Information Technology Services

Job Description: Help Desk Student Staff

Information Technology Services (ITS) provides facilities and technical support for students,
faculty, and staff in various implementations of technology in support of institutional goals.
ITS supports over 2,600 workstations and virtual desktops in various locations both on and off
campus, over 120 physical and virtual servers in two data centers, a campus-wide fiber
backbone and wireless network, telephone and other communications systems, and 150
multimedia/projection systems. ITS provides hardware and software configuration and support
services, technical and end-user support, web application development, and data and
integration services to help further the success of Highline’s students.

The IT Customer Services team provides direct first and second level support for all Highline
students, faculty, and staff through a centralized Help Desk and call center. This includes all
Service Desk functions; campus operator; desktop hardware configuration, installation and
support; desktop and enterprise applications; and classroom technology support.

The Help Desk staff work in a dynamic, fast-paced call center that provides services over the
phone, through e-mail, phone, and in person (for walk-in customers). The Help Desk staff are
the first point of contact for students, staff and faculty seeking assistance for technology issues
on campus.

Essential Tasks:

• Respond to faculty, staff and student technology-related problems and requests via
  email, telephone, and in person;
• Collect and organize information identifying issues, logging all Help Desk tickets using
  Solarwinds software.
• Monitor progression of work and document solutions;
• Assist customers in the routine use of applications and college systems;
• Provide one-on-one assistance to customer, such as explanation of application features
  and functionality; provision of step-by-step instruction on use of applications; and
  development of effective self-help material;
• Follow ITS Help Desk operating procedures.
• Direct / escalate calls to appropriate ITS staff as necessary.
• Perform basic troubleshooting, diagnosing and resolving or assigning software and
  hardware requests received via walk in, phone, or e-mail.
• Assist with installing workstations, monitors, printers and other peripherals when
  assigned and based on experience working at the Help Desk.
• Assist with the physical network wiring projects and as tech support in the CIS labs
  based on experience and in collaboration with the Infrastructure team.
• Work closely with full-time and part-time(1000 Hour) staff to learn troubleshooting
  techniques and gain experience.
• Learn fundamental operations of commonly used software, hardware, and other
  equipment.
• Check and respond to voicemail.
• Move requests toward resolution by completing them under general supervision.
• Comply with a schedule of arrival and departure for assigned duties; maintain
  professional discipline and decorum in the Help Desk and lab areas.
• Attend all Help Desk meetings and training sessions.
• Accept general responsibility for the Open Lab in Building 30 ensuring that it is ready for
  use; clean keyboards and workstations; stock paper and toner in printers, push in chairs,
  restart frozen computers, etc.
• Attend all Help Desk training sessions.
• Become familiar with available help resources, ITS policies, services and staff; stay
  updated on campus technology changes or problems.
• Other duties as assigned by supervisor and/or other ITS staff.

Minimum Qualifications:

• Be a current, registered student.
• Some IT/computer and networking knowledge.
• Friendly presence and helpful attitude; good interpersonal skills and ability to work well
  with others.
• General problem solving skills; ability to visualize a problem or situation and think
  theoretically to solve it.
• Good written and oral communication skills.
• Some technical knowledge and troubleshooting skills and ability to learn new skillsets.
• Appreciation for highly diverse community.
• Must be able to sit, stand, crouch, kneel and periodically lift up to 50 lbs.

Desired Qualifications:

• Strong computer and technology skills.
• Previous customer service experience.
• Ability to provide technical support over the phone; good phone skills, and professional
  demeanor.
• Ability to work with customers possessing a wide range of knowledge and skills.
• Above average written and oral communication skills

If interested in applying contact Richard Cannefax directly at rcannefax@highline.edu