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Title: Workstudy - IT Helpdesk

Position Type: Workstudy

College: Community College of Denver

Division: CCD Business Services

Department: CCD Information Technology Services

Campus: Auraria Campus

Location: Denver

Salary Range: 19.29

Job Summary:

The Information Technology Services (ITS) department at CCD provides technology resources, support, and services that enable student success and support the College’s academic and administrative operations. ITS delivers a broad range of services, including technical support, classroom technology, enterprise applications, networking, cybersecurity, cloud services, and digital collaboration tools.
This position serves as a primary point of contact for students, faculty, staff, and visitors seeking technology assistance. The role is responsible for delivering excellent customer service, troubleshooting technical issues, facilitating service requests, and connecting users with appropriate resources to ensure a positive and productive technology experience.

Duties & Responsibilities:

Utilize effective customer service skills to provide help desk phone, chat, email and in-person support; achieving first contact resolution whenever possible. Track, prioritize and document all requests using a ticketing system. Escalate unresolved problems to the appropriate personnel.
Participate in IT project activities as directed. These activities could include moving, un-boxing and installing or uninstalling computer or networking equipment, updating documentation or uploading records.

Competencies/KSAs:

Excellent written and verbal communication skills.
Excellent interpersonal skills with the ability to provide high-quality customer service and technical support to students, faculty, staff, and visitors.
Ability to work effectively in a diverse, multi-ethnic, and multicultural environment.
Demonstrated ability to work collaboratively as part of a team.
Ability to remain composed and professional in stressful situations.
Familiarity with Microsoft Windows, Microsoft 365, and/or macOS environments.
Ability to analyze and troubleshoot technical issues.
Ability to learn new technologies and procedures quickly.
Strong organizational, time-management, and attention-to-detail skills.

Minimum Qualifications:

Must be a current CCD student and have a work-study award. Must be enrolled in 6 credit hours.

Preferred Qualifications:

Previous customer service experience.
Previous information technology experience gained through employment, coursework, volunteer work, internships, or personal projects.
Students pursuing a degree or certificate in Computer Science, Computer Information Systems, Cybersecurity, or a related technology field are preferred.

Additional Information/Benefits:

Working at the Help Desk provides the opportunity to develop valuable professional and technical skills, including:
Customer service and user support
Effective verbal and written communication
Analytical thinking and problem-solving
Empathy and active listening
Time management and task prioritization
Attention to detail
Collaboration and teamwork
Adaptability and willingness to learn
Patience and professionalism
Working effectively under pressure
Troubleshooting and technical diagnostic skills
A positive, solution-oriented mindset
The above skills that are developed while working on a help desk are appropriate for any pathway. Extra knowledge will be gained by those in Computer Information Systems, Computer Science, Cybersecurity and Information Technology pathways as they will be working daily in a real world IT environment.