HELPDESK SUPPORT SPECIALIST

HELPDESK SUPPORT SPECIALIST

(INFORMATION SERVICES SUPPORT SPECIALIST)




Palomar College, located 30 miles north of San Diego and 10 miles east of the Pacific Ocean, is one of the largest community colleges in the state of California and offers classes to approximately 30,000 diverse students at 9 different locations. 




Serve staff at the Information Services helpdesk and provide technical assistance to computer and telephone systems users in a Windows XP/MS Office desktop environment; provide telephone switchboard operations for incoming calls; document and track user requests to ensure quality customer service; enable network and applications access for systems users; and provide administrative support to the Director, Information Services.




Requirements

• IT Helpdesk Services

• Initial contact to diagnose computer and telephone hardware/software problems

• Provide technical assistance to computer and telephone systems users

• Enable network and applications access for system users

• Train users on the proper use of network client devices and the college’s information and telecommunications systems

• Perform various system maintenance functions

• Call Center Services

• Provide telephone switchboard operations for incoming calls

• Answer and connect incoming and on-campus telephone calls

• Provide routine information regarding college programs and events to students, staff, faculty and the general public

• Customer Service

• Track user service requests to ensure quality customer service

• Document service results including problems and resolutions

• Prepare service reports on support trends and user satisfaction

• Provide administrative support for department staff, including monitoring expenditure budgets and maintaining equipment inventory







Qualifications

• Experience: Ideally, one year of IT work experience in a helpdesk or call center using helpdesk automation tools such as Remedy or HEAT and two years experience troubleshooting computer hardware/software or information systems for end users in a Windows XP/MS Office desktop environment.




• Knowledge and Abilities: Operational and technical knowledge of computer equipment, software applications, and telecommunications systems. Ability to diagnose and resolve computer equipment and information systems problems, communicate clearly and concisely, and multitask under pressure. 




Please visit our website at www.palomar.edu/hr/support or call our 24-Hour Application Request Line at (760) 744-1150 ext. 4181 for full details and required application materials. 




Palomar College

San Marcos, CA

 

EOE






















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