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Columbia College is Hiring a Helpdesk Analyst Near Columbia, MO
Helpdesk Analyst
Administrative Area: Technology Services Location: Columbia, MO
Fulltime or part-time: Full-time
Diversity Statement:
Columbia College is committed to creating an inclusive employee experience for all regardless of race, color, national origin, gender, religion, sexual orientation, age or disability. The college maintains a safe place for open discourse; supports activities that promote diversity and inclusion; and overall, fosters a sense of community that welcomes everyone.
Job Summary:
The Technology Services Help Desk Analyst position will be responsible for providing Tier 1 support and customer service to the Columbia College community. The Help Desk Analyst position will field requests for assistance with technical issues for a wide range of systems, applications, and hardware via phone, chat, or directly from our ITSM.
Essential Functions:
- Perform job duties in accordance with Columbia College’s vision, mission and values, and contributes to the development of the Technology Services Department.
- Responds to phone calls, chart messages, and trouble tickets providing Tier I support and customer service to users on software and hardware related issues. Owns interactions from multiple channels and strives for first call/first inquiry resolution.
- Display respect and civility to all constituencies in all communications.
- Provide first-tier computer phone support to Columbia College end-user community.
- Utilizes ITSM to record, update, transfer or resolve tickets from individuals seeking support.
- Provides preliminary troubleshooting of PC hardware and software problems. Works with end users to analyze issues, review actions taken, and guide users through diagnostic procedures to resolve the issues.
- Identifies opportunities for knowledge transfer to minimize future ticket escalations,
- Assist with documentation creation for common procedures, knowledge management, and quality assurance.
- Identify and communicate possible trends to management and close the feedback loop with student and part-time staff.
- Monitor daily performance and coverage; performing quality assurance reviews; provide coaching and mentoring.
- Fulfill additional responsibilities as assigned.
Supervisory Responsibility: No
Position reports to: IT Help Desk Supervisor
Minimum Qualifications:
- High school diploma or equivalent
- Experience with Windows-based applications
- Ability to fluently read, write, and understand the English language.
- Excellent communication, interpersonal, customer service, and organizational skills.
Special Requirements (if any):
- None
Required Core Competencies and Professional Experience:
- 1-3 years’ experience working in customer service or help desk environment.
- Knowledge of and ability to use Microsoft family of products, including Office, Windows Operating System, Microsoft Teams, and SharePoint.
- Excellent customer service skills with the proven ability to build and establish a rapport with a diverse customer base.
- Knowledge of the basic operation of personal computers, tablets, and multi-function devices.
- Knowledge of Networking technology as it relates to solving basic connectivity problems.
- Strong customer service skills with solution-oriented mindset.
- Strong oral and written communication, interpersonal and organizational skills.
- Ability to use software tools in the operation of a Help Desk environment.
Preferred Experience:
- Experience working in an inbound and outbound call center remotely assisting customers.
- Experience working with an ITSM or ticketing system.
- Possess and maintain an overall understanding of Windows 10 OS and Office Products.
- General application environment troubleshooting.
- Experience with remote support software.
Preferred Level of Education: Bachelors
In: Business Administration, Computer Information Systems, or related field
Other Requirements: Ability to satisfy, within the parameters set by the College and consistent with applicable federal, state and local laws, a criminal background check as a condition of employment.
Physical Requirements: The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Accommodations may be made to enable individuals with disabilities to perform the essential functions. Individuals seeking accommodation should contact the Human Resources Department without delay. While performing the duties of this job, the employee is regularly required to sit for long periods of time, talk, and hear. The employee is required to use hands and fingers to handle or feel; reach with hands and arms; climb or balance; and stoop, kneel, or crawl. Employee must be able to type on a computer keyboard and use a computer monitor on a regular basis.
Work Conditions: The work environment conditions described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee is rarely exposed to outside weather conditions; however, possible exposure to hazards and physical risks to personal safety may occur while operating certain equipment. The noise level in the work environment is usually mild.
This job description is not meant to be all-inclusive of every duty and responsibility required by the employee in the position.
Eligibility for employee benefits and perks is determined by employment status. For more information please see https://www.ccis.edu/careers.
The offer of employment and assignment to duties is contingent upon a satisfactory criminal background check. The information may include, but is not limited to, academic, residential, achievement, performance, attendance, disciplinary, employment history, credit history, driving history, and criminal history of public record.
Review of applications will begin immediately and continue until the position is filled.
Columbia College is an equal opportunity employer.
In compliance with the Higher Education Opportunity Act (HEOA) and the Jeanne Clery Disclosure of Campus Security Policy and Campus crime Statistics Act (Clery Act), the Department of Campus Safety for Columbia College has provided the Annual Security and Fire Safety Report and crime statistics for the main campus and venues nationwide.
Columbia College is required to distribute this information to all current and prospective employees and students. Please follow the link below for the full report or contact Human Resources at 573-875-7495 for a printed copy.
https://www.ccis.edu/campus-safety/crime-reporting/reports-statsJob Summary
JOB TYPE
Full Time
SALARY
$44k-54k (estimate)
POST DATE
03/28/2023
EXPIRATION DATE
05/17/2024
WEBSITE
juntedelmomento.com
HEADQUARTERS
PR
SIZE
100 - 200
FOUNDED
1974
CEO
ALEX A DE JORGE
REVENUE
$10M - $50M
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