Pellissippi State Community College — Help Desk Technician II

Anticipated Closing Date: 3/25/2022
Number of Positions: 1
Position #: 600800
Type of Appointment: Full-Time
FLSA Status: Non-Exempt
Department: Information Technology Support

Required Documents Needed to Upload at Time of Application:

  • Resume
  • Unofficial Transcripts
  • Three Professional References (See below)

Reference check requirements:

  • Non-Supervisory role: three (3) current or former supervisors
  • Personal references (friends, co-workers, clergy, customers, relatives) are not considered acceptable references

About Pellissippi State Community College
Pellissippi State Community College is one of 40 institutions in the Tennessee Board of Regents system. TBR is the governing board of the College System of Tennessee, offering more than 400 programs of study at the state’s 13 community colleges, 27 colleges of applied technology and the online TN eCampus. The college serves an average of 10,000 students, making it the largest community college in Tennessee by enrollment. Pellissippi State Community College offers eligible employees a comprehensive benefits package that includes health, dental, vision, life insurance, retirement programs, time off including annual and sick leave, and much more.

In 2018, Pellissippi State became a member of an Achieve the Dream (ATD) three-year cohort adopting a theme of Start Strong, Stay Strong, Finish Strong for our work. Achieve the Dream has partnered with the program Integrated Student Experience at Pellissippi State (Insteps) to improve the fall-to-fall retention rates for full-time and part-time students by 13% in the next five years. Our vision is to ensure every student who attends Pellissippi State will develop a sense of belonging and confidence in their ability to succeed academically, grow intellectually, and make timely progress towards achieving their educational and vocational goals. If this is something that aligns with your values, we encourage you to apply.

Culture and Diversity
Knoxville claims a wide range of forward thinking national and international talents. The scholarly influence on the Knoxville metropolitan area bred literary greats including James Agee, Cormac McCarthy, and Nikki Giovanni.  Knoxville is home to one of the largest sculptures dedicated to an African American in the country. Located in Haley Heritage Square is a 13-foot high bronze statue of author and Pulitzer Prize winner Alex Haley who chose to spend the last several years of his life in Knoxville. Renowned artists Beauford Delaney and Joseph Delaney hailed from Knoxville. Musicians Roy Acuff, Chet Atkins, the Everly Brothers, and RB Morris called Knoxville home during their careers. Women’s suffragist Lizzie Crozier French was active in the ratification of the 19th amendment and was born and raised in Knoxville.

The lasting influence of these artists and activists leaves the Knoxville area as a welcoming area to live and work. More about the area and support groups can be found at Visit Knoxville https://www.visitknoxville.com, the Beck Cultural Exchange Center https://www.beckcenter.net, the Knoxville Urban League https://thekaul.org, Knoxville City  https://knoxvilletn.gov, Knox County https://knoxcounty.org, My Knox Village http://myknoxvillage.com/business-directory/wpbdp_category/special-needsdisability-services/, Knox Pride https://knoxpride.com/equality, Centro Hispano de East TN https://www.centrohispanotn.org, and Knoxville chamber https://www.knoxvillechamber.com

Position Summary: The purpose of this job is to work as a member of a team to provide the first level of support for faculty, staff, and student problems and questions regarding computer services at the college.  This position draws on general technical knowledge and skills and on familiarity with college procedures to help users who contact helpdesk by telephone, email, text message, online chat, and in person.  As the first line of support, the helpdesk team presents the face of college computer and networking services to students and employees, including providing self-help on the website, instructional seminars for students and employees, representation at campus events, etc.

Essential Functions:
20% Troubleshoots and resolves customers’ issues with Pellissippi State computer devices, systems and services; routes problems that need to be escalated to the various IT departments, such as, but not limited to: Application Programming Support; Data Analytics; Educational Technology Services; Network Support; Systems & Operations; Technical Support. Ensures the appropriate technician is notified of hardware or software problems, and provides follow-up assistance to faculty, staff and students for the reported problem. [TRIAGE]

35% Provides exceptional customer service and technical expertise for customers via telephone, email, text message, online chat, and in person. Serves as the first line of technical support to end users on a variety of issues. Identifies, troubleshoots, and responds to issues and requests in a timely manner.  Support includes, but is not limited to: assisting with solving account access problems, resetting passwords, installing software, answering questions pertaining to college provided services including email, Microsoft Office, scanners, printers, and use of college specific applications such as BrightSpace, Banner, Argos, BDMS, and more, and use of administrative and instructional applications, servers, networks, scanners, printing, and online courses. Resolves issues related to use of consumer electronics (laptops, tablets, smart phones, etc.) on the College network.  Assists in the ordering, inventory, delivery and installation of toner. Uses diagnostic tools to identify problems such as, monitoring network status for five campuses. [SCOPE]

