Tier 1 IT Help Desk Support Specialist

Posting Details

Position Information

Title
Tier 1 IT Help Desk Support Specialist

Full or Part Time
Full Time

Number of Months
12 Months

Proposed Date of Employment
06/09/2025

Work Schedule

Permanent or Temporary
Permanent

Salary Band
Hiring Range: $36,000-$41,000

Position Summary Information

Position Summary

The Tier 1 IT Help Desk Support Specialist is responsible for providing technical support for all students by phone, email or face to face with their technology issues related to their technology needs.

Responsibilities

1. Serve as the first point of contact for students seeking technical assistance over the phone or by email.
2. Provide technical assistance to all students with questions or problems associated with their technology needs.
3. Monitor and respond quickly and effectively to requests received through the IT Help Desk.
4. Process all part-time employee Network Access Forms from HR to generate new user accounts in the SIS for Students, Faculty, Staff, and Adjuncts. Maintain all End of Access forms and responsible for storing the documentation.
5. Provide employees and students with troubleshooting of computer related issues including but not limited to, virus/phishing removal, password resets/email setup/software installs.
6. Maintain accurate records of completed and pending tickets using the IT Help Desk ticketing system.
7. Walk the student through the problem-solving process and offer suggestions and resources.
8. Direct unresolved technology issues to the appropriate IT team members.
9. Work effectively with employees and students to resolve issues related to email, LMS, student portal, and other technical issues that arise.
10. Participate in the developing and maintain training materials and procedures for user technology.
11. Serve as backup for Tier 2 IT Help Desk Support Specialist as needed, excluding State Authorization, LMS Administration, and administrative assistance to the Chief Information Officer.
12. Other duties, as assigned

Skills and Abilities

1. Develop an understanding and appreciation of the mission, history, current programs, services, and goals of Isothermal Community College
2. Excellent customer service skills, ability to communicate effectively to help customers fix their issues and feel satisfied with the experience
3. Proficient in current Windows operating systems and Mac OS
4. Proficient in Microsoft Office Products
5. Demonstrated knowledge using the following: projectors, smart boards, desktops, laptops, smartphones, and tablets
6. Proficient knowledge of ticket tracking, imaging software, and cloning for software distribution, patches and updates
7. Experience with adding printers to local area network
8. Ability to employ troubleshooting techniques, including the ability to differentiate between hardware and software issues
9. Experience using the SIS program utilized by the College
10. Experience using the LMS utilized by the College.
11. Knowledge of computer terminology
12. Ability to work well with others
13. Effective written and verbal communication skills
14. Ability to work under minimum supervision
15. Ability to learn and upgrade job skills in order to meet changing demands of the position/field

Minimum Qualifications

1. Associate's Degree, required; preferably in Networking, Information Technology, or related field

Preferred Qualifications

1. Additional training in software applications and operating environments, preferred
2. Two years' experience in field, preferred

Posting Detail Information

Open Date
04/11/2025

Close Date

Open Until Filled
Yes

Additional Information

Isothermal Community College provides educational and employment opportunities without regard to race, color, sex, religion, national origin, age, veteran status, or disability. Isothermal Community College is an Equal Opportunity Employer Institution. If accommodation or assistance is needed in completing this application, please contact Human Resources at or via phone at .