Information Technology Help Desk Coordinator
Director of Information Technology
POSITION SUMMARY
This position is responsible for leading the IT Help Desk support initiatives for the Office of Information Technology at State Technical College of Missouri. This position manages and supports computers, phones, applications, websites, networks, and other related technology used by faculty, staff, and students through the coordination of the Help Desk support services. The employee in this position is expected to initiate a high degree of initiative and judgment in the performance of assigned responsibilities. Information Technology responsibilities include the support of campus-wide computing operations both instructional and administrative. The individual in this position directly supports the Office of Information Technology and reports directly to the Director of Information Technology. This is a 12-month, in-seat position.
ESSENTIAL FUNCTIONS
To perform this position successfully, employee must be able to perform each essential function and responsibility satisfactorily. The essential functions include, but are not limited to the following:
- Coordinates the processing of incoming requests to the IT Help Desk via all methods to ensure courteous, timely, and effective resolution of end user issues, based on issue priority.
- Triage work orders to the appropriate IT Services staff member(s) based on role, work order load and location proximity to the issue.
- Escalate work orders to second level IT support and third level IT support as required.
- Analyze performance of Service Desk activities and documented resolutions against service level agreements.
- Identify problem areas and devise and deliver solutions to enhance quality of service and to prevent future problems.
- Develop help sheets, solutions, and FAQ lists for end users.
- Develop standard operating procedures for IT support staff that outline how problems are identified, documented, assigned and corrected.
- Develop request handling and escalation policies and procedures.
- Alert management to emerging trends in incidents.
- Track and analyze trends in the Service Desk and generate statistical reports.
- Generate reports based on service level agreements and required metrics.
- Provide first level support to end users; May be required to act in the role of an IT Technician II as demand requires. May be required to participate in the on-call rotation.
- Maintain strict confidentiality of information that may be disclosed when working on user’s systems.
- Perform other related duties, as assigned.
MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)
This position requires an associate’s degree of applied science in the areas of business or technology or graduation from an accredited high school with appropriate skills in technology and customer service is preferred. This position requires work experience in the following areas:
- Exceptional customer service skills.
- Exceptional technology troubleshooting and problem-solving skills
- Strong written and verbal communication skills with the ability to clearly communicate technical concepts to non-technical end-users.
- Highly detail-oriented and well organized, ability to multi task and prioritize
- Ability to use diplomacy and tact when addressing problems in all areas of the job and with all types of customers/end users.
- Strong interpersonal and human relations skills.
- Ability to critically evaluate information for accuracy and usefulness in solving problems.
- Ability to quickly identify problems and determine the best course of action for their resolution.
- Knowledgeable of the latest computing technologies and how they function.
- Ability to supervise and mentor staff and student interns.
- Good command of the written English language, spelling, and grammar.
- Superior typing and computer operation skills.
- Detail-oriented and well organized, ability to multi task and prioritize
- Flexible and adaptable to a changing environment.
- Proactive and results oriented, sets high standards of performance.
- Ability to build relationships and work both collaboratively and independently.
- Ability to work with little or no supervision.
- Ability to use common sense techniques.
PHYSICAL DEMAND AND WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit or stand for long periods of time. The employee frequently is required to use hands and fingers to handle, or feel objects, tools, or controls. He/she must be able to reach with hands and arms. He/she must be able to talk and hear. The employee is occasionally required to stand and walk to other locations on campus.
The employee must occasionally lift and/or move up to 70 pounds. Specific vision abilities required by this position include close vision.
Note:
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each function proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.
State Technical College of Missouri is an Equal Opportunity, Equal Employment Opportunity organization and does not discriminate against any protected class in our educational programs, activities, or employment opportunity. Please see our complete Non-Discrimination Policy.