| IT Service Desk Technician Posting Details | POSTING INFORMATION | | Internal Title | IT Service Desk Technician | | Position Type | Classified | | Faculty / Non-Faculty / Administration | Non-Faculty | | Pay Band | 5 | | Level | 4 | | Department | IT Support Services | | Job Purpose | The IT Service Desk Technician answers chat, email, telephones, and assists walkup clients. Provides campus-wide, complex and varied hardware and software support to faculty, staff, and students at the College of Charleston. Provides hands-on, expert level hardware and software support. | | Minimum Requirements | Associate degree or High School Diploma and two years computer troubleshooting and repair experience, or any equivalent combination of education, training, and experience. Experience in a call support center environment is preferred. Candidates with an equivalent combination of experience and/or education are encouraged to apply. | | Required Knowledge, Skills and Abilities | Proficient knowledge with PCs, MACs, Network devices, printers, VoIP and other computer peripherals. Proficient analyst, technical and troubleshooting skills. Knowledge of file servers, application servers and print servers. Knowledge of campus applications. Knowledge of computer/network operation systems and client software. Must have knowledge of networks with Ethernet, TCP/IP, wireless and other network protocols. Excellent customer service, communication (oral and written) and interpersonal skills. Ability to follow procedures and keep accurate records. | | Additional Comments Regarding Position | Must be willing to work evening and weekend hours. Must participate in on-call after hours support. Occasional travel may be required. | | Special Instructions to Applicants | Please complete the application to include all current and previous work history and education. A resume will not be accepted nor reviewed to determine if an applicant has met the qualifications for the position. *Salary is commensurate with education/experience which exceeds the minimum requirements. Offers of employment are contingent upon a successful background check. All applications must be submitted online https://jobs.cofc.edu. | | Salary | *$44,833 - $50,000 | | Posting Date | 08/14/2024 | | Closing Date | 08/28/2024 | | Benefits | - Insurance: Health/Dental/Vision
- Life Insurance
- Paid Leave: Sick/Annual/Parental
- Retirement
- Long Term Disability
- Paid Holidays
- Free CARTA Bus Service
- Employee Tuition Assistance Program (ETAP)
- Employee Assistance Program (EAP)
- Full Benefits Package – Click Here
| | Open Until Filled | No | | Posting Number | 2024132 | | EEO Statement | The College of Charleston is an Affirmative Action/Equal Opportunity employer and does not discriminate against any individual or group on the basis of gender, sexual orientation, gender identity or expression, age, race, color, religion, national origin, veteran status, genetic information, or disability. | | Quicklink for Posting | https://jobs.cofc.edu/postings/15827 | Job Duties | Job Duties | | Activity | Provides first-line chat, e-mail, telephone and walk up support to clients for PC, network, software and other related issues. Monitors ITSM software for online requests submitted by clients. Documents and closes all calls and work orders in ITSM software. | | Essential or Marginal | Essential | | Percent of Time | 35 | | Activity | Analyzes and resolves problems with PC’s, Apple computers, cellular telephones, printers, scanners and other peripherals in a quality and timely manner. Installs and supports client software. Supports and resolves problems with client connections to College VPN. Primarily uses remote connections for troubleshooting. | | Essential or Marginal | Essential | | Percent of Time | 25 | | Activity | Interacts with the knowledge base to contribute and obtain relevant information for the organization and end users. Reviews, creates, completes and submits knowledge base articles for publication making sure articles adhere to defined standards. | | Essential or Marginal | Essential | | Percent of Time | 20 | | Activity | Analyzes and resolves problems with VoIP in a quality and timely manner. Submits work order requests for adds, moves, changes, cabling and trouble reports to VoIP vendor. | | Essential or Marginal | Essential | | Percent of Time | 10 | | Activity | Supports virus software and assists user with recovery from viruses. Assists in the campus IT disaster and recovery plan when necessary. | | Essential or Marginal | Essential | | Percent of Time | 5 | | Activity | Assists with IT project implementations. | | Essential or Marginal | Marginal | | Percent of Time | 5 | |