appropriate documentation such as writing and updating steps for computer software processes, user instructions (how-to documents) and answers to Frequently Asked Questions (FAQ).

5% Assist with open computer lab operations. Staff the desk and provide IT support to students. Clean computers and lab equipment and provide other IT equipment maintenance as required.

5% Assist with maintaining physical and database inventory of office and cleaning supplies for Information Technology Support department; maintain operational supplies of toner, ribbons, forms, and paper for faculty, staff, and students.

Note: The College reserves the right to change or reassign job duties, or combine positions at any time.

Required Experience: Associates degree in a computer related field or High School or equivalent and two years of experience working with computer hardware and software.

Skills/Abilities

Physical Demands: This position is primarily a desk job. However, at times moving about a standard office space, remaining stationary, bending and lifting is required. Manual dexterity may have a minimal impact on performance. Objects such as computers, monitors, paper and cleaning supplies weighing up to 30 lbs. may be required to be lifted.

Hazards: With frequent and continual use of computers, there is potential for repetitive stress injury unless proper ergonomics and breaks are utilized.

Full-time Employment Benefits

• Insurance Options Health, dental, vision, life, short/long-term disability, FSA/HSA Wellness Incentive Program, if enrolled in health plan
• Educational Assistance Fee Waiver Spouse/Dependent discounts Audit/Non-Credit Reimbursement Program
• Employee Assistance Program
• Retirement options Tennessee traditional pension plan option (TCRS) 401k with $50 company match/457/403b
• Employee Discount program with over 900+companies
• 13 Paid Holidays/Year Includes paid days off the last week of December
• Sick Leave Bank
• Longevity Pay
• Many opportunities for professional development
  
  

Special Instructions to Applicants: To be considered for a position at Pellissippi State, you must create an on-line application. Your skills, abilities, qualifications, and years of experience will be evaluated using only what is recorded on your application. Work experience that is not listed on the application will not be considered towards compensation. Please note: attaching a resume does not substitute for completion of the application form. Part-time work experience is calculated at 50% of full-time experience. Please note: to scan, upload, or attach documents, a computer and scanner are available at the Hardin Valley Campus Educational Resources Center, if needed.

Pellissippi State Community College does not discriminate on the basis of race, color, religion, creed, ethnicity or national origin, sex, sexual orientation, gender identity/expression, pregnancy, disability, age (40+), status as a protected veteran, genetic information, or any other class protected by Federal or State laws and regulations and by Tennessee Board of Regents policies concerning all employment and education programs and activities. View the nondiscrimination policy. For questions or concerns, please contact George Underwood at [email protected] or 865-539-7354.

If you have any problems or questions please contact Human Resources at Pellissippi State Community College’s Human Resource Office at 865-694-6607 or by email at [email protected].

If you are interested in this position, click on the link to the left to apply.

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