Help Desk Support, Sr. jobs in Carson City, NV

Technician III, Help Desk

Information Technology

$46,986 to $51,879 annually, dependent on education and experience

04/15/2024

04/03/2023

Definition:
Under the direction of an assigned Director, perform a variety of highly complex technical functions in support of the designated department, assist students, staff, and the public by providing information and appropriate materials.

Distinguishing Characteristics:
A Technician is trained or skilled in the technical aspect of a subject. This is the highest-level class in the Technician series that reports to a director or administrator within a department. Work is performed within general guidelines involving independent judgment and responsibility over projects. Duties involve performing the most technical and difficult tasks out of the Technician series, requiring specialized or advanced skill in one or more areas of the work assigned. Impact on students, financial, physical, or personnel resources is department wide.

Representative Duties:
Perform complex duties to support the ongoing functionalities and processes of designated Department; develop and implement systems and procedures to achieve assigned department goals; create, monitor, and maintain systems to facilitate the success.

Conduct various meetings to provide assigned program or process assistance and training to staff; present general program information and individual instructions to students, staff, or public.

Provide quality customer service to students and visitors in person and using communication technologies such as phone or email; interpret and explain department processes and procedures; and assist employees who interact with designated Department.

Accept and process forms, applications, and general information requested by individuals; interact with faculty, staff, students and the public; interpret and provide technical guidance on regulations; provide information on policies and procedures; assist with special projects.

Provide analysis of various reports; problem solve when performing calculations, maintain records and prepare reports within scheduled timelines; present and disburse information and reports as assigned.

Consult and collaborate with administrator and director to assess technical needs and make recommendations procedure changes. Develop resource requirements for assigned technical procedures. Strives to provide continuous improvement of technical process and procedures.

Serve on a variety of District committees as requested. Participate in district all staff events including but not limited to all campus team building day, convocation, state of the college address, senior day, and graduation.

Help Desk Option Class:
Provide general support for employees and students by answering questions regarding computers, copiers, printers, and telecommunications equipment; help end users with setup and use of technology equipment including classroom media, instructional technology, and mobile computing resources; perform basic troubleshooting and relay requests for assistance that are outside the scope of assigned duties; communicate and answer questions regarding system status, downtime, operating procedures, policies, best practices, and available resources; keep informed of all technology changes which affect end users; prepare tip sheets, training materials, and other documentation; and provide individual end-user training. Maintain user accounts and menus for the VOIP (Voice Over Internet Protocol) phone system; follow procedures to add and modify login and email accounts; respond to low-level help desk requests; maintain equipment inventory; prepare and deploy computers and other equipment; route requests and support the setup, modification, and termination of employee technology access; maintain detailed maps of the LTCC network.

Other Duties:
Perform related duties as assigned.

Education and Experience
Any combination equivalent to: associate degree in a related field plus two years of related experience.

Knowledge of:

• Modern office practices, procedures and equipment.
• Reception and telephone etiquette and techniques.
• General clerical and record-keeping techniques.
• Basic letter and report writing practices.
• Correct English usage, grammar, spelling, punctuation and vocabulary.
• District policies and procedures affecting assigned work

Ability to:

• Interpret and apply district policies and procedures.
• Operate a variety of standard office equipment including a computer and related software.
• Make arithmetic calculations with speed and accuracy.
• Understand and follow oral and written directions.
• Communicate effectively both orally and in writing.
• Learn and apply the rules and regulations of the human resources office.
• Gather information from a variety of sources and prepare summary reports.
• Work cooperatively with others.
• Establish and maintain cooperative relationships with those contacted in the course of work.
• Plan and prioritize work.
• Demonstrate a sensitivity to and understanding of the diverse academic, socioeconomic, cultural, linguistic, ethnic backgrounds, and disabilities of community college students and staff.

Additional Requirement (Licensure/Certification):

• No additional requirement

Working Environment:

• Indoor Office environment.
• Constant interruptions

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