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Help Desk Technician (Richland)

Job Scope

The primary responsibility of this position is to receive user inquiries, requests, and trouble reports and accurately resolve or properly escalate, as appropriate. User requests are received via telephone, web, e-mail or walk-in. It is important that the candidate be capable of maintaining knowledge in a broad, constantly evolving assortment of IT technologies, policies, and procedures, and must possess the maturity and reliability to provide user support.  The Help Desk technician must consistently provide a high-level of customer service to users in the areas of e-mail, LAN/WAN, data organization, standard desktop images and College-standard software applications. Serves as the point of contact for troubleshooting all IT related problems, including hardware/software, passwords, and printer problems. Communication with network users and/or other IT staff members toward the resolution of the above problems is critical to the position. 

Essential Job Responsibilities

  1. Identifies, diagnoses, and resolves Level One problems for users of personal computer software and hardware, College network resources, the Internet and new computer technology in a call center environment and effectively communicate solutions to end-users. 
  2. Provides one-on-one end-user problem resolution over the phone for College-approved Personal Computer (PC) software. 
  3. Delivers, tags, sets up, and assists in the configuration of end-user PC desktop hardware, software and peripherals. 
  4. Diagnoses and resolves end-user network or local printer problems, PC hardware problems, e-mail, Internet, application and local-area network access problems. 
  5. Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements. 
  6. Performs minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third-party vendor maintenance agreements. 
  7. Helps to install local area network cabling systems and equipment such as network interface cards, switches, and wireless technologies.
  8. Master new computer technology via self-study and on the job training opportunities.
  9. Support and train end-users in a wide range of software applications as needed.
  10. Assists fellow IT staff members in creating materials for end-user frequently asked questions (FAQs). 
  11. Other duties as assigned.

Direct Reports: 

None 

Qualifications:

To perform this job successfully, an individual must be able have the knowledge, skills, and abilities to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

Education: 

AA degree in Information Technology related subject 

Experience & Knowledge: 

One year providing end-user phone support for current PC desktop and application software OR one year installing, upgrading, troubleshooting and repairing personal computers in a network environment.

Computer Skills:  

  • Desktop operating systems, various software applications and basic hardware for the PC. 
  • Technical knowledge of desktop, laptop and peripheral hardware and software. 
  • Experience with MS Office 2016 & Windows 10.
  • Basic knowledge of e-mail clients (such as Outlook).
  • Knowledge of principles and theories of network systems and management.
  • Understanding of Internet technologies and products.
  • Basic understanding of electrical safety procedures.

Certificates, Licenses, Registrations:

MCP or MOUSE Certification a plus. 

Physical Demands:

While performing the duties of this position, the employee is regularly required to stand, sit and talk or hear. The employee must be able to sit for prolonged periods of time in front of a computer. The employee is frequently required to use hands to type, write, handle, or feel; and reach with hands and arms.  The employee will occasionally have to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment:

The noise level in the work environment ranges from quiet to moderately loud. 

LOCATION: 

Richland Campus

BENEFITS:

The College offers a comprehensive benefits package that includes medical, dental, and vision coverage to full-time employees and their dependents. Benefits package also includes short-term/long-term disability, retirement, life insurance, generous paid time off and 11 paid holidays.  

To APPLY: 

Click here for the Employment Application. To ensure full consideration, you must submit your application online by 4:00 PM on Friday, July 7, 2017; however, applications will be accepted until the position is filled. Upon completion of an employment application, you will be able to upload the following documents, which are required for full consideration: 

  • Cover Letter

  • Resume

As a condition of employment, the successful candidate must obtain all background clearances as may be required by Pennsylvania Act 153.  Please refer to our Pre-Employment Background Check Information page for more detailed information. 

At this time, Pennsylvania Highlands Community College cannot sponsor a new applicant for employment authorization for this position.

Please do not fax or mail any documentation.  Official college transcripts are required prior to hire.  Reference to a resume may not be substituted for a fully completed employment application.  

Pennsylvania Highlands Community College is an equal opportunity employer committed to diversity in the workplace.  Pennsylvania Highlands Community College promotes a drug-free workplace. 

Pennsylvania Highlands Community College does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, retaliation, parental status, military service, or other non-merit factor.

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