Helpdesk Technician - User Services For Computer Services (Student Employment)

About Genesee Community College:

Founded in 1966 as part of the prestigious State University of New York (SUNY), Genesee Community College serves a 2500 square mile region in the counties of Genesee, Livingston, Orleans and Wyoming. GCC is a student-centered collegiate community that annually serves more than 4,400 students with 60+ academic degrees, certificates and micro-credentials and several campus locations in Western New York State. GCC is minutes from Batavia, and an easy drive to Buffalo and Rochester.

One of GCC's trademarks is cutting-edge technology that includes the Conable Technology Building, 45 HyFlex Classrooms, 57 smart classrooms, 27 computer labs and 8 science labs. Both the onsite and online learning modalities boast a 14:1 student-to-faculty ratio, giving students plenty of hands-on, one-to-one teaching and learning opportunities.

The spacious campus boasts a new Criminal Justice lab, Veterinary Technology lab, Solar Electric Technician lab and Nursing lab. The Student Success Center, Stuart Steiner Performing Arts Center, Roz Steiner Art Gallery and Alfred C. O'Connell Library, continue GCC's long-standing reputation of providing the best learning facilities available. The Richard C. Call Arena features a multi-use field house with classrooms, locker rooms, state-of-the-art fitness center, coach offices and a press box overlooking the new turf field. College Village, a student housing community, offers apartment-style student housing at the Batavia campus.

SUNY Genesee awards over 250 student scholarships annually and has an extensive Financial Aid program. GCC is committed to providing the educational experiences which promote intellectual and social growth, workforce and economic development and global citizenship. Additional information about GCC is available at www.genesee.edu and through Facebook, Twitter, Instagram and LinkedIn.

Job Description:

GENERAL FUNCTIONS

The HelpDesk Technician will serve as the first point of contact for our community members experiencing technical issues. They will collaborate closely with the User Services team to expedite the resolution of technical issues and ensure smooth technology operations across the campus.

SPECIFIC RESPONSIBILITIES

The following are typical responsibilities associated with this position. The specific responsibilities may vary and will be assigned accordingly by the supervisor.

• Managing inbound technical requests, creating and categorizing tickets.

• Providing first-level contact and problem resolution for all users with hardware, software, and applications

• problems.

• Resolving user-reported problems using available tools and following procedures and policies for the handling

• of support cases.

• Demonstrating strong customer service skills to provide support including but not limited to: listening, probing,

• patience, and clarifying.

• Collaborating with the User Services team to ensure prompt and effective resolution of technical issues.

Requirements:

SKILLS REQUIRED

• Ability to work effectively in a team as well as independently.

• Strong communication skills, both written and verbal.

• Excellent customer service skills and a positive attitude.

• Willingness to learn new technologies and to grow with the role.

• Ability to embrace and adapt to a diverse culture.

Equipment Used:

Phone, computer, tablet, mobile, mac, PC, Android, etc.

Physical Demands:

If able, may be asked to stand, stoop, bend, sit, or stand for long periods of time and lift 50lbs

Additional Information:

Work Schedule / Availability: Helpdesk hours are Mon

• Friday 8am

• 4pm

Contact Information: If you have questions about the position, contact Lindsay LaBella at lklabella@genesee.edu

Students with Federal Work Study are encouraged to apply.

Application Instructions:

Resume is preferred. Please provide a copy of your class schedule.

ONLY STUDENTS WHO ARE CURRENTLY REGISTERED TO ATTEND GENESEE COMMUNITY COLLEGE ARE ELIGIBLE TO APPLY.