Job ID 70466
Desktop Support Technician Assistant
Main Campus, DeVos Campus
$12.50
Summer
Non Work-Study
Up to 28 hrs/wk (flexible)
The IT Desktop Support Computer Technician provides the “voice of the user” for the IT Services department and is the front-line point of contact for all staff and student related technology concerns and issues.
The IT Desktop Support Computer Technician’s role is to provide a single point of contact for end users to receive support and maintenance within the College’s desktop computing environment. This position will diagnose, repair, maintain and upgrade all PC hardware, software, and other equipment to ensure optimal workstation performance.
This position is part of a team, focused on providing exceptional service that exceeds user expectations. The proper candidate is a motivated self-starter with strong interpersonal skills, a desire to learn and expand technical proficiencies, and the ability to work within a collaborative, team-oriented environment.
Essential Job Functions
● Provide first-line technical support to GRCC’s students and staff via phone, email, remotely and face-to-face contact
● Assist IT technicians with installations, upgrades and configuration of hardware, software and related peripherals
● Work with users in finding technology solutions to remove barriers to working uninterrupted
● Develop technical support documentation
● Review knowledgebase articles as a part of the KCS review cycle
● Review and document service and support processes to ensure consistent service and support are provided to users
● Continually advance personal skill sets through college course work, research, and other educational opportunities
● Respond to user inquiries in a timely manner
● Maintain a courteous demeanor toward, college faculty, staff and students
● Maintain confidentiality and comply with HIPAA, FERPA, GRCC policies, and related standards.
● Perform other duties as assigned by supervisors
Education
● Working towards a degree in computer applications is preferred
Work Experience
● Customer service background with technology emphasis preferred
Equipment Use/Knowledge/Skills/Abilities
● Must be proficient in verbal, written, and interpersonal communication skills to work effectively with people of diverse ages, ethnic, sexual orientation and socio-economic backgrounds.
● Ability to work under pressure in a fast-paced environment.
● Must use good judgment in handling sensitive information or difficult people and situations.
● Must have a good understanding of user de-escalation techniques.
● Must be self-motivated and resourceful, demonstrating initiative and strong problem-solving abilities.
● Excellent organizational skills, ability to prioritize, and complete tasks in a timely manner.
● Must be collegial and collaborative.
● Must possess a positive attitude.
● Project a professional image, including punctuality and good attendance record.
● Maintain the highest levels of confidentiality and ethical standards.
● Ability to perform daily routine and unexpected duties with minimum supervision.
● Working knowledge of Microsoft Office applications, G Suite, Blackboard, PeopleSoft, web pages.
● Demonstrated ability to troubleshoot PC equipment and software problems.
● Must possess analytical and problem solving skills.
● Ability to communicate effectively, both orally and in writing, to assist students and staff in a professional manner.
● Demonstrated ability to maintain positive interpersonal relationships and effectively work as a member of a team.
● Ability to learn new computer software and maintain up-to-date skills in computer technology.
● Ability to handle multiple priorities.
● Ability to identify innovative approaches for service delivery that meet user needs.
● Be available to work evening shifts when needed. (No later than 6:00 pm)
● Dress Code: Business Casual
Physical Demands
● Ability to lift and move up to 25 pounds.
● Ability to sit for extended periods of time.
Mental Demands
● Ability to handle pressure situations in a professional manner.
● Possess mature judgment.
● Ability to learn and react quickly, make decisions and execute them expeditiously.
Working Conditions
● Ability to work in a high traffic, indoor environment.
● Ability to work in a busy office with frequent interruptions.