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Information Technology Services Helpdesk AdministratorDavidson-Davie Community College • Lexington, Kentucky, United States
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Information Technology Services Helpdesk Administrator

Davidson-Davie Community College
  • US
    Lexington, Kentucky, United States
  • US
    Lexington, Kentucky, United States
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À propos

Davidson-Davie Community College is an award‑winning institution that is committed to student learning and success, as well as the economic growth of the communities we serve. Our goal is to identify individuals who will assist in our mission, so that everyone has the opportunity to succeed at Davidson‑Davie Community College. Our benefits and other resources make it possible to excel both professionally and personally. We are a dynamic community that supports and celebrates the success of our students, faculty and staff. The future is here!
The helpdesk analyst will be the first point of contact for Davidson‑Davie’s IT department. Contact may come in the form of a help ticket, phone call or email. The helpdesk analyst will administer the help desk solution.
Answer phone calls
Respond to emails
Respond to help desk tickets
Route tickets to the appropriate service area or technician
Create and administer knowledgebase articles
Review help ticket processes for improvements
Assist with Learning Management System processes
Assist with College Information System processes
Perform activities to support department and campus initiatives
Pursue new knowledge through training, system deployment and personal interest
Maintain sensitivity, understanding and respect for a diverse academic environment, inclusive of students, faculty, and staff of varying social, economic, cultural, ideological, and ethnic backgrounds
Support the mission, vision, and values of the College and attend College events and meetings
Perform other tasks as assigned which support the mission and initiatives of the College
Required
Clear understanding of the College’s mission
Associate degree from regionally accredited college or university
1 year of experience in an IT environment or contact center including
First point of contact for end users for a variety of service needs
Experience creating knowledge‑base articles
Experience with help desk ticketing system
Demonstrated superior customer service skills both in person and over the phone
Demonstrated documentation and communication skills
Demonstrated organizational skills
Demonstrated ability to work with a variety of users at all levels and needs
General understanding of computer security protocols and business processes
Preferred
Bachelor degree from regionally accredited college or university
2 years of experience in an IT environment
2 years of experience in a contact center or IT helpdesk environment
Climate controlled contact center environment – filled with amazing people, incredible students and career opportunities
DISCLAIMER : The above information on this description has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job.
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  • Lexington, Kentucky, United States

Compétences linguistiques

  • English
Avis aux utilisateurs

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