DescriptionNATURE OF THE POSITIONThe Help Desk Technician I is the first point of contact for students, staff, and faculty seeking technical assistance for campus technology issues. They serve as members of the Palo Verde Community College District IT User Services Team by providing technical support over the phone and in-person and maintaining the smooth operation of the Palo Verde Community College District's technology. The Help Desk Technician I position is under the immediate supervision of the Director of IT.Examples of DutiesDUTIES AND RESPONSIBILITIES1.
Primary responsibility is user support and customer service. Be present, visible and available to users requiring technical assistance.2. Respond verbally to questions from callers and walk-ins; remotely assist students, staff, and faculty with technology problems in offices, classrooms, and assist in person with problems in the computer labs.3.
Learn fundamental operations of commonly used software, hardware, and... other equipment. Support the district's audio, visual, lighting, teleconferencing, and technical needs for instruction, classrooms, events and meetings.4.
Follow standard Help Desk operating procedures; accurately log all Help Desk contacts using the Help Desk software.5. Maintain computer lab desktops and classroom technology.6. Attend all Help Desk training sessions.7.
Become familiar with available help resources; stay updated on-campus technology changes and problems.8. Become familiar with the Palo Verde Community College District's policies, services, and staff.9. Direct calls and helpdesk tickets to appropriate IT staff as necessary.10.
Perform a variety of minor network problem analysis and monitoring tasks for the Information Technology Help Desk; monitor IT network management systems and respond appropriately to user requests and problems; perform initial problem analysis and triage problem to IT, technical staff, when appropriate.11. Compile data and prepare reports setting forth progress, adverse trends, and appropriate recommendations based on information from the Help Desk system.12. Participate in the preparation of procedure manuals and documentation for help desk use; conduct periodic user satisfaction surveys and track user problem trends; make recommendations for improvements to the network systems and create reports based on information provided from user surveys and trends.13.
Participate in the creation and distribution of network-related information to users to include information such as help desk procedures, IT department newsletter, and network/desktop handbooks and How-To documents.14. Assist in the development of a comprehensive training plan for help desk procedures; assist in training personnel providing backup coverage. Assist in on-site installations of network systems for users, which require the ability to see, bend, reach, reach overhead, squat, kneel, crawl under desks and in tight spaces, and manual dexterity to connect intricate wiring.16.
Requires a variable work schedule which will include late evening shifts and weekends at times.17. Requires driving to off-campus work sites.18. Assist with purchasing paperwork, renewals and maintenance contracts, departmental communications, file storage, and organization both paper and electronic, maintains software library and other clerical functions.
Performs other duties, related to the position, as assigned.Educational/Experience QualificationsREQUIRED QUALIFICATIONS1. Tenacity in troubleshooting and resolving problems.2. Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.3.
Ability to provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired.4. Good problem-solving skills; ability to visualize a problem or situation and thinkabstractly to solve it.5. Ability to handle constantly changing flow of traffic and priorities; remain productive during sl
Palo Verde College