Help Desk Administrator & Level 1 Technician Coordinator

Role:

Garden City Community College is an institution dedicated to providing quality education to our students and supporting our faculty and staff with exceptional IT services. We are seeking a Help Desk Administrator & Level 1 Tech Coordinator to lead our Level 1 technical support team, ensuring seamless communication and collaboration with our Level 2 support and others within the IT Department.

As the Help Desk Administrator & Level 1 Tech Supervisor, you will be responsible for supervising and coordinating the activities of our Level 1 technical support team while facilitating effective communication and escalations to our Level 2 support team. Your role will involve ensuring efficient problem resolution, maintaining excellent customer service, and supporting the success of our educational mission.

Essential Functions & Responsibilities:

• Collaborate with the Executive Information Officer (EIO) to assist in the performance evaluations of Level 1 Techs. Provide feedback and insights regarding the team's performance and contributions.
• Lead and mentor a team of Level 1 Techs, offering guidance, training, and fostering a collaborative team environment.
• Schedule and assign tasks to the Level 1 team to ensure timely resolution of support requests. Act as a point of contact for team coordination.
• Act as a liaison between the Level 1 support team and the Level 2 support team.
• Facilitate effective communication and escalation of technical issues to the appropriate teams for resolution.
• Ensure that Level 1 Techs have access to necessary resources and guidance from Level 2 support when required.
• Address complex issues and assist Level 1 Techs in problem resolution and collaborate with Level 2 technical support team members to ensure the efficient resolution of advanced technical issues related to campus IT infrastructure, including hardware and software.
• Monitor help desk performance metrics and implement improvements to enhance service quality.
• Collaborate with other IT teams to plan and execute technology upgrades and maintenance activities.
• Troubleshoot and resolve advanced technical issues related to campus IT infrastructure, including hardware and software.
• Maintain accurate documentation of common support issues and solutions, tailored to the college's unique systems and applications.
• Ensure outstanding customer service by upholding a high level of professionalism and responsiveness when assisting the college community.
• Handle escalated inquiries and concerns from students, faculty, and staff with sensitivity and efficiency.

Performance Measurements:

1. To create and maintain an effective relationship with the staff in order to provide quality service and support for everyone.
2. To work with end-users when problem situations arise and complete all jobs in a timely manner.
3. Work with the Director of Information Technology and other staff members to determine timeline for installation and upgrades.
4. To maintain an effective working relationship with other members of the Information Systems team to resolve problems and assist end-users.

Knowledge and Skills:

Experience: Two years to five years of similar or related experience. Proven experience in IT support, with demonstrated expertise in troubleshooting and resolving technical issues.

Education: Bachelor's degree in IT, Computer Science, or a related field.

Interpersonal Skills: Work normally involves contacts with persons beyond immediate associates generally regarding routine matters for purposes of giving or obtaining information which may require some discussion. Outside contacts take the form of service to the public (students, visitors or vendors) requiring ordinary courtesy in providing assistance and information.

Other Skills: Previous supervisory or team leadership experience in an educational setting is advantageous. Strong knowledge of campus IT systems, educational software, and learning management systems. Proficiency in using help desk ticketing systems. Exceptional communication and interpersonal skills, with the ability to interact effectively with students, faculty, and staff. Flexibility to work in an academic environment with varying workloads, such as peak registration periods and exam seasons. Relevant IT certifications (e.g., ITIL, CompTIA A ) are a plus.

Physical Requirements: The work requires moderate physical exertion such as long periods of standing, repetitively lifting lightweight objects with frequent bending or stooping, recurring lifting of moderately heavy items such as computers, printers or record boxes. Occasionally lifts heavy objects (over 50 pounds). Job requires average agility and dexterity.