Junior Helpdesk Support Technician (PT)

About the role

The Junior Helpdesk Support Technician provides direct staffing of the College helpdesk, fielding calls from employees and students and offering phone support as well as subsequent referrals. The technician supervises centralized academic labs and provides direct support to students and employees. The role also involves assisting with general IT functions, including software and operating system installation and troubleshooting, as well as research and development of new applications.

FLCC is committed to diversity, equity, and inclusion and encourages applicants from historically under-represented groups to apply.

Schedule

This is a part-time position, approximately 20 hours per week.

Qualifications

Educational Background: Minimum of an Associate’s Degree, or combination of classes and work experience, in a computer-related area. Bachelor’s Degree preferred.

Experience:

• Competent in the use of current technical communication and productivity tools, with an ability to communicate well and respectfully with staff and students.
• Experience with the installation, configuration, and troubleshooting of computers, peripherals, and computer applications is required.
• Experience with Windows and Macintosh operating systems, Windows-based and Macintosh-based applications, Internet, and email is highly desirable.
• Experience with the creation of documentation, multi-media creation, presentation software, A/V equipment, and supporting and/or training users is also desirable.

Responsibilities

• Provides helpdesk coverage and direct telephone support to employees and students institution-wide.
• Refers problems to appropriate computing services personnel.
• Provides direct user support, training, and consulting in the use of desktop applications and peripherals.
• Conducts preliminary troubleshooting and problem resolution for Information Technology.
• Administrates the helpdesk ticket software.
• Creates documentation for applications and the Knowledge Base of the Helpdesk software with approval of the Manager of Technical Support Services.
• Assists the IT area in maintaining essential desktop computing services, including troubleshooting and component/peripheral repair and replacement.
• Functions as an IT staff member, assisting with high-priority Division operations as needed.

Physical Requirements

• Ability to use a computer for extended periods of time.
• Ability to move to other parts of the building and bend down for equipment setup.
• Ability to lift up to 20 pounds across offices for various needs.
• Ability to communicate information and ideas so others will understand; must be able to exchange accurate information in these situations.

Pay

$20.00 per hour.

Benefits

• NYS Retirement
• SUNY Voluntary Savings Plan