Helpdesk Coordinator

Posting Number S088 Classification Title Information Technology Generalist 1 Working Title Helpdesk Coordinator Department Technology Support Home Campus Bloomsburg Bargaining Unit AFSCME - Agreement Work Location Home Campus Position Type Staff Temporary/ Permanent Permanent Full-time/ Part-time Full-Time If Part-time, specify percentage (Examples: 0.75; 0.50; 0.25) Benefits

The Pennsylvania State System of Higher Education provides a comprehensive package of employer benefits to eligible employees and their enrolled dependent(s), which include*:

• Medical and prescription drug benefits.

• Generous retirement plans, two options:

• Alternative Retirement Plan (ARP)

• State Employees' Retirement System (SERS)

• Tuition benefits for employees and dependents.

• Paid time off.

• Employer-paid dental and vision benefits.

• Employer-paid life insurance.

• Voluntary insurances and additional retirement programs.

• Specific benefits may vary based upon university, employee group and/or collective bargaining unit. Visit: http://www.passhe.edu/inside/HR/syshr/healthcare/Pages/Summary-of-Benefits.aspx for additional information regarding benefits.

To be eligible for most benefits, you must be a permanent, full-time employee (including temporary, full-time faculty with at least an academic year contract) or a permanent, part-time employee (including temporary, part-time faculty with at least an academic year contract) who is scheduled to work every pay period for at least 50% of full-time hours.

Start Time 8AM End Time 4:30PM Hours Per Week 37.5 hours per week Days Worked (Check all that apply) Mon, Tues, Wed, Thurs, Fri Salary $56,900.00/annual in accordance with the AFSCME CBA Anticipated Start Date

October 2023

Anticipated End Date

N/A

Position Summary Information

Position Purpose

Provide IT services and operations in support of desktop and standard office applications services; perform hardware and software installs and upgrades; install new operating systems; repair desktop systems; perform equipment and software maintenance; helpdesk and operations support; and other client service duties as assigned. Analyze and resolve network connectivity problems that occur in a wired and wireless environment. Test and evaluate products and applications associated with departmental administrative applications. Provide user support for software. Installs, tests, and maintains all types of cables and/or wiring found in a networked environment. Perform other duties as assigned. Occasional travel required.

Description of Duties

• Provide information technology client services and operations support on desktop PC and peripheral hardware including printers, scanners, and other devices.

• Receive calls for assistance, gather information, perform hardware and software diagnostic procedures to troubleshoot and resolve information technology hardware and software problems, including helpdesk.

• Install and manage Printers and network print controllers.

• Document problems and all steps taken for resolution for tracking and future reference.

• Install and configure hardware and software including upgrades of existing computer systems on and off the network as required.

• Install, test, operate, and maintain cabling required to connect hardware to the network.

• Prepare and execute reports and queries as needed.

• Performs, maintains, and instructs clients on processes of backing up files and recovering.

• Research the market for new hardware and software releases, determine benefits or liabilities on use in the networked environment, telephone or CATV systems, or instructional technologies, and make recommendations to the supervisor on same.

• Maintain inventory of resources for fixed asset accounting, tracking, and repair orders to vendors, supplies utilization statistics, and ordering information.

• Assist with training, web support, data entry and validation, report distribution as required.

Decision Making

NA

Fiscal Responsibility

None

Supervisory Responsibility

NA

Minimum Requirements Profile

One year as an information Technology Trainee or Information Technology Technician;

OR

One year of information technology experience in applications development or applications maintenance, networking or desktop services, website development or website design, or other information technology support/administration services, and an associate's degree in any information technology field;

OR

Three years of information technology experience in applications development or applications maintenance; networking or desktop services, website development or website design or other information technology support/administration services;

OR

Any equivalent combination of experience and training.

Preferred Qualifications

• Knowledge of information technology concepts and practices.

• Excellent interpersonal skills.

• Knowledge of HTML and program languages to assist with Service Desk Management Software.

• Professional and courteous telephone manner.

• Service Desk Management software system administrator.

• Microsoft Office and Help Desk Professional certifications are preferred for this position.

Applicant Rating Criteria Knowledge, Skills & Abilities

• Knowledge of the component parts of a PC and their associated functionality.

• Knowledge of peripheral hardware devices such as printers, modems, and scanners, and their associated functionality.

• Knowledge of the concepts of networking.

• Knowledge of the process of installing and configuring PCs and peripheral hardware.

• Knowledge of the process of installing and configuring software on PCs.

• Knowledge of system fundamentals.

• Knowledge of desktop computer operating systems.

• Knowledge of the use and functionality of industry standard software application programs such as word processing, spreadsheet, e-mail, and database.

• Knowledge of the use and interpretation of diagnostic utility programs used in troubleshooting problems.

• Knowledge of PC troubleshooting techniques in a network environment.

• Ability to read and interpret technical computer manuals, procedures, and specifications.

