What are the responsibilities and job description for the Help Desk Support Specialist position at Georgia state government?
Job Summary
The Helpdesk Support Specialist is responsible for performing technical support services associated with assisting student, faculty, and staff users; ensures that all college Information Technology equipment is identified, documented, installed, and maintained.
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Responds to Student Helpdesk Requests 1. Respond to student helpdesk tickets or messages in person, over the phone, or electronically in a timely manner. 2. Resolves routine problems as instructed or escalates more complex issues to appropriate parties as needed. 3. Troubleshoots and remediates user account issues in Active Directory, Okta, and/or Microsoft 365. 4. Adheres to local, State, and Federal cybersecurity and operational practices, policies, and procedures. |
40% |
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Troubleshoots and Implements Technology 1. Installs, upgrades, and troubleshoots hardware, software, and network systems. 2. Assists in maintaining IT Department inventory, including additions, transfers, and surplus equipment. 3. Assists the IT department in responding to faculty and staff helpdesk tickets in a timely manner. |
15% |
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Assists with training and technical assistance to users 1. Ability to provide instruction to others on use of equipment or processes. Instructs customers in correct procedures, special requirements, restrictions and supporting documentation needed to complete relevant process. 2. Provides information regarding available technology resources. |
15% |
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Serves as communications link between department and internal and external customers 1. Appropriately responds to a variety of inquiries, questions, requests, or needs; interprets and applies policies and procedures. 2. Communicates accurate information to customers/contacts in a courteous, timely and helpful manner 3. Obtains and provides information and assistance as appropriate; resolves or facilitates the resolution of problems in a courteous, helpful, and timely manner |
20% |
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Other duties as assigned. |
10% |
Supervisory Responsibility
Will not supervise any other positions.
Work Environment
This job operates in a professional office environment, routinely uses standard office equipment and technologies, and requires business attire and professionalism.
Physical Demands
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.
While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; climb ladders; differentiate and identify color-coded items; talk or hear. The employee must occasionally lift or move electronic equipment, office products and supplies, up to 50 pounds.
Position Type/Expected Hours of Work
This is a full-time position. This position occasionally requires longer hours and some weekend work.
Travel
Travel to other campus locations is possible.
Required Education and Experience
· Associate’s degree *and* Three (3) years of work-related experience
· Note: Experience may substitute for the degree on a year-for-year basis
Preferred Education and Experience (In addition to minimum qualifications):
· 3 years of customer service experience.
· An Associate’s degree in computer science or work-related field.
· Proficient in helpdesk or service ticketing systems.
· Professional certification in related field.
· Proficient in Windows, Mac, iOS, and Android operating systems.
· Proficient in Microsoft Office products
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Employment Policy
The Technical College System of Georgia and West Georgia Technical College do not discriminate on the basis of race, color, creed, national or ethnic origin, gender, religion, disability, age, political affiliation or belief, disabled veteran, veteran of the Vietnam Era, or citizenship status (except in those special circumstances permitted or mandated by law) in educational programs, activities, admissions or employment. All applicants will be considered; however, only selected applicants may be interviewed. Approval of employment does not constitute a contract. Continued employment is contingent upon job performance and funding.
Salary : $38,000
