The IT Helpdesk Tech I will perform level one help desk technical support for faculty, staff/admin and student’s, campus wide, while providing exceptional customer service. The ideal individual must be able to resolve basic help desk service requests via the phone, while more complex issues will be referred to second level or higher support. The IT Helpdesk Tech I will successfully log all requests for IT service requests into ticketing systems, escalate requests as required, and manage all requests to full closure. This position will ideally perform problem recognition, research, isolation and resolution steps on all requests for technology services support, while communicating effectively with the end user.
Success starts at Community College of Philadelphia. Innovators and difference makers work at Community College of Philadelphia. Diversity thrives at Community College of Philadelphia. We are a college that is committed to promoting a work environment that attracts and retains talented and diverse faculty and staff. We challenge each other and ourselves to achieve at the highest level while contributing to the mission of the College and the betterment of Philadelphia. We value and support an intellectually dynamic community to prepare our students for global citizenship. Join us and become a part of a community that has long been and will continue to be generators of generational chance in this city and beyond.
Community College of Philadelphia is an open-admission, associate-degree-granting institution which provides access to higher education for all who may benefit. Its programs of study in the liberal arts and sciences, career technologies, and basic academic skills provide a coherent foundation for college transfer, employment and lifelong learning. The College serves Philadelphia by preparing its students to be informed and concerned citizens, active participants in the cultural life of the city, and enabled to meet the changing needs of business, industry and the professions. To help address broad economic, cultural and political concerns in the city and beyond, the College draws together students from a wide range of ages and backgrounds and seeks to provide the programs and support they need to achieve their goals.
Specific Responsibilities
- Installation, support and maintenance of hardware and software needed to support academic and administrative desktop computers.
- Diagnose and correct desktop computing problems via phone, in person or remote desktop support.
- Communicate and respond effectively to telephone, email and walkup requests from internal and external customers for technical support or assistance, ensuring appropriate customer service at all times.
- Re-configure old computers for re-deployment and assist with the maintenance of the inventory of hardware and software College-wide.
- Move existing computing hardware (PCs, Macs, printers, scanners, etc.), which may require technician to provide own transportation to another site.
- Work with faculty, staff and vendors to affect repair or replacement of failed equipment, both in or out of warranty, ensuring proper reimbursement of warranty related items.
- Reset passwords and unlock accounts, log all incoming calls for service into help desk systems accurately and efficiently
- Work with the ITS team to diagnose, isolate and resolve desktop computing problems as necessary.
- Attend staff meetings and complete tasks as assigned.
- Other duties as assigned.
Minimum Qualifications
- High school diploma or equivalent and at least 1-year experience supporting personal computers in a professional help desk environment using MS Windows and the MS Office Suite of applications. Alternatively, an associate’s degree in CIS or related field will be considered in place of 1-year experience.
- Excellent verbal and written communication skills are required;
- Demonstrated ability to translate technical knowledge into actionable direction required.
- Demonstrated excellence in customer service and professionalism is required.
- Demonstrated commitment to detail and follow through.
- Flexibility to work evenings and weekends, as needed.
- Must possess and maintain a valid driver’s license and access to reliable transportation.
- Must be able to lift a sixty (60) pound parcel from floor to a desktop height as needed.
- Ability to maintain sensitivity, understanding and respect for a diverse academic environment inclusive of students, faculty and staff of varying social, economic, cultural, ideological and ethnic backgrounds.
Preferred Qualifications
- Associate’s Degree in a related field is preferred. Any and all degree(s) must be from a regionally accredited institution of higher learning.
- 2+ years’ experience working in a Microsoft Windows and Mac OS environment preferred.
- Additional experience installing and configuring hardware/software is a plus.
- Industry standard technical certifications on Dell and HP computers and peripherals desired including A + certification.