Help Desk Specialist

  • McHenry County College
  • Crystal Lake, IL 60012
  • Jun 02, 2021
Full time

Job Description


Job Title Help Desk Specialist Department IT FLSA Status Non-Exempt Job Type Staff Position Grade 6 Employee Type Full Time Hiring Range Commensurate with experience Grant Funded No Work Year 12 Months Work Year-Other Information Typical Work Schedule

40 Hours - Flexible schedule to meet department needs to include evenings and weekends

Bargaining Unit Eligibility Yes-Staff Council Work Week 40 Hours Work Week-Other Information Special Instructions to Applicants Position Introduction


Position Summary

Help Desk Specialist is the face of the IT department to both students and employees. As a primary responder for Level 1 support, and using a high degree of professional communication and active listening skill, this position tactfully and professionally assists end-users who contact the Help Desk needing a variety of technical supports.

Reports to Chief Information Officer. May receive daily direction from the Coordinator, Help Desk Essential Functions and Responsibilities

· Provide Level 1 first-point-of-contact telephone, email, and in person support for the College and its satellite location(s), immediately solving issues if possible
· Provide Level 1 first-point-of-contact telephone support for student technology issues immediately solving issues if possible
· Resolve technical issues as trained and able, in an efficient way and to provide the highest level of customer service
· Escalate priority issues to the appropriate IT administrator
· Provide support to faculty, staff, and students utilizing the established departmental services and service level standards. Use remote access to troubleshoot and remediate desktop hardware, software, and network connectivity issues
· Utilize departmental technical support tools to their fullest extent and develop/maintain knowledge database within the Help Desk system for common issue resolutions within the College's technology environment
· Identify trends in issues being reported to the Help Desk and recommend to supervisor innovative and creative solutions to solve recurring Help Desk calls
· Use Help Desk ticket system to create, dispatch, or reassign tickets to the appropriate IT staff member or work queue
· Ensure that tickets are being entered appropriately, or corrected if needed, according to ticket system guidelines
· Assist the department with major projects, such as desktop software and hardware inventory processes, equipment exchange, etc.
· Follow communications guidelines of the department to provide consistent messaging on behalf of the department
· Follow the College's policies and guidelines regarding technology security, data security, user and data confidentiality, and acceptable use of IT data, equipment, and systems.
· Provide Help Desk best practices training to new IT employees or student employees regarding response, ticket system use, other daily processes, etc.
· Provide new hire onboarding training as requested
· Work collaboratively with others (e.g. colleagues, stakeholders, vendors) to accomplish functions and responsibilities
· Assume additional duties as assigned by immediate supervisor

Required Education High School graduate or equivalent Other Required Qualifications

· Three years customer service experience
· Five years of technical support service experience in Windows/Mac environment

Desired Qualifications

· Associate's degree from a regionally accredited institution
· Certification or significant experience in Technology Help Desk support

Skills and Specifications

· Proficient in Microsoft Office Suite and internet
· Ability to learn technological applications
· Ability to grow with technology and philosophical directions implemented by the College
· Strong human relation and customer service skills and dedication to customer support
· Ability to provide quality customer service no matter the delivery mode
· Excellent written and verbal communication
· Responsible and self-directed
· Ability to work effectively under pressure, working on several projects and activities simultaneously while remaining organized and focused
· Capable of working flexible hours, including evenings and weekends
· Ability to work with minimum supervision and direction
· Ability to bend and reach
· Ability to safely lift 50 pounds unassisted
· Ability to use computing devices and peripherals for extended periods of time
· Ability to see, perceive color, depth, and texture
· Commitment and respect for diversity, equity, inclusiveness and the MCC Behaviors of Excellence
· Commitment to the College mission, vision, values, and goals
· Ability to perform all of the essential functions, skills, and specifications of the position

Location Main Campus

Application Details

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