Careers

Title: Helpdesk Coordinator

Department: Information Technology Services

Duration: Indefinite

Employment Status: Full Time (40 hours/week)

Job Summary

The Help Desk Coordinator reports to the Director of User Experience and is part of the User Experience Team alongside staff that support and manages the College’s classrooms and computing environment. This position is the first line of support for Occidental community members for help with technology problems and questions about IT services. The Coordinator projects a professional and friendly attitude; applies an understanding and knowledge of hardware, software, networks, and information technology services to assist internal customers with their computer problems. This position provides assistance through our ticketing service portal and by telephone, email and face-to-face consultation, and is responsible for escalating helpdesk calls to appropriate ITS staff for appropriate services, repairs, training, and follow-up. The Coordinator exercises judgment within defined policies when solving problems, and recommend and create policies and procedures for dealing with new assignments. As part of the User Experience team, this position may also develop and execute online user education and outreach materials.

This position is represented for purposes of collective bargaining by SEIU.

Job Duties

• 40% - Manage the ITS Helpdesk, providing or triaging the first-level response for all ITS units, holding primary helpdesk hours. Specifically, first level response includes diagnosis of client computer software, hardware, network and systems problems and either resolving the problem on the spot or gathering necessary information to escalate the call to appropriate ITS staff members. - (Essential)
• 40% - Train, coordinate, and support a team of student workers for the effective staffing of the ITS Help Desk front office. Specifically, ensure the provision of professional, accurate, timely and complete resolution of customer computer problems and inquiries (calls) by working with the student worker team. - (Essential)
• 20% - Design and deliver a training program for student workers that emphases the development of customer service and technical skills. Periodically reviews self-help and internal helpdesk documentation for accuracy and completeness. Collaborates with the User Experience team to develop a reliable user-facing knowledge base. Provides feedback on recurring problems as a means of improving customer service. - (Essential)

Minimum Qualifications

• High School diploma or equivalent. Two years of college courses, software certifications or equivalency.
• Two years of progressively responsible experience in help desk/customer support positions and/or computer support.
• Broad knowledge of Windows, MacOS, Google Workspace, and Microsoft Office applications.
• Must be familiar with basic principles of networking and server infrastructure.
• Ability to diagnose and troubleshoot problems with standard college technologies at a practitioner level. Energetic and enthusiastic with a great deal of intellectual curiosity.
• Approaches issues from a broad perspective and thinks strategically.
• Independent learner and researcher. Flexible, able to respond to unexpected emergencies. Proficiency in Microsoft Office applications (Word, Excel, PowerPoint), Google drives/folders/forms, Adobe Acrobat, Web Editing, and social media applications.
• Demonstrated ability to be detail-oriented and thorough; skilled at anticipating and preventing potential problems and handling a wide variety of tasks with efficiency and accuracy.
• Strong commitment to a quality work product.
• Demonstrated ability to effectively communicate verbally, in writing and electronically.
• Effective interpersonal skills as evidenced in the ability to collaborate with a variety of constituencies.
• Demonstrated commitment to justice, equity, inclusion & diversity.
• Demonstrated skill in adapting to and performing work effectively in high-volume, high accountability, confidential environment with multiple and changing priorities.
• Effective organizational, logistical, time management and planning skills with the ability to manage and prioritize multiple tasks/projects simultaneously, prioritize and fulfill the functions of an office in a timely manner.
• Ability to self-motivate and work independently.
• Ability to provide effective leadership and training, and to work effectively and professionally across functions, disciplines, levels, and with diverse groups.

Preferred Qualifications

• Bachelor’s Degree in information technology or fields related to position responsibilities.
• Experience in a personal computer support role in an academic setting and in a multi-platform network (PC, Mac, and Unix).

EXPECTED HIRING RANGE:  $27.11/hr - $29.90/hr

If you are offered this position at Occidental College, your final base salary compensation will be determined based on factors such as skills, education, experience, and/or geographic location. In addition to those factors, Occidental complies with applicable pay equity laws and considers internal equity among current employees when developing the final offer. Please keep in mind that the range mentioned above is the base salary range for the role. Hiring at the maximum of the range would not be typical in order to allow for future and continued salary growth.  We also offer a generous compensation and benefits package.