MAJOR RESPONSIBILITIES:
· Provide technical and user support and guidance in a positive and cooperative manner, exhibiting friendly, professional appearance and demeanor at all times.
· Process IT Helpdesk tickets to ensure that they are resolved in a timely manner and within the Service Level Agreement (SLA) and that the communication documented within tickets is complete and respectful; Responsible for actively reaching out to supervisor for questions or case escalation.
· Process IT Helpdesk tickets to provide end-user support covering but not limited to issues covering desktop and laptop devices, printers, document cameras, scanners, projectors, network, wireless, VoIP.
· Utilize additional forms of communication such as phone or face to face as needed when processing IT Helpdesk tickets in order to maintain excellent customer service.
· Follow regular equipment cleaning and maintenance schedules, follow preventative measures as instructed to reduce downtime.
· Assist in moving equipment as assigned.
The above list of duties is not to be construed as an exhaustive list. Other duties logically associated with the position may be assigned.
REQUIRED EXPERIENCE AND SKILLS:
· Must possess good customer service and organizational skills.
· Must possess good written and oral communication skills and be able to provide service over the phone, through email or in person.
· Must be proficient with current hardware and software technology.
· Must be able to maintain professional relationships with peers and superiors.
· Ability to use discretion and confidentiality with access to sensitive data and local administrative access to all desktop equipment and data in the environment for the purpose of support.
· Must be dependable.
· Ability to stay calm in stressful situations.
· Ability to handle multiple competing priorities.
· Must be physically capable of climbing ladders and lifting up to 30 pounds repeatedly.
· Must be willing to work nights and weekends as needed.
· Must be willing to travel as necessary.
DESIRED EXPERIENCE AND SKILLS:
EDUCATION: High School diploma required. Associate Degree preferred. May substitute equivalent experience and or certifications for the degree.
Experience in a higher education environment.
Ivy Tech is committed to supporting the well-being, growth, and financial security of our part-time employees. These benefits include:
Health & Wellness
Access to a comprehensive vision care plan with low-cost exams and allowances for glasses or contact lenses
Employee Assistance Program offering no cost confidential counseling sessions, legal consultations, financial planning consultations, and other resources
Financial & Retirement Benefits
All employees can contribute pre-tax or post-tax dollars through payroll deduction to build retirement savings
Educational Benefits
Fee remission for employees, spouses, and legal dependents.
For more information on Ivy Tech Benefits, visit https://careers.ivytech.edu/benefits.
Ivy Tech Community College is an accredited, equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, marital status, religion, sex, gender, sexual orientation, gender identity, disability, age or veteran status. As required by Title IX of the Education Amendments of 1972, Ivy Tech Community College does not discriminate on the basis of sex, including sexual harassment in its educational programs and activities, including employment and admissions. Questions specific to Title IX may be referred to the College’s Title IX Coordinator or to the US Department of Education Office of Civil Rights.