Help Desk Technician

Lanier Technical College Gainesville , GA 30501

Posted 5 months ago


MINIMUM QUALIFICATIONS: One (1) year of work-related experience is required.

COMPETENCIES: Basic Knowledge of computer and network hardware, operating systems (Windows and MAC OS), and presentation software: i.e. PowerPoint; Skill in providing excellent customer service; Skill in the operation of computers and job-related software programs - MS Office, Image Editing, file management; Effective decision making and problem solving skills; Effective oral and written communication skills; Ability to perform physical requirements of position. Knowledge of network infrastructure; Knowledge of information security practices and technology; Knowledge of the acquisition and deployment of computer software applications and technology hardware; Knowledge of the tools and techniques used in the diagnosis and resolution of computer software and hardware operating problems.

PHYSICAL REQUIREMENTS: Requires sitting, standing, walking, stooping, bending, crouching, climbing (including working from ladders), lifting light and heavy objects (up to 30 lbs.), and using tools and equipment that require finger and hand dexterity. Ability to work at all locations supported by the Technology Department. PREFERRED QUALIFICATIONS (in addition to minimum qualifications, physical components, & competencies): A+ Certification; Network+ Certification; More than one (1) years of work-related experience.

Education Requirements

A high school diploma or equivalent AND one (1) year of work-related experience is required. Postsecondary education or technical diploma in Computer Information Systems or closely related field is preferred.

State of GA benefits include: A choice of retirement plans (Georgia State Employees' Pension and Savings Plan or Teachers' Retirement System), health and flexible benefits insurance options, sick leave and annual leave accruals, and state holidays.


Under general supervision, responsible for assisting customers who experience any procedural or operating difficulty w/the use of IT applications, products or services. Complex and/or high priority problems are elevated to specialized support groups for resolution when needed, & will ensure that an effective solution is provided to the user.

MAJOR DUTIES: Effectively, professionally, & respectfully represents other I.T. staff members, teams, and their services to the client community. Provides support for all I.T products & services; including answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, & communicating policy.

May troubleshoot printer issues & resolve difficulties w/other Classroom Technology. Determines most effective manner to resolve customer's technical issue. Engages in research and in-depth troubleshooting to resolve problem.

Responsible for LAN troubleshooting; Responsible for the installation and termination of copper cable. Records required customer & problem information in LTC Help Desk. Updates tickets w/appropriate documentation, & closes tickets w/resolution entered upon completion of the job.

Resolves Level 1 & 2 work orders. Elevates complex and/or high priority problems to the Director of Technology Support. Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.

Works on LTC Help Desk related projects as assigned by supervisor. Assists in maintaining IT Department inventory, including additions, transfer, & surplus of Equipment. Install, upgrades, and troubleshoots software.

Instructs customers in correct procedures, special requirements, restrictions, & supporting documentation needed to complete relevant process. Assists in identifying customer needs & working w/vendors to obtain price quotes.

Application Deadline

Please submit information by June 24, 2019 for immediate consideration.

Effective Date

Application Procedure

This is a full-time, benefit-eligible, salaried position. NOTE: A background and reference check are part of the selection process.

Please contact Human Resources at 770-533-6903 or if any assistance/accommodation is needed in the application/interview process. REPORTS TO: Director of Technology Support SALARY: Low to Mid $30's depending on education, qualifications, and experience Submit your resume and cover letter, transcript, and copies of appropriate certifications via our online job center at:Team Georgia Careers

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Help Desk Technician

Lanier Technical College