• Ability to communicate effectively orally.

• Ability to communicate effectively in writing.

• Ability to establish and maintain effective working relationships.

Essential Functions

1.Sitting

• 80%; walking,

• 10%; standing

• 10%

2.Working indoors

• 95% and Outdoors (for errands) - 5%

3.Frequent lifting of objects weighing less than 5 pounds

4.Occasional lifting of objects weighing 25 pounds.

5.Reaching for objects at, above, and below the shoulder

6.Occasionally twisting at the waist, and stretching to reach objects

7.Basic math skills and reading skills including understanding written documents

8.Writing skills in preparing and organizing documents

9.Sensory skills, i.e. visual, hearing, and speaking

10. Keyboard skills

Posting Detail Information

Open Date mm-dd-yyyy 10/31/2023 Close Date mm-dd-yyyy Open Until Filled Yes Special Instructions to Applicants

• For full consideration, applications must be received by December 1, 2023.

• Finalists for this position must communicate well and successfully complete an interview process.

• Completing this search is contingent upon available funding.

Background Clearances

Offers of employment are conditional, pending successful completion of the background clearances mandated by Act 153 of 2014 and Board of Governors Policy 2014-01-A: Protection of Minors. In order to qualify for a provisional appointment, the Applicant Acknowledgement Consent Form, Provisional Hire Form, Pennsylvania State Police and Justifacts portion of the clearance process must be successfully completed prior to your start date. The remaining PA Child Abuse History Clearance and FBI Clearance must be successfully completed and returned as soon as possible within the first 90 days of employment.

Diversity Statement

At Commonwealth University we recognize our responsibility to continuously support a living, learning, and working environment that values the diverse contributions from all members of our campus community. Our commitment to diversity, equity and inclusion enriches our campus community and is instrumental to our institutional success. Commonwealth University strives to cultivate a campus climate that allows all members to embrace diversity, equity and inclusion as we achieve success both in and out of the classroom, in our work responsibilities, and in our professional lives beyond Commonwealth University. We uphold our commitment to DEI by:

• Actively supporting and promoting the intellectual and personal growth of our students, inside and outside of the classroom.

• Providing workshops, trainings, programs designed to broaden the knowledge and understanding of diversity, equity and inclusion within our campus community.

• Ensuring that all learning and living environments throughout our campus are welcoming and capable of serving all individuals.

Title IX/Clery

The University prohibits any form of discrimination or harassment on the basis of sex, race, color, age, religion, national or ethnic origin, sexual orientation, gender identity or expression, pregnancy, marital or family status, medical condition, genetic information, veteran status, or disability in any decision regarding admissions, employment, or participation in a University program or activity in accordance with the letter and spirit of federal, state, and local non-discrimination and equal opportunity laws, such as Titles VI and VII of the Civil Rights Act of 1964, Title IX of the Education Amendments of 1972, the Age Discrimination in Employment Act, the Americans with Disabilities Act and ADA Amendments Act, the Equal Pay Act, and the Pennsylvania Human Relations Act.

The University also complies with the Jeanne Clery Disclosure of Campus Security Policy and Campus Crimes Statistics Act, as amended by the Violence Against Women Act (VAWA). Title IX prohibits retaliation for asserting or otherwise participating in claims of sex discrimination. VAWA imposes additional duties on universities and colleges to investigate and respond to reports of sexual assault, stalking, and dating or domestic violence, and to publish policies and procedures related to the way these reports are handled. The University has designated the Title IX Coordinator (Jennifer Raup, Elwell Hall, ORL, 570-389-4808, jraup@commonwealthu.edu or titleixcoord@commonwealthu.edu), to coordinate the University's compliance with Title IX and VAWA and to respond to reports of violations. The University has directed the Police Department to coordinate the University's compliance with the VAWA-related Clery reporting requirements. Additionally, inquiries concerning Title IX and its implementing regulation can be made to the U.S. Department of Education, Office of Civil Rights, Region III, The Wanamaker Building, 100 Penn Square East

• Suite 505, Philadelphia, PA 19107; Phone: (215) 656-6010; Fax: (215) 656-6020.

About Commonwealth University of PA

The Power of Three Bloomsburg, Lock Haven and Mansfield universities have joined forces to boldly transform higher education in our region and beyond. While we are uniting as Commonwealth University of Pennsylvania, you can expect a college experience that is anything but common.

We're Honoring our History by preserving the founding principles of each campus and continuing our vibrant on-campus student experience, serving as pillars of our communities, supporting students and our neighbors alike.

We're Investing in Today by answering the greatest challenges facing higher education: accessibility, cost, quality, and relevance through the combined strength of our storied institutions.

We're Building a Powerful Tomorrow by boldly changing the trajectory of public education to position ourselves for growth, increased access, and to meet economic and workforce development needs in our region, across Pennsylvania and beyond.

Quick Link https://commonwealthu.peopleadmin.com/postings/941