Help Desk Agent - ITS

Description of Position

Hiring Rate: $16

0-19.75 Hours Per Week

Technology Support Services Helpdesk Agents support the mission of the department by providing technical support to the college community and by assisting TSS staff with operational and project completion tasks.

This is the first point of contact for students, staff and faculty in need of technical assistance. Helpdesk Agents provide level one technical support over the phone or via remote desktop. Agents are also responsible for documenting incoming tickets and collaborating on the creation of knowledge base articles. This position is trained and supported by full-time helpdesk staff.

As an agent, you will be responsible for the care and maintenance of a wide range of computers and peripherals, including pcs, macs, printers, and monitors. You will also assist with a wide range of presentation technology, audio-visual, and classroom technology, including projectors and document cameras.

You will perform preventative maintenance in classrooms and computer labs. This includes technology integration and installation projects encompassing physical installation, wiring and project site maintenance and cleanup. You will also assist with receiving and accounting for new equipment, shop care and maintenance and other duties as assigned.

This position will allow you to gain marketable work experience by working with Yavapai College staff, faculty, and affiliates in a group effort to support the mission, goals, and values of Yavapai College.

Minimum Expectations & Requirements

All hiring documents must be completed prior to first work shift, including acceptable documentation for the I-9 Form

• Work with a diverse student population

• Exhibit patience and a positive attitude

• Demonstrate reliability and good customer service skills

• Demonstrate effective communication and interpersonal skills

• Demonstrate time management and organizational skills, and ability to complete a variety of tasks on immediate or extended timelines

• Maintain work area in a clean and organized manner

• Adhere to the code of confidentiality in certain cases where discretion should be used

• Adhere to Yavapai College Code of Conduct as well as FERPA guidelines

• Have a strong understanding of technology and the ability to use it effectively and efficiently

• Must have the following skills/characteristics: leadership, dependability, initiative, enthusiasm, discipline, and willingness to grow both personally and professionally

• Ability to safely climb ladders to service ceiling mounted equipment

Preferred Skills & Abilities

Prior work experience and/or transferable skills with computer hardware and software, AV technology, physical technology installation and/or system wiring.

• Prior work experience in customer service