Position Summary

The I.T. Help Desk Assistant shall perform the duties as specified in conformity with policies as specified by the Alabama Community College System Board of Trustees, Federal and State Regulations, and the Drake State Community & Technical College Faculty and Staff Handbook.

Salary: Appropriate placement on the Alabama Community College System Board of Trustees
Salary Schedule: E5, Grade 06
Salary Range:$28,836-$46,327 (12 months, Non-Exempt)

Salary step placement is based on experience per Drake State's practice for awarding salary step credits.

Work Hours: 8:00 am - 5:30 pm Monday - Thursday and 8:00 am 12:00 pm on Friday

Essential Duties and Responsibilities

ESSENTIAL JOB FUNCTIONS:

• Staff the Drake State Helpdesk, receiving and responding to technical inquires (concerning email, local area network connectivity, web browsing, printing, etc.) from faculty, staff, and students via telephone, electronic help desk, email, web, and other communication methods
• Enter, assign and track service requests in the on-line work-order system, and refer service issues to IT management
• Provide technical support and solve the basic and more advanced routine user hardware and software problems or questions including desktop computer hardware and software and enterprise system software
• Provide professional, courteous, prompt, and accurate support and solutions to users
• Communicate, analyze, and troubleshoot routine user problems and provide proper solutions or remedies
• Properly document problem ticket into on-line Help Desk System
• Assist other IT technical staff in providing user feedback and user statistics
• Update Help Desk database information
• Follow-up and communicate ticket information to users when appropriate
• Create and administer new user accounts, passwords, emails, and privileges/rights as assigned and directed by system administrators
• Assist with desktop and laptop imagining and installation as needed
• Assist in the operations of enterprise systems as needed
• Maintain an inventory of assigned equipment and supplies
• Assist in the setup and maintenance of Drake State computer labs and network cabling, including Category 6, wireless, and fiber optic networking equipment
• Assist in registration and pre-registration activities as needed
• Work closely with other IT staff to acquire additional technical and non-technical knowledge
• Serve on college committees when requested

• Perform other work-related responsibilities as assigned by the Director of Information Technology, Regional CIO, Executive Director of Fiscal Affairs and Administrative Services, and/or the President

Qualifications

• Minimum of a high school diploma or equivalent
• Working knowledge of MS Windows 10 and MS Windows 11
• Working knowledge of setting up and troubleshooting internet programs, such as e-mail and web browsers
• Working knowledge of Microsoft Office 365 software
• Working knowledge of internal PC hardware
• Ability to project a professional and congenial demeanor
• Ability to establish and maintain effective working relationships with students, other employees, and the public

• Minimum of (1-2) years of experience with hardware, networking, and information systems
• Experience in an academic environment

• Working knowledge of Zoom
• Knowledge of Banner or other educational administrative software
• Knowledge of Canvas Learning Management System

• Understanding of and commitment to the philosophy and mission of a community and technical college
• Sensitivity and commitment to cultural diversity
• Ability to handle multiple tasks and various situations in a calm and professional manner
• Ability to work well under pressure and deadlines
• Commitment to teaching and learning, where recent high school graduates, adult students, and non-traditional students are involved

Application Procedures/Additional Information

• An on-line application
• Current resume
• Copy of unofficial college transcripts (Transcript must confirm applicant meets educational requirements.)

Application materials must provide documentation that the applicant meets all minimum qualifications.

The College reserves the right to fill the position within (120) days of the job announcement stated closing date or to not fill the position due to budgetary or operational considerations. Further, the College reserves the right to fill more than one position in the same job classification should another vacancy occur during the search process.