|
|
| Company |
Dunwoody College of Technology |
| Title: |
Helpdesk Coordinator |
| Category: |
IT / Software Development |
| Description: |
| Helpdesk Coordinator
Dunwoody College of Technology’s goal is to provide career-focused, applied education leading to immediate jobs and successful careers in business and industry. We value practical, applied learning, and are committed to providing our students with high-quality technical education that results in an immediate job and a fulfilling career. We value a diverse faculty, support staff, and student body and their unique contributions to an inclusive Dunwoody community. Dunwoody's vision is to provide “for all time” a place where people of diverse backgrounds receive learning opportunities that prepare them for “the better performance of life’s duties.”
Dunwoody College of Technology currently has the need for a Help Desk Coordinator in Dunwoody’s Information Technology department. Major objectives for this position are to manage incoming user requests utilizing helpdesk tracking software. Provide end-users with professional, timely and efficient computer technical support. Install, configure and upgrade computer hardware and software. Documents and maintains procedures for the installation and maintenance of software. This is a full time position (40 hours/week) scheduled from 9:30am to 8:00pm Monday through Thursday.
POSITION ACCOUNTABILITIES
• Manage the customer service relationship by responding to user requests in an efficient and professional manner. Responsible for prioritizing and assigning requests as they are reported.
• Maintain a record of all user requests in the helpdesk software as a tool to track calls and establish metrics. Responsible for closing helpdesk calls as they are completed.
• Provide computer and network technical support to users via email, telephone and in person. Assist users with a variety of technical issues dealing with various platforms, operating systems, applications, etc.
• Recommend hardware and software upgrades to ensure users have current and functional technology.
• Define and document computer hardware and software installations, configuration and maintenance procedures to ensure standards.
• Provide a moderate amount of computer training to users in an effort to ensure an efficient and successful computing experience.
• Setup, configure and deploy computers and officially authorized software to users as a tool for performing their duties and responsibilities.
• Respond to helpdesk calls within level-of-service guidelines and follow-up with users, as needed. Follow-up to include duplication complex problems, if necessary, in the lab requiring elaborate setup and working with more senior members of the support or engineering staff to resolve complex issues. Alert manager to unusual problems or problem trends as they occur.
• Share computer and network support techniques with IT staff to improve overall department effectiveness.
• Under direction of the IT management, performs duties according to their best judgment, requesting assistance when necessary.
• The effect of an error by this position has a high impact on user productivity. The long term effect could be the loss of user data and cause the user to miss deadlines.
• Responsible for maintaining high ethical standards as this position requires access to areas where highly sensitive and confidential data is stored.
• Requires excellent verbal/written communication skills to efficiently resolve user requests and build effective client relationships.
• Complete administrative reports and other duties as required.
CORE COMPETENCIES
• Builds effective relationships; seeks out and responds to others appropriately; communicates clearly and succinctly with peers and leadership; builds trust with others and establishes rapport.
• Executes change; demonstrates flexibility, is adaptable to change, strives for continuous improvement; works with a sense of urgency.
• Demonstrates accountability; takes ownership of personal performance and development.
• Supports the school-wide commitment; supports the mission and vision of Dunwoody; meets or exceeds customer and stakeholder expectations; supports a college environment that encourages and nurtures diversity; focuses on quality and continuous improvement.
QUALIFICATIONS
• 2-year technical degree in PC repair or maintenance, or 2 years work experience.
• Demonstrated proficiency in the maintenance and installation of personal computer hardware and software.
• A+ certification preferred.
• Must be able to lift up to 40 lbs.
• Must be able to work Monday through Thursday from 9:30am to 8:00pm.
|
| Skills: |
|
| Employment type: |
Full Time |
| Salary: |
Unspecified |
| Degree: |
Unspecified |
| Experience: |
Unspecified |
| Location: |
Minneapolis - Twin Cities - Through Out |
| Post Date: |
2008-08-01 |
| |
| Click here to Apply To this Job |
| |
|
|
|
