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Help Desk Specialist

Posting Details

Position Information

Posting Number S000301
Position Title Help Desk Specialist
Department Information Technology Services
Division Information & Technology
Supervisor Title HELP DESK COORDINATOR
Status Full Time Regular
Position Summary

Working within the Information Technology Services department, the Help Desk Specialist is primarily responsible for the day-to-day operations of North Central College’s Help Desk, which includes providing customer service, first and second level telephone support and call routing as appropriate.

Description of Key Responsibilities

1. Provide technical support over the phone, at the user’s desk or remotely. This position is 90% telephone support.

2. Answer, evaluate, and prioritize incoming telephone, voice mail, email, and in-person requests for assistance from end users experiencing problems with hardware, software, account administration tasks, networking and other computer related issues. This also includes, but is not limited to laptops, desktop applications, Microsoft Office Suite, Office 365, GroupWise, BlackBoard, Box, other College standard software and the Novell network.

3. Interview users to collect information about problems and lead users through diagnostic procedures to determine the source of error as well as educate and instruct end users on various application and hardware issues.

4. Utilize call tracking to track problems and route requests to appropriate ITS staff as necessary. Generate metric reporting.

5. Provide end user training to student, faculty and staff at their orientations.

6. Maintain and update the ITS Web site as it relates to Help Desk information.

7. Recommend and/or perform actions to correct problems based on knowledge of the system.

8. Research, provide and document confident, accurate solutions to user problems on a timely basis.

9. Monitor Help Desk tickets to ensure problems are being addressed within guidelines and provide status updates to customers and other ITS staff. Proactively communicate with end-users to ensure problem resolution and satisfaction.

10. Write, update, and distribute technical and/or troubleshooting tips and knowledgebase documentation to Help Desk staff.

11. Maintains a high level of quality customer service standards when dealing with and responding to questions and problems.

12. Ensure compliance with professional and technology standards, regulatory standard, and North Central College standards, policies and procedures.

13. Other duties as assigned.

Required Knowledge, Skills and Abilities

1. Excellent interpersonal skills and customer service skills.

2. Diverse application experience including, but not limited to: Windows 7, 8, and 10, Mac OS X, e-mail applications, Microsoft Office Suite, Office 365, word processing, spreadsheets, databases, Internet browsers, and a demonstrated ability to expand existing skill set.

3. Superior telephone etiquette.

4. A strong desire to help others.

5. Strong verbal and written English language communication and the ability to convey computing concepts effectively to non-technical users.

6. Strong initiative and ability to work independently as well as part of a team with excellent customer service skills.

7. Flexibility to accept, manage and incorporate change.

8. Ability to manage multiple tasks and priorities simultaneously.

9. Well organized.

10. Active interest in continuous professional development and skill enhancement.

11. Accomplished problem-solving skills, trouble-shooting skills and detail oriented.

12. Ability to assimilate new information and techniques quickly.

13. Ability to be innovative, resourceful, logical, enjoy streamlining and improving processes and be motivated to make a difference in the operations of the College.

14. Ability to maintain confidentiality with regard to the information being processed, stored or accessed.

Distinguishing Characteristics

The Help Desk Specialist is the central communications point in the department.

Education/Training

A Bachelor’s degree in Information Technology or related field, or equivalent experience.

Experience

A minimum one year experience working in a help desk environment. North Central will consider recent or new college graduates who may not meet the experience qualifications, but who have a strong desire and ability to learn new skills.

Licenses or Certifications
Is This a Temporary Position? No
Employment Conditions

An offer of employment is contingent upon successful completion of the College’s background screening process.

Number of Vacancies 1

Posting Detail Information

EEO Statement

North Central College is an Equal Opportunity Employer committed to increasing the diversity of our workforce. NCC provides reasonable accommodation to applicants with disabilities where appropriate. If you need reasonable accommodation for any part of the application or hiring process, please notify the Office of Human Resources. Determinations for reasonable accommodation will be made on a case-by-case basis.

Close Date
Open Until Filled Yes
Special Instructions to Applicant
Additional Information

Posting Supplemental Questions

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Applicant Documents

Required Documents
  1. Resume
  2. Cover Letter/Letter of Interest
Optional Documents