Help Desk Jobs in Laredo, TX (NOW HIRING)

Duties and Responsibilities Essential Duties and Responsibilities The Technology Support Director is responsible for ensuring the smooth running of the day-to-day operations of the Help Desk and Technology Support. Work directly with partners across the institution to understand the needs of our community and deliver services and solutions that are innovative and responsive to the overall mission of the College. This position requires a significant amount of coordination between internal and external departments and vendors.

Characteristic Duties and Responsibilities Supervises the Help Desk and Technology Support staff. Manage technical support activities ensuring that users are given the needed information to utilize technology resources effectively and efficiently and that all issues are timely addressed and resolved. Manage direct reports effectively, including training needs, coaching, and progressive discipline to address performance issues.

Manage customer issues and customer escalations, provide proper communications internally and externally throughout the process, and follows up on customer complaints. Initiates customer satisfaction feedback and computer system recommendations to the Senior Director of Information Technology to continually improve process and operations. Maintains responsibility for Tier 1 and Tier 2 troubleshooting support for desktop computing, administrative systems, and networking services as well as assigning requests for escalations as necessary to appropriate IT teams.

Responsible for establishing desktop computing hardware and peripheral standards that support the technical needs of the College. Works with the Purchasing department to make sure technology purchases support the overall technology strategy of the College rules and standard administrative procedures, PCI security standards, and/or other applicable standards such as FERPA, HIPAA, copyright laws, and the State of Texas Administrative Code (TAC) 202. Work with internal IT teams to address critical customer needs and concerns, system issues, and prepare communication to customers, such as incident reports and downtime notifications.

Manages and develops strategies, processes and systems that are focused on providing efficient coverage, service, problem resolution, and enhances the user experience. Works with other Information Technology managers to manage, update, and ensure comprehensive documentation of operation guidelines and procedures are compliant with policies and regulations. Works with other Information Technology managers to conduct computer forensic investigations and electronic discovery requests as needed.

Works with other Information Technology managers to configure and deploy upgrades and manage projects to improve college's software as new technology emerges. Work with third-party vendors regarding supporting software and hardware changes. Provide metrics into the efficiency and quality of the support team via daily, weekly, monthly, quarterly and/or annual reporting.

Work with HR to recruit and hire members into Technology Support team. Performs other duties as required. Qualifications/Certifications/Licenses/Skills NOTICE: Required Documents To be considered for this position, you are required to upload your resume and unofficial transcript(s).

If recommended for this position an official transcript(s) will be required. In addition, if a license or certificate is required for this position, upload proof of your current license/certificate. Required: Bachelor's degree in information technology or a related field.

Minimum of five (5) years of related experience with at least one year of supervisory experience. Detail-oriented and organizational leadership, interpersonal, and communication skills. Preferred: Master's degree in information technology or related field.

Eight years of experience with 3 years of supervisory experience. Knowledge, Skills and Abilities Skills: Maintaining an established work schedule. Effectively using interpersonal and communications skills, including tact and diplomacy, as well as business "writing for results" with an emphasis on email writing.

Effectively using organizational and planning skills with attention to detail and follow-through. Writing and updating operational procedures and documentation. Developing and maintaining Information Technology department website.

Creating work plans, goals, and objectives that ensure the efficient running of all help desk services, including meeting deadlines, schedules, and target dates. Designing, developing, and implementing databases. Researching and evaluating problems pertaining to hardware, software, and connectivity issues.

Effectively supervising, leading, and delegating tasks and authority. Maintaining confidentiality of work-related information and materials. Establishing and maintaining effective working relationships.

Have exemplary soft skills for de-escalating situations. Be adaptable to changing priorities and technical directives in a fast growth institution. Technical Skills: Use a variety of spreadsheet, word processing, database, and presentation software.

Demonstrates competency in the technical implementation and design of hardware/software specifications from specification to deployment. Solid experience with multifunction print devices, scanners, and printers. Strong analytical skills and the ability to solve complex and challenging problems in an efficient, maintainable, and flexible way.

Ability to gauge the scope and impact of problems and escalate as required. Knowledge: Understanding of principles, methods, and techniques used in all phases of installation, administration and maintenance of IT systems; adhere to best practice principles for support as expressed by industry standard frameworks such as ITIL, Project Management, and various others. Working knowledge of the following: administration, maintenance of Windows, Apple or Linux operating systems, network topologies and protocols, web-based software services.

Supervisory principles, practices, and methods. Solid experience with multifunction print devices, scanners, and printers. Experience with analyzing and evaluating incident reports to make recommendations to reduce incident rate.

Understanding of the lifecycle of IT services and support operations and processes and software. Experience with installing, upgrading, maintaining and re-imaging computer systems. Additional Information Introductory Review Period All hires are subject to a 90 day introductory review period.

Supervision Exercised Lead Operations and Help Desk Technician, Operations and Help Desk Technician, Technology Support Associate, Technology Support Technicians, Microcomputer Support Technician. Supervision Received Associate Vice President of Information Technology Physical Requirements While performing the duties of this job, the employee is regularly required to sit. The employee is occasionally required to stand, walk, stoop, kneel, or crouch.

The employee must occasionally lift and/or move items weighing up to 50 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work Environment Work is performed in a standard office environment.

Work inside a well-lighted and air-conditioned area most of the time. The noise level in the work environment is usually quiet to moderate. Safety Required to work safely and follow safety rules.

Report unsafe working conditions and behavior. Take reasonable and prudent actions to prevent others from engaging in unsafe practices. Special Conditions Immediate supervisor may assign other duties.

May be required to work outside regular working hours, as needed. May be required to work at a different college work site or campus as needed. EEO Statement In compliance with Title VI of the Civil Rights Act of 1964, Executive Order 11246 and Title IX of the Education Amendments of 1972 and Section 504 of the Rehabilitation Act of 1973, Laredo College is open to all persons regardless of race, color, religion, sex, age, marital status, disability, or national origin who are otherwise eligible for admission as students.

Furthermore, Laredo College is an Equal Opportunity Employer and no applicant or employee will be discriminated against because of race, color, religion, sex, age, marital status, disability or national origin. This institution will not enter knowingly into any contractual agreement for services or supplies with any firm failing to follow fair employment practices. Foreign Degrees Foreign degrees require an evaluation for United States equivalency from an approved stated education agency or having membership with the National Association of Credential Evaluation Services (NACES).

Transcripts issued outside the United States of America require a course-by-course analysis with an equivalency statement from a certified transcript evaluation service verifying the degree equivalency to that of an accredited institution within the USA. This report must be attached to your online application at the time of applying. For your convenience, we have provided the following links to assist you in complying with this requirement.

However, you may use any other certified transcript evaluation service. http://tea.texas.gov/Texas_Educators/Certification/Out-of-state_Certification/Foreign_Credential_Evaluation_Services/ http://www.naces.org/members.htm Disclaimer The above description is an overview of the job. It is not intended to be an all-inclusive list of duties and responsibilities of the job, nor is it intended to be an all-inclusive list of the skills and abilities required to do the job

Duties and responsibilities may change with business needs. LC reserves the right to add, change, amend, or delete portions of this job description at any time, with or without notice. Employees may be required to perform other duties as requested, directed, or assigned.

In addition, reasonable accommodations may be made by LC as its discretion to enable individuals with disabilities to perform the essential functions.