IT Helpdesk Specialist

Description

Position Summary: The IT Helpdesk Specialist serves as the initial point of contact for students, faculty, and staff requesting information technology assistance. The position documents and tracks support requests, provides initial troubleshooting using established procedures, and routes complex issues to the appropriate IT personnel. The position also provides administrative and operational support for IT Services.

CLASSIFICATION: Classified Staff
DEPARTMENT: Information Technology (IT) Services
REPORTS TO: Chief Information Officer
FLSA STATUS: Non-Exempt
CONTRACT TERMS: Full-Time, 12-Month
LOCATION: Trenton, Missouri - Main Campus

Essential Functions: Duties and responsibilities include, but are not limited to:

· Support helpdesk activities, including responding to telephone, email, and ticket-based requests.

· Document support requests, troubleshooting steps, and resolutions in the helpdesk ticketing system.

· Categorize and route support requests to the appropriate IT personnel using established procedures.

· Research technical issues and provide initial troubleshooting using approved resources and established procedures.

· Monitor open helpdesk tickets daily and follow up on outstanding requests.

· Maintain accurate records of support communications, actions taken, and issue resolution.

· Escalate complex or unresolved issues to the appropriate IT personnel.

· Report suspected security incidents promptly using established IT procedures.

· Follow up with users, communicate progress, and verify that support requests have been resolved.

· Create and update knowledge base articles and user support instructions using established standards and guidance.

· Provide courteous, professional assistance and communicate technical information clearly to users.

· Maintain current knowledge of helpdesk procedures, supported products, and IT services.

· Schedule meetings and prepare meeting notes as needed for the Chief Information Officer and IT administrators.

· Assist with purchasing documentation and shipping and receiving processes.

· Mentor student workers and provide assistance with assigned support tasks.

· Cross-train with other IT support personnel to provide coverage and perform additional duties as needed.

· Travel to other college sites and attend training as required, including occasional overnight stays.

· Attend meetings as required.

· Perform other duties as assigned.

Requirements

Qualifications: 

Education: High school diploma required. Associate degree in Computer Science, Information Technology, or a related field preferred.

Experience: Two years of experience providing helpdesk, customer service, clerical, or administrative support in a business or educational setting is preferred. Familiarity with helpdesk ticketing systems and remote support software is helpful.

Skills: Proficiency in Microsoft Office and Windows operating systems. Strong customer service, communication, and organizational skills. Ability to document information accurately, manage multiple requests, maintain confidentiality, and assist students, employees, and the public in a friendly, professional manner. Basic troubleshooting skills and a willingness to learn new technologies and support procedures.

Physical Demands: Ability to move between buildings on the NCMC campus and other college sites; reach, pull, and push when lifting, moving, or handling equipment; perform repetitive tasks; remain stationary at a desk for extended periods while typing and answering phones; and lift computer equipment weighing up to 50 pounds.

Environmental Demands: Work in heated and air-conditioned environments with tile and carpeted floors, with exposure to varying temperatures when traveling between buildings and college sites.