Helpdesk Technician

vor 2 Monaten

Braunschweig, Niedersachsen, Deutschland Commonwealth of Virginia Vollzeit

Job Summary:

The Commonwealth of Virginia is seeking a skilled Helpdesk Technician to join our team. As a Helpdesk Technician, you will be responsible for providing technical support to staff, faculty, and students at all SVCC campus locations.

Key Responsibilities:

  • Provide Tier 1 and 2 support to students and staff as needed to campus technology and software applications
  • Promptly respond to customer/co-worker needs by assisting faculty, staff, and students with password resets, troubleshooting access problems, and queries
  • Receive, work, and follow up on all trouble-tickets designated as helpdesk issues
  • Extensive documentation of all support requests
  • Provide team support to the IT department when large-scale projects are being completed or when staffing is low
  • Ensure computers and classroom technology have been updated per security requirements
  • Prepare IT needs for campus events
  • Troubleshoot technology with faculty and staff remotely or in-person in a timely manner
  • Ensure all changes to computers, classroom technology, and procedures are documented using the appropriate methods given by the helpdesk manager
  • Ensure successful inventory logs are being kept and that both documentation and logs are re-evaluated on a regular basis
  • Responsible for assisting the network team and the server team with building new servers and implementing major changes to the network infrastructure
  • Responsible for assisting with troubleshooting any problems that may arise on the academic network, assisting with applying patches and/or upgrades to server(s) in the academic environment
  • Assisting in the preparation with evaluating the procedural manuals
  • Provide audio visual support for all campuses including but not limited to DVD, projector, TV, and other hardware
  • Assist the faculty and staff with scheduling and setting up for presentations
  • Support a strong working relationship with off-campus site personnel by addressing their needs and concerns effectively
  • Responsible for keeping up with the latest HelpDesk-based technologies and making suggestions to management about new technologies
  • Explore new technologies and go to training applicable to the technologies that will best serve the college
  • Fosters a positive work environment and demonstrates courteous, helpful attitude to students, staff, supervisors of the Community College, and to the public at large

Requirements:

  • High School Diploma or GED
  • Excellent customer service skills
  • Ability to work well with a culturally and educationally diverse population
  • Requires working knowledge and adequate skills in the areas of Applications, Computer Operations, IT troubleshooting, and Equipment and Applications Specialty
  • Requires working knowledge of major operating systems including Microsoft Windows 11, Mac, Linux, software applications, classroom technology
  • Knowledge of Computer HelpDesk operations or equivalent experience in the field
  • Ability to provide daily oversight of tickets effectively and independently troubleshoot technical issues that come up on campus
  • Requires ability to set up audiovisual equipment, performing or ensuring proper installation of appropriate software and training users as appropriate
  • Requires ability to accurately document procedures and maintain operations logs
  • Requires ability to read and comprehend technical documentation, confer with others, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support

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