TITLE: Help Desk Support Technician

POSITION SUMMARY
This is a level one technical position that supports Students, Staff and Faculty members with PC and peripherals related to NSCC academic and internal operations. The Computer Help Desk is the first point of contact for all NSCC network users needing information and remote troubleshooting. Duties are performed through phone, email, remote access programs and in person while operating in the Helpdesk and Open Computer Lab. Additionally, technicians monitor the C219 Open Lab and assist students with course related computer tasks as well as maintain the equipment within the lab

ESSENTIAL JOB FUNCTIONS/TYPICAL JOB DUTIES AND RESPONSIBILITIES
Acts as the main point of communications for Telecommunications, PC and peripheral related issues via Email, Tasking systems, in-person & phone support
Provides information and initial trouble shooting support for Campus Telecommunications, PC and peripheral issues through email, tasking systems phone use, in-person contact and remote PC utilities.
Provides initial trouble shooting support for NSCC access accounts, login passwords, web based course management systems, connectivity issues - wireless and network - NSCC course related technical issues.
Submit requests for issues that require specialized technical skills or security levels and route them to the appropriate CSD department.
Monitors incoming issues and problems for trends and reports them appropriately.
Announces system outages and provides updates and information for outages.
Process technical services for employees, new hire, office transfers & separations & maintain documentation for same
Creates, change, troubleshoot & maintain network login & email access accounts for new & existing employees and others authorized to access the NSCC network
Develops/maintains instruction sheets for user services.
Maintains Help Desk web page through the NSCC Web Developer.
Maintains statistical information pertaining to the Computer Help Desk & C219 Open Lab functions.
Monitors & Maintains C219 Open Computer Lab and supervise workers in the lab
Assists students in C219 Open Lab with login and course related programs
Assist in the Administration of the student email system, Student print management system and CSD”s service ticketing system
Performs other duties as assigned

REQUIRED QUALIFICATIONS
High school diploma or equivalent
Working knowledge of hardware, software, the internet, and networked systems with an ability to clearly discuss the same with a range of individuals who have minimum to high levels of technical knowledge

PREFFERRED QUALIFICATIONS
Experience in computer system repair and/or computer support call center and/or a technical – computer systems related technical degre

KNOWLEDGE, SKILLS AND ABILITIES
High degree of customer service communications skills
Technical trouble shooting skills related to hardware, software , web and internet applications
Ability to establish and maintain effective working relationships with a diverse groups of individuals, both internal and external

RATE OF PAY: $17.64 - $21.17

SPECIAL INSTRUCTIONS TO APPLICANTS
Unofficial transcripts are acceptable for the application process. Official transcripts will be required upon hire.
Applicants may be subject to a background check. Nashville State offers flexible work arrangements for positions that qualify

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties of the job.

Nashville State is an EEO/AA/Title VI/Title IX/Section 504/ADA/ADEA Employer