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.
The Technical Craft Specialist A – IT Desktop/Help Desk Technician position is responsible for providing IT technical support to the College’s faculty, staff and students campus-wide. This position provides exceptional customer service in resolving support service requests via telephone, email, walk-in or via remote desktop control; and filters, articulates, logs, and/or escalates more complex issues to the appropriate support level(s). This position performs installations, deskside support and maintenance of computer hardware and software; as well as problem recognition, research, isolation and resolution steps for all client requests for technology services support. Travel from the College’s main campus to the regional centers, as needed, to move equipment between rooms/sites.
Specific Responsibilities
- Gather and analyze information regarding technical issues.
- Respond to telephone, email and walk-in requests for technical support or assistance in a timely manner, ensuring appropriate customer service at all times.
- Log all requests for support using electronic ticketing systems and resolve all requests to full closure.
- Diagnose and correct desktop computing problems which may result from system failure, system configuration, system errors, operator errors or operator inexperience whenever possible via the phone, in person or remote desktop support.
- Reset passwords and unlock accounts effectively, clear print queues and log all incoming calls for service into helpdesk, incorporating college acceptable use policies.
- Install, build, support, maintain, and diagnose hardware, software and network components needed to support academic and administrative desktop computers, as directed.
- Ensure the integrity of support procedures, processes, and documentation pertaining to the college-wide technical support initiatives.
- Communicate effectively with faculty, staff, and administrators at all levels, technical and non-technical, to determine and ensure all support needs are met.
- Work with ITS management, vendors, faculty, and staff to affect repair or replacement of failed equipment components (both in or out of warranty), ensuring proper documentation and reimbursement of warranty related items.
- Deliver quality customer service to all internal constituents in a professional, helpful and courteous manner.
- Work independently, determining priorities in unusual or emergency situations and effectively escalating matters to appropriate resources.
- Work collaboratively with college-wide resources, and/ or vendors to diagnose, isolate and resolve desktop computing problems as directed.
- Assist with the maintenance and tracking of inventory and deployment of hardware and software college-wide, as directed.
- Maintain industry standards certifications in support of the installed base equipment at the College.
- Travel to regional sites, as needed.
- 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.
- Other duties as assigned.
Minimum Qualifications
- High School diploma required.
- At least two (2) years direct experience supporting personal computers, mobile/tablet devices, and mobile applications in a professional work environment using MS Windows and the MS Office Suite of applications required.
- 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
- Associates degree preferred. Any and all degrees must be from a recognized institutional accreditor.
- At least two (2) years’ experience working in a Microsoft AD environment is preferred.
- A + certification is preferred.
- Microsoft MCTA or MCSA certifications preferred.
- Industry standard technical certifications on Dell computers and Hewlett Packard peripherals are preferred.
- Experience installing and configuring hardware/software is preferred.
- Experience with Apple Macintosh is preferred.