Help Desk Technician

Benedict College Columbia, SC

DIVISION: Business & Finance

DEPARTMENT: Office of Information Technology

WORK SCHEDULE: 8:30am - 5:00pm

SALARY: Commensurate with experience and credentials

REPORT TO: Chief Information Officer

Under general supervision of the IT Service Desk Administrator, responsible for the maintenance, installation and technical support of microcomputers and workstations connected to the College's Network.

SPECIFIC DUTIES AND RESPONSIBILITIES:

* Provides technical support to users of computer hardware and software within the College. Diagnoses malfunctions and operational difficulties related to hardware and software applications and systems as well as maximize operational effectiveness and efficiency.

* Repairs College's workstations, peripherals and related technical equipment.

* Maintains documentation of work order requests, equipment status, and loaner equipment.

* Develops and implement an inventory analysis for all parts and supplies, equipment, software, and all related technical items.

* Provides systematic and routine training regarding general maintenance of hardware and software to student personnel and Technical Support Team.

* Assists in the rollouts of all workstations according to approved MIS standards as well as maintain virus protection plan for all workstations.

* Interacts and communicates with various groups and individuals such as immediate supervisor, colleagues, College administrators, faculty, staff, students, vendor partnerships and outside technical support personnel.

* Collaborates with the Technical Support Team.

* Perform other duties as specified by the IT Service Desk Administrator or CIO.

MINIMUM TRAINING AND EXPERIENCE:

Requires an Associates degree and five years experience in the support, installation, maintenance, training, etc. of computer systems and local area networks; or a high school graduation (GED equivalent) and six years experience in the support, installation, maintenance, training, etc. of microcomputers and LANs; or an equivalent combination of education, training, related certifications and experience that provides the required knowledge, skills and abilities.

PERFORMANCE INDICATORS:

KNOWLEDGE OF JOB: Thorough knowledge of the policies and procedures of Management Information systems as it relates to the Technology Technician. The technologist is knowledgeable of the laws, standards and regulations pertaining to the duties and responsibilities of the position. The technologist has thorough knowledge of the theory and operation of systems, LANs, WANs, microcomputers, peripheral devices and related information technology. Additionally, the technologist has the capacity to determine, resolve and repair hardware and software issues associated with the operation of workstations and other technological devices.

QUALITY OF WORK: Maintains a high standard in exercising duties and responsibilities. Employs immediate remedial action to correct and quality deficiencies that occurs in area of responsibility. Performs duties and responsibilities efficiently and effectively to produce quality work which meets the standards of the College. Assumes responsibility for completion of work assigned.

ATTENDANCE: Reports and remains at work regularly and adheres to the College policy related to absences and tardiness.

INITIATIVE AND JUDGMENT: Demonstrates a self-starting approach to meet job responsibilities and exercises good judgment in area of responsibilities. Seeks management advise where appropriate and researches problems, situations and alternatives prior to exercising judgment.

COOPERATION: Accepts supervisory directives and seeks to meet the goals and objectives of the same. Asks for clarification of results or consequences where justified, such as communication and deviation in College policy or procedures. Offers suggestions and recommendations to encourage and improve cooperation between faculty, staff and students.

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