Staff_0403114
Classification Title:
Technical/Paraprofessional
Working Title:
Help Desk Administrator
Datatel Position ID:
DSUS5HDSTSSA1A
Annual Hours:
2080
Placement Range:
$19.23 – $21.63
Position Type:
Regular
Job Category:
Non-Exempt (Technical/Paraprofessional)
General Description:
The Help Desk Administrator for Technology Support Services coordinates and supervises help-desk personnel providing technical support to faculty, staff, and students. This position also provides administrative support for all areas of the Technology Support Services Department.
Reports To:
Director of Technology Support Services
What position(s) reports to this position?:
Help Desk Specialist
Help Desk Specialist
Minimum Education/Experience:
High School Diploma / GED
Two (2) years helpdesk experience
One (1) year supervisory experience
CompTIA A+ certification (If candidate does not have this or similar cert, must be completed with in 1st year of employment)
Required Knowledge, Skills & Abilities:
Excellent verbal communication skills
Excellent written communication skills. Ability to create concise, clear documentation
Ability to organize multiple work streams and handle demands from multiple customers and properly prioritize requests
Ability to work under pressure and provide excellent customer service
Attention to detail
Ability to provide technical support in person and over the phone; good phone skills, professional demeanor
Excellent problem solving skills; ability to visualize a problem or situation and think abstractly to solve it
Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations
Working knowledge of common operating systems and software applications
Physical Demands/Working Conditions:
1. GENERAL PHYSICAL REQUIREMENTS:
Light work: The person in this position may occasionally exert up to 20 pounds of force to grasp, lift, carry, push, pull, or otherwise move objects.
2. PHYSICAL ACTIVITIES:
This position requires the person to frequently move about the OCCC campus and off-site outreach locations.
This position requires the person to frequently communicate with and listen to administration, faculty, staff, students, and others to perform the essential functions of the position. Must be able to exchange accurate information in various situations.
This position requires the person to frequently remain in a standing and stationary position.
This position requires the person to frequently operate a computer, other office machinery, utilizing a phone, and mobile devices to perform the essential functions of the position.
This position requires the person to frequently operate equipment that involves repetitive motions of the wrists, hands, and/or fingers.
This position requires the person to perceive attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips.
3. VISUAL ACUITY:
This position requires the person to judge, observe and assess the accuracy, neatness, thoroughness of work assigned or to make general observations.
4. WORKING CONDITIONS
This position performs the essential functions in an indoor office setting.
Preferred Qualifications:
Good supervisory skills; proven management experience in IT arena including projects
One year experience with Active Directory or Azure AD
One year experience in remote customer service and support
Required Training:
Quarterly compliance training as required by institution
Work Hours:
Monday – Friday 8 a.m. – 5 p.m.
Department:
Desktop Support & User Services
Job Open Date:
08/02/2023
Open Until Filled:
No
HR Contact:
Beth Holmes
Special Instructions to Applicants:
Applicants are to thoroughly complete the online application and attach the following required documents: cover letter and resume.
Applicants who do not attach the required documents will not be considered for the position.
For application assistance, please contact Human Resources at (405) 682-7542, Monday through Friday between the hours of 8:00 AM and 5:00 PM.
Job Duties (Position Specific):
(The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.)
Job Duties (Duties Assignment Statement):
Field incoming requests from end users in person, via telephone and via e-mail in a courteous and professional manner.
Document all pertinent information, including requestor name, department, contact information, and a detailed description of the problem or issue.
Build rapport with and elicit problem details from help desk customers.
Prioritize and schedule problems. Escalate problems when required to the appropriately experienced technician/department.
Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Supervise small group of Help Desk staff members, including monitoring schedules, attendance and personal days off.
Oversee the Help Desk which is the first point of contact for students, staff and faculty seeking technical assistance for campus technology issues.
Establish and maintain standards for Help Desk personnel.
Track and maintain information in the ticketing system, and prepare reports as needed.
Respond to questions from callers and walk-ins; and/or direct them to the appropriate parties for issue resolutions.
Provide clerical support and assistance for the Director of Technology Support Services (TSS).
Maintain accurate documentation for TSS.
Support Desktop Support and Audio/Video Services with clerical support as needed.
Assist in the preparation of requisitions and budget tracking.
Assist in processing leave forms, and actions within PeopleAdmin.
Provide strong technical guidance to staff in troubleshooting, efficient resolution and act as a technical escalation as needed to help resolve support issues
Develop and manage Tier 1 and 2 support processes and documentation.
Identify service trends and proactively drive ticket volume and issues down.
Manage service desk projects-rollouts of new computer systems, upgrades, office moves and similar projects.
Coordinates inventory procedures and drives yearly inventory for TSS to successful completion
Other duties as assigned
Job Duties (Safety / Policy & Procedures):
Abide by the policies and procedures published in the Board of Regents Policies and College Policies & Procedures
Contribute to a safe educational & working environment.
Adhere to established safety and health procedures and practices for the purpose of providing injury and illness prevention for self and others.
Complete quarterly health and safety training pursuant to OCCC’s established safety and health procedures and practices.
Participate in all applicable OCCC emergency, evacuation, shelter in place drills, and be prepared to take action and assist others in taking appropriate action should a health or safety emergency occur.
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