This person is part of the team acting as the first point of contact for members of the Penn College community seeking technical support. They provide support by walking people through documented procedures to resolve requests quickly and effectively for IT services. Will require a flexible schedule to meet the needs of the department. May work up to 37.5 hours per week in the summer only.

EDUCATION

• Completion of one (1) year of College enrolled in an IT related major. Required

EXPERIENCE

• One year experience with IT support, or phone support in a similar field. Preferred

ABILITIES AND SKILLS

• Must have a friendly presence, professional demeanor, and helpful attitude. Required
• Must have strong interpersonal skills and ability to work well with others. Required
• Must have good phone skills and ability to provide technical support over the phone. Required
• Must have good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it. Required
• Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations. Required
• Ability to work responsibly with or without direct supervision. Required
• Working knowledge of common operating systems and software applications found in Penn College ITS computer facilities. Required
• Familiarity with equipment found in Penn College ITS computer facilities. Preferred

 

Be present and visible at the Service Desk and available to users requiring technical assistance.

Provide technical support by utilizing the procedures documented in the IT Service Desk knowledge base.

Follow standard Service Desk operating procedures; accurately log all Service Desk contacts using ticketing software.

Provide assistance at the ID center supplying or replacing IDs and badges as assigned.

Inform the supervisor if you become aware of any documented procedures that are no longer accurate and should be updated.

Assist the supervisor and other ITS staff members with testing and documenting new services, software, hardware or troubleshooting procedures.

Collect required information to escalate tickets, where appropriate, to other Penn College ITS staff.

Respond to questions coming in over the phone, through chat, and from walk-ins; assist in person with problems in the computer labs.

Assist ITS with keeping IT Assets up to date in the asset management system.

Assist with unboxing, moving, and setting up IT Assets as needed.

Learn fundamental operations of commonly used services, software, hardware, and other equipment.

Accept general responsibility for the open computer labs and ensuring that it is ready for use; stock paper and toner in printers, push in chairs, restart frozen computers, etc.

Enforce all Computer Lab policies. (Essential)-Attend all Service Desk training sessions.

Become familiar with available help resources; stay updated on campus technology changes or problems.

Become familiar with Penn College ITS policies, procedures, services, and staff.

Behave in a professional manner, maintaining discipline and decorum at the Service Desk and computer lab areas.

Must be capable of lifting or carrying computer hardware components not to exceed 40 lbs.

$16.88 per hour.

This is not a complete itemization of all facets of this position. This job description is not an employment agreement or contract. The College has the exclusive right to alter this job description at any time without prior notice.

Penn College is committed to equal opportunity and the diversity of its workforce.