Technician/Help Desk

About the Role

This position is responsible for ensuring proper computer operation so that end users can accomplish business tasks. It involves receiving, prioritizing, documenting, and actively resolving end user help requests while maintaining confidentiality and a customer-service focus. The role upholds the integrity and reputation of Westmoreland County Community College and adheres to its policies, regulations, and procedures.

Responsibilities

• Field incoming help requests in person, via telephone, and email, using diagnostics utilities and the helpdesk ticket tracking program.
• Monitor system(s) and network(s) performance and relay concerns to appropriate staff.
• Prioritize issues and input requests in the Helpdesk tracking system; escalate issues when required.
• Perform hands-on fixes at the desktop level, including software installation/upgrades, hardware installation, file backups, printer maintenance, and system/application configuration.
• Assist in troubleshooting and repairing network issues, collaborating with others for effective solutions.
• Troubleshoot, repair, configure, and maintain all hardware and software systems College-wide, including desktop/media deployments.
• Provide hands-on assistance for technical issues at College satellite campuses.
• Test solutions and perform post-resolution follow-ups to ensure issue resolution.
• Document the problem-solving process, including decisions and actions, in the Helpdesk tracking system.
• Ensure cabling and wire management meet departmental standards and assist in network cabling installation.
• Set up and maintain media equipment, including audio-visual setups for classrooms and events.
• Assist in documenting and tracking network-managed devices (switches, routers, firewalls, servers).
• Access online resources (software updates, drivers, knowledge bases) to aid in problem resolution.
• Support and maintain the wireless network.
• Perform cybersecurity analysis and protection on servers and computers.
• Plan network infrastructure upgrades in conjunction with management.
• Perform preventative maintenance on workstations, printers, projectors, and peripherals.
• Live stream College events (e.g., ground-breakings, orientations, graduations) on YouTube.
• Maintain communication with vendors and service providers.
• Keep work areas clean, organized, and safe.
• Attend required meetings and training; pursue professional development opportunities.

Qualifications

• Associate Degree in Information Technology required.
• Two (2) years of work-related Microsoft Office application support experience required.
• Valid driver’s license required.

Preferred Qualifications

• Bachelor’s Degree in Information Technology preferred.

Physical Demands

• Prolonged sitting.
• Frequent standing/walking or moving around campus.
• Repetitive finger/hand movements.
• Occasional lifting up to 20 lbs.
• Occasional bending.

Audible Demands

• Ability to communicate orally and hear conversations.

Visual Demands

• Use of computer and internet/internet-based systems.
• Reading and preparing documents, reports, and presentations.

Environmental Conditions

• Work is primarily conducted in a typical indoor office environment with appropriate lighting, noise levels, and temperature control.
• Minimal risk of injury or work-related illnesses.

Pay

$18.10/hr

Schedule

Monday - Friday: 8 a.m. - 5 p.m.

Posting Number: S-2023-268-P
Number of Vacancies: 1
Desired Start Date: As soon as possible
Job Open Date: 08/07/2023
Open Until Filled: Yes

Special Instructions to Applicants: Please have your resume, cover letter, and information for three professional references ready to upload with your application.