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ITS Help Desk Specialist

Official Job Description

ITS Help Desk Specialist

Supervised by: Director of Software and User Services

Department: Information Technology Services

Grade: H

Category: Full-time Professional-Technical

Status: Non-Exempt

Function of the Job

Provide tiered support for hardware and software systems, ensure effective operation of the Help Desk, and support the College's technology infrastructure and service strategy through customer-focused assistance. Acts as a buffer between user requests and ITS senior staff, resolving as many frontline issues as possible before escalation. 

Duties and Responsibilities

  1. Operate, maintain, and recommend improvements for the customer-focused Help Desk.
  2. Troubleshoot, resolve, and document hardware and software issues using a ticket-based system to ensure proper process, documentation, and knowledge base development.
  3. Provision new employee hardware, office setups/relocations, and account configuration.
  4. Provide technology coverage on a rotating basis for events held outside regular business hours.
  5. Train and mentor Level 1 Help Desk Technicians.
  6. Install and provide maintenance for computers (Mac and PC), printers, and related equipment college-wide.
  7. Ensure hardware fleet and corresponding firmware are up to date.
  8. Responsible for communicating and enforcing device management policies.
  9. Train staff, faculty, and community members on use of classroom technology equipment:
  10. Classroom automation systems
    • Phones
    • Projectors
    • Document cameras
    • Audio systems
    • Classroom cameras
  11. Maintain an up-to-date device inventory to effectively plan, schedule, and coordinate with department stakeholders on equipment rollouts, including:
    • Police Academy
    • Student checkout laptops
    • Nursing laptops
    • Lab replacement cycle
    • Employee laptops
    • Office equipment
    • Classroom equipment
  12. Identify and troubleshoot physical network issues.
    • Create ethernet cables.
    • Tone, map, and label existing ethernet connections back to distribution switches.
  13. Conduct analysis via PDQ Inventory to identify outdated hardware and software versions, and provide related solutions to ITS administration.
  14. Implement employee-specific software configurations to support onboarding, including phone system set up, print account management, shared drive access, HP print supply management, Active Directory, Google Suite, and VPN setup.
  15. Troubleshoot and optimize the college's digital signage program (PiSignage).
  16. Cross-train on various college software systems including Student LMS, Document Signing, Sports Live Streaming, Broadcast Streaming, Email, MFA, and Testing Center software. 

Essential Functions

  1. Must understand and support the mission of the community college.
  2. Must be able to lift up to 50 lbs.
  3. Must display professionalism and confidentiality in all matters.
  4. Must be able to communicate effectively by phone and email on a daily basis.
  5. Must be dependable, accurate, self-motivated, organized, have initiative, and be able to prioritize workload.
  6. Must possess excellent computer skills with the ability to work with Microsoft Office products.
  7. Must be able to provide and understand verbal/visual orders from supervisors.

Personal Interaction

Daily contact with College personnel, faculty, students, and the general public in the routine performance of duties and departmental services.

Supervision Excercised

No supervision required.

Requirements

Associates degree and experience with computers and troubleshooting preferred. Preference may be given to applicants with enrollment in or completion of SVCC CIS courses.

Revised: 04/22/2025

Tort Liability Statement:

Coordinates the College Risk Management Program in a capacity appropriate to this position. This includes, but is not limited to, monitoring conditions, events and circumstances present through daily College operations, and communicating observations to the appropriate supervisor or taking necessary actions to correct, prevent or limit safety problems. May serve as a member of a committee that supports the health, safety and/or legal rights of visitors, students and staff. Such committees may include the AA/EEO, Sexual Harassment, and Safety/Loss Control committees. (Risk Management Categories I, III, IV. See Tort file.)

This description is intended to indicate the kinds and levels of work difficulty that will be required of the position that will be given the title and shall not be construed as declaring what specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of the supervisor to assign, direct, and control the work of employees under supervision. The use of a particular expression or illustration describing duties shall not be held to exclude other duties not mentioned that are of a similar kind or level of difficulty.

 

Employee Signature Supervisor Signature

 
Date Signed by Employee Date Signed by Supervisor