Help Desk Technician I

POSITION SUMMARY:

Reporting to the IT Operations Lead the Help Desk Technician I is responsible for technical computing support for staff, students, and faculty.  Primary responsibilities include, but are not limited to: Provide Tier 1 help desk support for a variety of requests from students, faculty, and staff; Ensure the proper operation of lab computer and peripheral equipment; Maintain computing environment which includes repairing hardware, installing and troubleshooting software; Check out lab equipment; Track all cases through ticketing system; Other tasks as assigned.

It is expected that all employees of the BAC are able to be flexible and work collaboratively in order to meet the needs of the College. Accordingly, other duties, responsibilities and activities may be assigned at any time to successfully meet the needs of the College.

PRIMARY ESSENTIAL FUNCTIONS:

1. Provide Tier 1 help desk support for a variety of requests from students, faculty, and staff 
2. Ensure the proper operation of lab computer and peripheral equipment
3. Maintain computing environment which includes repairing hardware, installing, and troubleshooting software
4. Check out lab equipment 
5. Track all cases through ticketing system
6. Other duties and projects, as requested

STANDARD EXPECTATIONS:

Team and Interpersonal Skills:  Success in this position requires proven ability to develop professional positive rapport with other team members including support staff and senior staff. 

Service Orientation: Success in this position requires a service-oriented perspective in which, to the greatest extent possible, students and other employees are treated in such a way as to feel valued and well served in their contacts with the facilities team as a professional representative of the BAC.

Confidentiality and Discretion: Success in this position requires the ability not only to maintain the confidentiality of student and employee records, but also the ability to discern when it is appropriate to divulge privileged, if not necessarily confidential, information.

SUPERVISORY RESPONSIBILITIES: None

EDUCATIONAL CRITERIA:  High school diploma required, some college work preferred. CompTIA A+ or Network+ certification preferred.

EXPERIENCE REQUIREMENTS: Help desk experience in a Windows environment is preferred. High school diploma required.

• Demonstrates a strong commitment to customer service
• Demonstrates excellent communication skills