South Texas College

Job Announcement #2010 - 2028

Job Title: IT HELP DESK SPECIALIST/TRAINER

Department: Information Services and Planning

Reports To: Coordinator of Client Services

FLSA Status: Nonexempt

Salary: Commensurate with Education & Experience

Starting Date: Immediately

Closing Date: Open until filled. Screening to begin September 7, 2009

SUMMARY

The Help Desk Specialist's role is to ensure proper computer operation so that clients can accomplish institutional tasks, including receiving, prioritizing, documenting, and actively resolving client help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the Specialist give in-person, hands-on help at the desktop level.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

1. Strategy and Planning: Evaluates documented resolutions and analyzes trends for ways to prevent future problems

2. Provides superior technical resolutions to South Texas College customers experiencing technical issues

3. Fields incoming help requests from clients via both telephone and e-mail in a courteous and professional manner

4. Documents all pertinent client identification information, including name, department, contact information, and nature of problem or issue

5. Builds rapport and elicits problem details from help desk customers

6. Prioritizes and schedules problem resolution activities; escalate problems (when required) to the appropriately experienced technician

7. Records, tracks, and documents the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution

8. Applies diagnostic utilities to aid in troubleshooting

9. Identifies and learns appropriate software and hardware used and supported by the institution

10. Performs post-resolution follow-up to help requests

11. Develops help sheets and frequently asked questions lists for clients

12. Carries out training needs analyses to develop new training programs or modify and improve existing programs

13. Provides guidance and training in the use of the various software products to STC employees through individual training, group classes, online and "how to documents"

14. Performs other work related duties as assigned

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Advanced knowledge level in Windows XP, MS Office 2007, MS Exchange and Networking is required

2. Knowledge of Adobe products is preferred

3. Must have extensive knowledge of computer installation, configuration and troubleshooting

4. Ability to maintain professionalism while working with clients

5. A+ Certification and N+ Certification desired

6. Demonstrated ability to interact effectively with a multicultural population

7. Excellent communication and interpersonal skills and a demonstrated commitment to the community college philosophy of education

8. Ability to work well under pressure and to successfully complete tasks despite limited resources and rigid deadlines

9. Must be able to travel throughout the college district to work and must have a valid TX driver's license and proof of liability insurance

EDUCATION and/or EXPERIENCE

*Bachelor's degree in Computer or in Computer Information Systems or a related field is preferred

*Previous related experience is preferred

*One year experience providing training is required

LANGUAGE SKILLS

Ability to read, analyze, and interpret professional journals, technical procedures, or governmental regulations. Ability to write reports. Ability to effectively present information and respond to questions from groups of managers, employees, clients, customers, and the general public.

PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear. The employee frequently is required to walk. The employee is occasionally required to sit. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

HOW TO APPLY: Submit letter of application, STC application, resume, copies of transcripts (official transcripts required BEFORE assignment begins) and five professional references with addresses and phone numbers to:

SOUTH TEXAS COLLEGE

OFFICE OF HUMAN RESOURCES

PO BOX 9701

McAllen, TX 78502

No person shall be excluded from participation in, denied the benefits of, or be subject to discrimination under any program or activity sponsored or conducted by South Texas Community College on the basis of race, color, national origin, religion, sex, age, veteran status, or disability.

Position #701394