Assistant III, Help Desk

PURPOSE AND SCOPE:

Under limited supervision and on own initiative with general instructions performs standard and advanced secretarial and administrative duties for non-instructional departments. Sets priorities and procedures for accomplishing work. May generate and maintain confidential files and reports. Work is generally varied, short-cycled and clerical. Works in a non-instructional department or division and reports to an associate dean, senior manager or the head of a major function.

ESSENTIAL JOB FUNCTIONS:

• Respond to user questions and inquiries through telephone, e-mail, oral and written forms of communication.

• Attempt to resolve first contact issues by performing minor troubleshooting in the identification of applicable problems relating to software applications, hardware application, logins, passwords, etc.

• Log all calls in the Help Desk database and ensure descriptions are clear and accurate.

• Prioritize and escalate calls to the appropriate person(s) and confirm all calls to final resolution and closure.

• Identify user problems with software and hardware, research problems, and instruct users in routine problem resolution.

• Provide first contact with users who have issues with infrastructure services such as desktop and laptop PC’s, software applications, Email, networking, logins, passwords, telephone, video conferencing, scheduling of equipment, printers, etc.

• Perform additional job-related duties, within reason

• Process interoffice and US mail, as needed.

KNOWLEDGE, SKILLS, EXPERIENCE:

Required:

• High School diploma or GED.
• Working knowledge of MS Windows 2000, MS Outlook.
• Excellent oral and written communication skills.
• Courteous service to users on a variety of software products and hardware platforms.
• Knowledge of commonly used computer concepts and terms, familiarity with the Internet, current Microsoft Operating Systems and MS Office products.

Preferred:

• Associate’s degree.
• Working knowledge of the following: Datatel Colleague Software, Vista LSC-Online, Microsoft Exchange/Outlook, Internet Browsers, Web Page Development Tools and current Microsoft Products is a plus.
• Previous Help Desk or Customer Service experience.