Help Desk Coordinator
JOB SUMMARY
The Help Desk Coordinator is responsible for working directly with faculty and staff to provide first-level /first tier computer support to users by developing problem-solving resources.
MAJOR DUTIES
• Responds to customer calls in an appropriate and timely manner;
• Assignment of appropriate designation of system codes problem based on severity and priority;
• Determination of probable cause and ability to make appropriate decision of whether or not escalation procedures are necessary;
• Problem resolution to include reporting to the appropriate support personnel according to established procedures, providing detailed status information and estimated time for resolution; followed with applicable analytical or research techniques to isolate or clarify problems if necessary;
• Resolves routine problems or escalates more complex issues to appropriate personnel;
• Responds to customer follow-up inquires in a timely manner and keeps customers updated on resolution process;
• Verification of problem resolution with customers to ensure customer satisfaction according to established guidelines;
• Maintains logs for recordkeeping of information into the system as defined by prescribed procedures;
• Establishment of customers’ accounts for email and Help Desk;
• Configure Cisco VOIP phones, voicemail, etc.; and
• Other duties as assigned.
COMPETENCIES
• Skill in operation of computers and job related software programs
• Knowledge of Local Area Network (LAN)
• Ability to conduct tests and inspections of products, services, or processes to evaluate quality or performance
• Skills in interpersonal relations
• Oral and written communication skills
• Ability to provide instruction to others on use of equipment or processes
• Skill in accurate recordkeeping and organizational skills
MINIMUM QUALIFICATIONS
• Associate’s degree *and* Two (2) years of work related experience or intern service
• Note: Experience may substitute for the degree on a year-for-year basis
PREFERRED QUALIFICATIONS
• Preferred qualifications may vary from location to location
PHYSICAL DEMANDS:
Responsibilities are typically performed in an office or classroom setting with the employee intermittently sitting, standing, walking, bending, pushing and pulling for up to three (3) – four (4) continuous hours at a time. The employee occasionally lifts or moves objects of a light to medium weight. Full range of hand and finger motion may be utilized for data entry purposes
.
SALARY/BENEFITS:
Salary is commensurate with education and work experience. Benefits include paid state holidays, annual and sick leave, and the State of Georgia Flexible Benefits package.
APPLICATION DEADLINE:
Position considered open until filled. Candidates must pass a criminal background check. Applicants must submit an electronic application through Team Georgia Careers and attach cover letter and resume (incomplete submissions will not be considered). Please include your annual salary for each position held.
POSITION CONTINGENT UPON FUNDING AND ALLOCATION OF POSITION.
All male applicants between the ages of 18 and 26 years of age must present proof of Selective Service Registration.
Savannah Technical College is an equal opportunity employer and does not discriminate on the basis of race, color, creed, national or ethnic origin, gender, religion, disability, age, political affiliation or belief, genetic information, disabled veteran, veteran of the Vietnam Era, or citizenship status (except those special circumstances permitted or mandated by law). Invitation to Self-Identify For compliance activities, contact Jasmine Sanders, Title IX and Equity Coordinator, Room A110 or (912) 443-3388, jsanders@savannahtech.edu. Send written correspondence to Savannah Technical College, Attn: Jasmine Sanders, 5717 White Bluff Road, Savannah, GA 31405.
STC is accredited by the Commission on Colleges of the Southern Association of Colleges and Schools to award the associate degree.
Candidates may be required to submit a valid Driver’s License, proof of insurability, and/or a driver’s history report for positions involving state travel.
Note: No phone inquiries please. Due to the volume of applications received, we are unable to personally contact each applicant. If we are interested in scheduling an interview, a representative from our college will contact you.
