Service Desk Specialist

Position Details Position Information Position Title Service Desk Specialist Job Category 4 Job Type Support Staff Supervisor's Title Associate Director of IT Services Location District Office, Davenport Job Description This is an entry level IT position. Under direction the Service Desk Specialist handles incoming calls, voicemails, emails, and chats to the college's IT Help Desk. They will perform initial assessment and triage of reported IT service interruptions and requests for service and use the IT Service Management system to properly record and route tickets for resolution. Typical work hours are scheduled during IT Help Desk hours of 7:30 am to 5:30 pm, Monday - Thursday, and 7:30 am to 4:30 pm on Friday. Required Qualifications Associate degree in an information technology related field, or an equivalent combination of experience on an IT Help Desk, education, or industry certification preferred. Must have the ability to communicate and work well with students, faculty, and staff. Must have good verbal and written communication skills. Preferred Qualifications Physical Demands This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This would require the ability to lift files, open filing cabinets and bend or stand as necessary. Prolonged periods sitting at a desk and working on a computer. Salary Starting at $16.48 hourly Typical Duties and Responsibilities Answers the help desk phones, processes help desk voicemails and emails, and provides online chat presence to assist internal and external customers with IT support. Logs customer contacts using an IT ticketing system. Assist with password resets. Performs initial triage and issue resolution and escalates tickets to next level support when necessary. Installs and configures computer hardware, peripherals, and software as needed. Adhere to all guidelines, targets, and agreements regarding service delivery expectations. Assists Computer Support Technicians in providing field support as requested by the Associate Director. Perform other duties as assigned. EICC Non-Discrimination Statement It is the policy of Eastern Iowa Community College District not to discriminate in its programs, activities, or employment on the basis of race, color, national origin, sex, disability, age, sexual orientation, gender identity, creed, religion, and actual or potential family, parental or marital status, as required by the Iowa Code §§216.6 and 216.9, Titles VI and VII of the Civil Rights Act of 1964 (42 U.S.C. §§ 2000d and 2000e), the Equal Pay Act of 1973 (29 U.S.C. § 206, et seq.), Title IX (Educational Amendments, 20 U.S.C. §§ 1681-1688), Section 504 (Rehabilitation Act of 1973, 29 U.S.C. § 794), and Title II of the Americans with Disabilities Act (42 U.S.C. § 12101, et seq.). If you have questions or complaints related to compliance with this policy, please contact EICC's Equal Employment Opportunity Officer/Equity Coordinator, Eastern Iowa Community College District, 101 West Third Street, Davenport, Iowa 52801, 563-336-5222, equityeicc.edu or the Director of the Office for Civil Rights U.S. Department of Education, John C. Kluczynski Federal Building, 230 S. Dearborn Street, 37th Floor, Chicago, IL 60604-7204, Telephone: (312) 730-1560 Facsimile: (312) 730- 1576, TDD (800) 877-8339 Email: OCR.Chicagoed.gov . Posting Detail Information Posting Number S102P Number of Vacancies 1 Open Date 10/08/2024 Close Date Open Until Filled Yes Special Instructions Summary