$35,075 - $42,090 a year
Hiring Range$35,075 - $42,090
Exempt or Non ExemptExempt
Reports toClient Services Manager
Full or Part TimeFull Time
Number of Months12 Months
Between the hours of 8:00am and 9pm depending on Help Desk hours and established schedule and occasional weekends
Position End Date (if temporary)
Position Summary Information
Our Helpdesk team members are the first responders to student, faculty and staff incidents and requests. We understand the interconnectedness of all our IT&S systems and services, and we excel at helping our clients achieve success. The Helpdesk works with IT&S and constituent campus teams to provide outstanding IT support services to the entire college.
Reporting to the head of IT&S Client Services, you will provide over-the-phone, in customer location, and walk-up assistance with technical services to all students, faculty and staff of Guilford College. You will be at home in this position if you have a willingness to help and server others. Your inquisitiveness will serve you well and we want to foster your professional growth and skills in areas that interest you. We are looking for a team member that values student success above all else, whether that be through advocacy on a ticket or superior mentorship of our team’s student employees.
Duties and Responsibilities
65% – Technical Support
Promote a service-oriented culture built upon clear and friendly updates to clients in conversation and writing. Maintain a caseload of Tier 1 and Tier 2 requests and incidents on a first-in, first-out basis via help desk phone system, ticketing system, and walk-up support. Provide resolutions, answers to questions, and advice.
Perform diagnostics on any system used to access Guilford College’s supported services including Windows, Apple, and Chrome OS and make technical decisions following defined Guilford College IT&S procedures and industry best practices. Limit client downtime and follow-up on temporary fixes with more permanent solutions.
Perform troubleshooting of network connectivity issues including TCP/IP, routing, DHCP and DNS.
Install, test, and configure workstations, AV equipment, peripheral equipment, printers, and software.
Expand clients’ technological awareness by promoting new services and informational resources available to the Guilford College community.
Provide professional support and balance priorities in a high-energy environment.
15% – Collaboration
Mentor student employees through structured trainings, one-on-one coaching, and daily response to their questions. Be available to all team members via email and chat clients throughout the day.
Become a Subject Matter Expert on 3-5 internal systems and be a liaison between other IT&S teams and the Helpdesk to build familiarity in systems administered by other teams.
Identify duplicate or outmoded work processes and suggest alternate approaches.
Participate in division/college-wide projects as a technical resource and serve as the “Voice of the Customer” to advocate and develop an optimal customer experience. Cultivate relationships with other work units.
Use customer service soft skills to address upset customers and remediate complaints without the need for supervisor involvement.
Participate in opportunities for professional development.
15% – Technical Writing
Write and document technical solutions for publishing in the IT&S Helpdesk knowledge base.
Conduct peer training to educate on processes and advanced technical solutions.
Write personable and comprehensive informational emails to clients from the ticketing system.
Document troubleshooting steps in the technical notes of tickets so that peers can follow your work.
5% – Other duties as assigned
Previous experience providing customer service in an information technology environment.
Previous experience troubleshooting of network connectivity issues including TCP/IP, routing, DHCP, and DNS
Previous experience using, troubleshooting and supporting MS Windows desktop OS (windows 7 64-bit, Windows 10) and Microsoft Office Professional 2013/16/Online.
Previous experience using and supporting Mac desktop OS (10.10+).
Previous experience using and troubleshooting standard desktop computing hardware and peripherals, which includes desktop and laptop computers, flat panel monitors, keyboards, mice, and printers.
Previous experience with MS Active Directory.
Bachelor’s Degree from an accredited College or University.
Experience using the Webhelpdesk Incident Management platform for case handling.
Experience using and supporting Canvas LMS software.
Familiarity with or experience troubleshooting mobile operating systems including iOS and Android.
Experience working in an information technology environment in a higher education setting.
Excellent interpersonal skills and enthusiasm for working with a diverse population.
Experience developing and leading training.
Experience with technical writing.
Experience working with customers with no technology background
Experience with ITIL
Some light lifting and moving of equipment up to 50lbs