Lead IT Help Desk Analyst
Job Description Act as initial contact for IT related issues and provide tier I technical support to faculty, staff, and students via telephone, e-mail, and help tickets. Troubleshoot problems to resolve on first contact and escalate issues to appropriate tier II support groups when necessary. Follow-up on open and/or pending issues. Provide escalated support for IT Help Desk wage (P14) and full-time (P3) staff. Coordinate with Help Desk Manager to help oversee the day-to-day operations of the IT Help Desk. Train new IT Help Desk staff members. Supervise wage (P14) staff. Duties and Responsibilities Work within a team environment to provide excellent customer service to all callers. Maintain a courteous, professional attitude to all callers. Provide tier 1 support for college-supported applications and account inquiries, escalate to tier II when necessary. Make a timely assessment of issues that may require escalation; escalate without undue delay. Inform users of status by making follow-up calls to determine problem resolution. Adhere to protocols within the support parameters of the college systems, security guidelines, and contractual/licensing agreements set by FERPA, VCCS, NVCC, and all applicable vendors. Help identify tasks, scenarios, information, and/or internal website content that may need improving based on the evolving technologies. Monitor and report any issues that may impact the daily operations of the college. Follow established NVCC guidelines for security practices as outlined in the Acceptable. Use Agreement, IT Security Awareness and other HR directed ethics. Monitor IT Help Desk email, SmarterTrack ticketing system, and WhatsUP for outage notifications. Check the IT Helpdesk email box for critical communications from VCCS or NVCC personnel that need immediate attention. Update Help Desk of any outages, special exceptions or instructions, or any information and scenarios outside the normal scope of the Help Desk •Send out alerts regarding system outages Provide assistance to the Help Desk wage and full-time staff to help determine proper support and/or escalation procedures for certain scenarios Ability to be flexible in their schedule depending on position, coverage and call volume needs Coordinate with the Help Desk Manager in order to create, update, modify, and/or eliminate policies and procedures governing the IT Help Desk and the services provided to support the various systems at the college. Supervise wage (P14) staff. Train new IT Help Desk staff members. Coordinate with the IT Help Desk Manager when addressing manpower and coverage at the Help Desk. Assess possible outage patterns reported by the IT Help Desk staff to escalate to the appropriate team. Coordinate with IT management and engineers revolving around any changes to policies, procedures, guidelines, etc. Gather information and stats for IT Help Desk, update spreadsheets and database systems keeping track of IT Help Desk metrics, coordinate with the Help Desk Manager to discuss areas of improvement. Monitor live calls and recorded calls for quality assurance. Provide feedback to P14s based on their performance, demeanor, professionalism, and metrics. Job Requirements Some college coursework in IT, Computer Science or related field. Experience with Blackboard, Canvas, SIS, Peoplesoft, Gmail, or equivalent student/faculty/staff resource systems utilized in educational environments Able to work nights, weekends, and/or remotely (based on position as well as coverage needs) Experience working in a school or higher education environment Job Snapshot Base Pay: $52,000.00 - $57,000.00 /Year Employment Type: Full-Time Job Type: Education Education: High School Experience: Not Specified Manages Others: Not Specified Industry: Education - Teaching - Administration Required Travel: Not Specified Job ID: 28000188