Help Desk Specialist - Ember Education : Job Details

Summary: Under the supervision and direction of the Director of Help Desk Support Services, the Help Desk Specialist will assist management and staff in the IS department with a variety of tasks related to end user issue support, ticket resolution, account setup and permissions, access rights, content development, and general administrative support. The Help Desk Specialist will provide first tier technical support regarding business portal and Learning Management System issues in support of both student, staff, and faculty. What We Offer: The targeted starting pay range for this position is between $23.00 - $27.00 per hour. Essential Duties and Responsibilities: · Resolve incoming requests to the Help Desk via telephone, email, and remote support request to ensure courteous, timely, and effective resolution of end user issues · Maintaining customer satisfaction in every step of the service delivery · Troubleshoot applications to identify and correct malfunctions and other operational difficulties · Identify and recommend tutorials for end users to increase computer literacy and self-sufficiency · Identify, recommend and create self service materials such as help sheets, usage guides, and FAQ lists for end users · Modify Active Directory accounts in support of student, staff, and faculty user administration issues · Assist faculty and students with the eCourses Learning Management System (LMS) · Access software updates, drivers, knowledge bases, and frequently asked question resources on the Internet to aid in problem resolution · Adhere to the help desk training procedures and policies · Perform other duties as assigned Supervisory Responsibilities: This job has no supervisory responsibilities. Competency: To perform the job successfully, an individual should demonstrate the following competencies: Core Competencies: Adaptability – Responds to change with a willingness and ability to learn new ways of working. Adapts approach and demeanor in real time to match the shifting demands of different situations. Communication – Develops and delivers communication that conveys a clear understanding of the unique needs of different audiences. Listens to others and allows them to make their point. Integrity & Ethics – Demonstrates personal integrity; serves as a positive example of why others should trust the motives of the organization; views self as a reflection of the organization by following through on commitments and accepting ownership of mistakes; treats people with respect; keeps commitments; inspires the trust of others and upholds organizational values. Organization Support – Supports organizations goals and values. Is keenly aware of the time frame in which tasks or projects needs to be done; accepts and mirrors the level of urgency conveyed by the manager or customer being served; puts first priority on the needs of the organization or the needs of its customers. Fosters collaboration and teamwork across the Institution. Professionalism – Approaches other in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follow through on commitments. Job Competencies: Customer Focus – Personally, demonstrates that external or internal customers are a high priority. Identifies and understands customer needs and impresses customers with exceptional service. Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem-solving situation; uses reason, even when dealing with emotion topics. Quality of Work – Establishes a track record of producing work that is highly accurate, demonstrates attention to detail, and reflects well on the organization; is personally committed to high quality work and encourages others to have similar standards. Technical Job Skills – Possesses sufficient job skills and knowledge to perform the job in a competent manner; is able to demonstrate skills and knowledge in day-to-day situations. Time Management – Prioritizes tasks and manages time to ensure that deadlines are met; plans time and sticks to those plans; prevents or manages interruptions until the highest priority tasks are accomplished. Qualifications: The requirements listed below are representative of the knowledge, skill and/or ability required. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education and/or Experience – Associate's degree with two years related experience; or equivalent combination of education and experience. Language Skills – Ability to read, analyze and interpret common technical journals, financial reports and legal documents; ability to respond to common inquiries or complaints from employees and students, regulatory agencies, or members of the business community; ability to write presentations and handbooks for publication that conform to prescribed style and format; ability to effectively present information to top management, employees, students and/or board of directors. Mathematical Skills – Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; ability to compute rate, ration, and percent and to draw and interpret bar graphs. Reasoning Ability – Ability to define problems, collect data, establish facts, and draw valid conclusions; ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. Computer Skills – To perform this job successfully, an individual should have knowledge of Microsoft Office; Word, Excel, PowerPoint, Access and Outlook; and master proprietary software used in marketing and student records. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle, or feel; reach with hands and arms; talk and hear. The employee is frequently required to walk. The employee is occasionally required to stand; climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. All qualified applications with arrest or conviction records will be considered for employment. To ensure the safety and integrity of our operations, it is imperative that a review of all applicants' criminal history is conducted. Failure to do so poses a significant risk to the Employer, potentially compromising both business operations and the organization's reputation. As part of our standard hiring process, all candidates offered a position at San Joaquin Valley College Inc. will undergo a thorough background screening. This includes education verification, county and national criminal background checks, a motor vehicle report, and social security number trace/verification along with an address history search. Depending on the specific position, additional requirements may apply, such as drug testing, a Fraud and Abuse Control Information System check, and verification for access to the National Student Loan Database System. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.