20% Maintains a log of customer data, including contact information, problem statement, problem routing and resolution in work order system and appropriate tools. Provides feedback to the organization on customer issues. [RECORDS FOR INTERNAL REFERENCE]

10% Creates, maintains, and assists with online and print documentation for college users of computer services.   [DOCS FOR USER REFERENCE]

5% Maintains documentation and policies for the Information Technology Support staff.  Assists management in creating and documenting Computer  Help Desk procedures. Adheres to all College policies for network, hardware and software use; consults with supervisor about policy and procedure questions. [POLICIES]

5% Fills-in as Open Computer Lab assistant as necessary, performing daily tasks of that position. During hours when Computer Help Desk is open and no Technical Support Group technicians are on staff, may be called upon to perform some duties usually assigned to TSG staff, such as basic troubleshooting of computer or AV equipment in classrooms. [SUB IN LABS OR AS TECH AFTER HOURS]

5% Develops and presents seminars and workshops to educate faculty, staff and student users of specific systems, such as Brightspace,, MS Office Products, Office 365, etc. Represents Computer Help Desk at special college events at various campuses hosted by Enrollment Services, Student Life, New Student Orientation, etc. [PRESENTATIONS]

Note: The College reserves the right to change or reassign job duties, or combine positions at any time.

Job Requirements:
Associate’s degree in a computer related field from an accredited institution and 2 years’ experience or high school diploma/equivalent with five years’ experience working with computer systems and hardware.

Part-time work experience is calculated at 50% credit of full-time work experience

Skills and Abilities:

  • Strong ability to analyze problems and troubleshoot solutions
  • Strong ability to communicate well with users and exercise graceful patience
  • Strong technical knowledge
  • Strong de-escalation skills with frustrated users
  • Demonstrated ability to remain calm under pressure
  • Strong written communication particularly with email at all levels of the organization
  • Ability to exercise good judgment
  • Demonstrated experience with Microsoft Active Directory is a plus

Key Result Areas: Timely resolution of individual incidents of malfunction, misuse and user uncertainty regarding computer devices, systems, and services, and reduction in frequency of such incidents via user education and summarization of problem reports and user feedback to management and designers of current computer services.

Scope of Responsibility: Creative thinking is essential in this position.  The ability to visualize a situation from the user’s perspective allows for greater troubleshooting potential.

Physical Demands: 

  1. Carpal Tunnel from repetition of working on keyboard, due to sitting for prolonged periods of time). in front of a computer, assisting customers over the phone or attending to those walk-in seeking help
  2. Lift 50 lb. boxes of copy paper to deliver to computer labs.
  3. Deliver and stock carts of toners in supply room.
  4. Exposure to hot rollers and fusers when replacing printer supplies.

Hazards:

  1. Carpal Tunnel from repetition of working on keyboard, due to sitting for prolonged periods of time). in front of a compute, assisting customers over the phone or attending to those walk-in seeking help
  2. Lift 50 lb. boxes of copy paper to deliver to computer labs.
  3. Deliver and stock carts of toners in supply room.
  4. Exposure to hot rollers and fusers when replacing printer supplies.

Pay Rate: $34,000 – $41,620/per year. Pay will be determined based on related work experience above required. To be considered in determining pay, all related work experience must be listed on the application.

Special Instructions to Applicants: To be considered for a position at Pellissippi State, you must create an on-line application. Your skills, abilities, qualifications, and years of experience will be evaluated using only what is recorded on your application. Work experience that is not listed on the application will not be considered towards compensation. Please note: attaching a resume does not substitute for completion of the application form. Part-time work experience is calculated at 50% of full-time experience. Please note: to scan, upload, or attach documents, a computer and scanner are available at the Hardin Valley Campus Educational Resources Center, if needed.

Pellissippi State Community College is an EEO/AA/Title VI/Title IX/Section 504/ADA employer

If you have any problems or questions please contact Human Resources at Pellissippi State Community College’s Human Resource Office at 865-694-6607 or by email at recruiting@pstcc.edu.

If you are interested in this position, click on the link to the left to apply.

#mrp

Related: