Help Desk Specialist

40Hours |Flexible schedule to meet department needs to include evenings and weekends.

Help desk Specialist is the face of the IT department to both students and employees. As a primary responder for Level 1 support and using a high degree of professional communication and active listening skill, this position tactfully and professionally assists end-users who contact the Help Desk needing a variety of technical support.

• Provide Level 1 first-point-of-contact telephone, email, and in person support for the College and its satellite location(s), immediately solving issues if possible
• Provide Level 1 first-point-of-contact telephone support for student technology issues immediately solving issues if possible
• Resolve technical issues as trained and able, in an efficient way and to provide the highest level of customer service
• Escalate priority issues to the appropriate IT administrator
• Provide support to faculty, staff, and students utilizing the established departmental services and service level standards. Use remote access to troubleshoot and remediate desktop hardware, software, and network connectivity issues
• Utilize departmental technical support tools to their fullest extent and develop/maintain knowledge database within the Help Desk system for common issue resolutions within the College's technology environment
• Identify trends in issues being reported to the Help Desk and recommend to supervisor innovative and creative solutions to solve recurring Help Desk calls
• Use Help Desk ticket system to create, dispatch, or reassign tickets to the appropriate IT staff member or work queue
• Ensure that tickets are being entered appropriately, or corrected if needed, according to ticket system guidelines
• Assist the department with major projects, such as desktop software and hardware inventory processes, equipment exchange, etc.
• Follow communications guidelines of the department to provide consistent messaging on behalf of the department
• Follow the College's policies and guidelines regarding technology security, data security, user and data confidentiality, and acceptable use of IT data, equipment, and systems
• Provide Help Desk best practices training to new IT employees or student employees regarding response, ticket system use, other daily processes, etc.
• Provide new hire onboarding training as requested
• Work collaboratively with others (e.g. colleagues, stakeholders, vendors) to accomplish functions and responsibilities
• Assume additional duties as assigned by immediate supervisor

• High School diploma or equivalent
• Three years customer service experience
• Five years of technical support service experience in Windows/Mac environment

Equal Employment Opportunity

McHenry County College declares and reaffirms a policy of equal opportunity and non-discrimination. The College will make all decisions regarding admission, employment, participation in educational programs, or activities, without discrimination on grounds of race, color, creed or religion, sex, national origin, ancestry, age, order of protection status, marital status, physical or mental disabilities, military status, sexual orientation, gender-related identity, pregnancy, unfavorable discharge from military service, or other factors prohibited by law. Decisions regarding employment include hiring, promotion, termination, wages or salaries, benefits, and other terms and conditions of employment. MCC is committed to fostering an inclusive and accessible college community.

To request reasonable accommodation to participate in any aspect of the hiring process, contact Human Resources at AskHR@mchenry.edu.