Job Description

The help desk will support all services provided by the Technology Division including, but not limited to, telephone, PC, network systems and applications, follow-up support, and training.

RESPONSIBILITIES (Non-inclusive)

• Attend to help desk calls (with reference to telephone, PC hardware and software, network systems and applications, etc.), from internal and external customers by providing immediate problem resolution assistance when possible. Otherwise, assign customer problems to appropriate Technology Division staff member(s) or external service providers for follow-up/resolutions.
• Maintain a record of calls and actions taken. Review records of all calls taken by the department in order to become familiar with problems and effective resolutions.
• Maintain user-level knowledge of PC and Mac, a general understanding of administrative applications, the network operating environment and operation of the telephone, phone mail systems and mobile devices.
• Serve as a personal computer technician when necessary, providing onsite troubleshooting of software/hardware problems.
• Provide more in-depth, customized assistance or training to a customer when necessary.
• When needed, plan and implement special projects in support of Information Technology initiatives.
• Perform related duties as assigned.

QUALIFICATIONS

Education/Training and Experience Required/Preferred

• Associate’s degree in information systems, office systems administration or closely related field and two years work experience in a help desk or similar position which provided a working knowledge of fundamental operations of relevant software, hardware and other equipment; knowledge of relevant call tracking applications; knowledge and experience of customer service practices.
• An equivalent combination of education and experience which provides the knowledge, skills and abilities is acceptable.

Knowledge, Skills and Abilities

• Strong technical aptitude and knowledge of word processing, database, spreadsheet and graphics presentation programs.
• Skills in oral and written communications, designing and conducting individual and group training sessions, telephone answering decorum, in a help-desk environment.
• Ability to quickly learn new applications and pinpoint problems with hardware, software, operating systems, peripherals, etc.; recognize customers' limited knowledge and need for additional training; effectively train and instruct employees; maintain a high level of motivation; work independently; work under pressure.
• Ability to provide exceptional customer service.

Physical Activity Level

• Light - sit sometimes, walk and stand sometimes, lift up to 25 lbs. occasionally.

CONDITIONS OF EMPLOYMENT 

• This is a 12-month, full-time, non-exempt position. The hourly rate is in grade 6A of the  Staff Salary Schedule . The anticipated hiring range is $17.30/hour – $21.63/hour.
• This position is not eligible for remote work.
• The College offers generous benefits including medical, dental, vision, life insurance, long-term disability, vacation and personal days, along with holiday and sick time. See  Benefits for Full-time Staff . 
• Please note: The final offer for the successful candidate is targeted to fall within the minimum to the mid-point of the salary range but will be based upon an assessment of internal equity, the unit's available budget, and the candidate's qualifications in relation to the minimum and/or preferred job requirement(s). 

APPLICATION PROCESS:  Apply for this position through the college’s  Human Resources website . Please be prepared to do the following:

• Answer all questions in the college’s employment application (*please read the note below)
• Attach a current resume and a cover letter summarizing your interest and qualifications for this position.
• Applications will be accepted until the position is filled; however, application review will begin immediately.

*To avoid difficulties when submitting your application, be sure your web browser (e.g., Google Chrome, Firefox, Internet Explorer) is updated to the latest version and allow yourself sufficient time to complete the application since you WILL NOT be able to save a partially completed application and work on it later.

Lakeland Community College is an equal access and equal opportunity employer and is strongly committed to a policy of equal opportunity in its employment practices. The College does not discriminate against applicants on the basis of race, ethnicity, color, national origin, religion, sex, sexual orientation, gender identity, gender expression, military status, disability, age, ancestry, pregnancy, childbirth, or related medical conditions, genetic information, or any other characteristic protected by law. If you have a disability that requires special accommodation to participate in the application/interview process, contact the Human Resources Office at 440-525-7575.

Please review Lakeland’s Mission, Vision, Purpose and Statement of Commitment.

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