DEPARTMENTAL TECHNICIAN III – HELP DESK COORDINATOR

DEPARTMENTAL TECHNICIAN III – HELP DESK COORDINATOR

The Irvin E. Houck Center for Information Technology (CIT) invites applications for the position of Departmental Technician III – Help Desk Coordinator. This is a full-time Administrative Assistant position reporting to the Help Desk Manager (first-level supervisor) and Director of Client Services (second-level supervisor).

Responsibilities: The incumbent will have general responsibility for operating the CIT Technology Services Help Desk, answering computer-related questions and/or referring the client to the appropriate CIT staff member, and performing duties typical of the position, including, but not limited to the following:

Essential Job Functions:
· Using excellent customer service skills, operate the main level Help Desk (including the Technology Services Center, Information Desk, and Multi-media facility), answering email and the help lines, during established hours. Hours may include evenings and weekends.
· Using technical knowledge of CIT-supported hardware and software, help clients with their technology-related problems.
· Provide timely and technically correct responses to voice mail and e-mail.
· Provide walk-in consulting and referral, when necessary.
· Work with Help Desk Manager to schedule student staff members.
· Oversee student consultants working at the various help desk areas of Technology Services.
· Use and maintain the work order database (Footprints), entering, prioritizing (with guidance, when necessary), and tracking applicable work orders, assigning work orders to appropriate staff members, providing follow-up for clients, and alerting supervisor(s) regarding anticipated problems, as necessary.
· Participate in Client Services activities, such as: meetings; writing documentation, as requested; user training, as directed; and coordination of special projects.

Marginal Job Functions:
Other related duties, as requested.

Requirements: High school diploma plus graduation from technical computer program (bachelor’s degree preferred), or equivalent combination of education and work experience; demonstrated excellent customer-service skills; demonstrated excellent oral and written communication skills and interpersonal skills; demonstrated ability to work in and tolerate an active and potentially stressful service-oriented environment; demonstrated ability to accept and handle constant change, as well as a wide variety of problems; experience troubleshooting computer problems; demonstrated troubleshooting skills; experience supervising students and/or other employees; favorable references; technical knowledge including, but not limited to, the following:

Operating systems: Macintosh OS X and Windows XP.
MS Office products Word, Excel, PowerPoint.
Web browsers, such as Firefox, IE and Safari.
Email programs, such as Thunderbird and OS X Mail.
Computer networks.
Computer devices, including: printers, USB-attached devices, CDs and DVDs, hard drives, monitors.
Multi-media software and devices, including: digital cameras, CD/DVD-burning, scanning, video-creation software.

Note: Applicants chosen for interview will be contacted to take a Computer Knowledge/Customer Service Skills test. Candidates must pass the test in order to be eligible for an interview.

Desired qualifications: Bachelor’s degree; experience working at an Information Technology (IT)/Computer Help Desk in a college or university, or other institutional, environment; experience with installation and configuration of operating systems, including Mac OS X and Windows XP; technical understanding of a campus network environment; and knowledge of, and experience with:
Work-order tracking software.
UNIX and/or Linux operating systems.
Adobe Acrobat and Photoshop.
Networking protocols and processes: TCP/IP, ftp, sftp, telnet and ssh; DHCP and DNS.
VPN and Wireless networking.
Database program(s), such as FileMaker Pro.
Dreamweaver or other web development application.
Virus protection software.
PDAs.

Compensation: This is a Pay Group 8 Administrative Assistant position with a monthly salary of $3,594.84 ($43,138.11 per year) or the appropriate transfer or contractual rate.

To Apply: Submit résumé, cover letter, and up-to-date Oberlin College application form to Human Resources, 173 West Lorain Street, Oberlin, Ohio 44074, by Friday, November 16, 2007, at 4:30 p.m.

AA08-410