What are the responsibilities and job description for the Specialist, Help Desk position at State College of Florida, Manatee-Sarasota?
SCF offers a comprehensive benefits package to eligible employees, including low-cost State of Florida medical, dental, and vision insurance, tuition scholarships for employees and eligible dependents, paid life insurance, and employer contributions to the Florida Retirement System (FRS). Full-time employees are eligible for paid sick and/or vacation leave in accordance with College policy. Additional benefits and perks include complimentary access to wellness activities, a four-day work week during June and July for eligible 12-month employees working in the summer, and paid winter break and spring break. Eligible dependents also have access to our on-campus Collegiate School. Benefit availability varies by position and employment status.
Visit the SCF Human Resources webpage for benefit details.
Job Summary
Provides first level technical support to college wide end users in order to troubleshoot and resolve system related problems, facilitate service requests, and improve customer satisfaction.
NOTE: Job descriptions and essential functions are subject to change due to advances in technology, utilization of work force, and other factors which may impact the College’s need to modify position requirements.
This position is a career-level position and is eligible for veteran preference. If you qualify, please complete the Veteran Preference section of the application and attach a copy of your DD214.
Essential Duties and Responsibilities
The following listing of essential job duties indicates the general nature and level of work required in this job. This is not designed to be a comprehensive listing of all the activities, duties, or responsibilities that may be required in this job. Individuals assigned to this job may be asked to perform other duties as required. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities of the job.
Applicants may be asked to demonstrate any or all of the following duties:
- Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance for users experiencing problems with hardware, software, networking, and other computer-related technologies.
- Investigates and resolves software and hardware problems of computer users.
- Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error. Determines whether problem is caused by hardware, software, or user error.
- Handles problem recognition, research, isolation, resolution and follow-up for routine user problems. Refers more complex problems to supervisor or technical staff.
- Troubleshoots user reports concerning system operations and diagnoses system software or hardware and recommends or performs actions to correct the problem either through remote control software or an office visit.
- Logs and tracks calls using problem management database, and maintains history records.
- Tests software and hardware to evaluate ease of use and whether product will aid user in performing work. Calls software and hardware vendors regarding products.
- Writes or revises user training manuals and procedures.
- Installs computers, software, and peripheral equipment.
- Performs duties on multiple College campuses/sites as required.
- Works with team members to review and streamline current processes and participates in implementation of changes.
- Performs other duties as assigned.
Job Qualifications
Education/Experience:
Supervisory Experience:
Language Ability:
Math Ability:
Reasoning Ability:
Computer Skills:
- Microsoft Windows 10
- Fortinet VPN Client Configuration
- Microsoft Office Pro Plus (Word, Excel, PowerPoint, Outlook)
- Web Browsers (not limited to Mozilla FireFox, Microsoft Edge, Google Chrome, Microsoft Internet Explorer)
- Symantec Norton AntiVirus
- Ethernet client configuration
- TCP/IP client configuration
- Wireless client configuration
- ServiceDesk call tracking solution
- Printer Configuration/Installations/Troubleshooting
Certificates and Licenses
Responsibility for People and Property:
Responsibility for Communication:
This position has routine contact with all levels of College faculty, staff, and students.
External Contacts
This position has occasional contact with the community, consultants, as well as software and hardware vendors.
Work Environment:
Physical Demands:
Supplemental Information
In addition to satisfactory performance on all of the essential job duties and responsibilities for this job, all State College of Florida, Manatee-Sarasota employees must fulfill the following basic performance expectations:
Mission and Goals: Each State College of Florida, Manatee-Sarasota employee is expected to know the College’s mission and goals.
Service Excellence: All State College of Florida, Manatee-Sarasota employees will strive to provide outstanding service excellence to everyone they serve including students, the community, and fellow employees in accordance with Pride in Excellence standards as listed:
RESPECTFUL
Act in a courteous manner
Actively listen to gain full understanding
Demonstrate awareness of “everything speaks”
Show empathy and caring
RESPONSIVE
Approach people in an inviting and pleasing manner
Take ownership of actions and decisions
Plan, anticipate, and be forward thinking
Answer and return phone calls and emails
Use proper communication etiquette
Banish the phrase “not my job”
Provide assistance to all inquiries and follow through
ACCURATE
Do it right the first time
Be knowledgeable of product and how it interfaces with others
Ask probing questions
Use resources effectively and efficiently
COLLABORATIVE
Participate in teams
Develop team skill sets
Learn available resources to be responsive to your constituents
Develop internal and/or external connections
Grooming and Appearance: State College of Florida, Manatee-Sarasota employees are expected to maintain a neat and professional image at all times. When issued, College personnel must wear uniforms, and maintain a neat, clean, and well-groomed appearance.
Safety Awareness: State College of Florida, Manatee-Sarasota employees are expected to work diligently to maintain safe and healthful working conditions, and to adhere to proper operating practices and procedures designed to prevent injuries. Employees are required to wear personal protective equipment as provided.
Attendance Standards: State College of Florida, Manatee-Sarasota employees are expected to attend their work assignments and schedules at all times, in accordance with College Rules and Procedures.
Training: State College of Florida, Manatee-Sarasota employees are expected to attend College-provided training sessions and meetings when deemed necessary.
Continuous Improvement: State College of Florida, Manatee-Sarasota employees are expected to give attention to continuous assessment and improvement of the position’s assigned set of duties and responsibilities.
Pre-Employment Screenings:
Employment is contingent upon successful completion of criminal background screenings and employment reference checks. In accordance with Florida law, applicants and employees are encouraged to review the AHCA Background Screening Education & Awareness webpage, which provides information and resources on background screening requirements. Visit the AHCA website for more information .
Statement of Non-Discrimination:
State College of Florida, Manatee-Sarasota does not discriminate on the basis of sex, pregnancy, race, religion, age, national origin/ethnicity, color, marital status, disability, genetic information or sexual orientation in any of its educational programs, services and activities, including admission and employment. Direct inquiries regarding nondiscrimination policies to: Equity Officer, 941-752-5599, 5840 26th St. W., Bradenton, FL 34207.