Help Desk Analyst

Primary Location:
9700 Wade Boulevard, Frisco, Texas, 75035
We are searching for candidates that meet the required qualifications and experience and are able to perform the essential duties and responsibilities.
Job Summary:
Provide support for technical support issues, user accounts, and service requests. Maintain a high level of technical, procedural, and institutional knowledge. Work with other departments to ensure that the Help Desk process, procedures, solution, and service request offerings meet the needs of the institution. Act as application and user administrator for various systems and as the intermediary between users, various Information Technology (IT) groups, and non-IT groups.
Required Qualifications:
Essential Duties and Responsibilities

• Process employee technical support tickets. Provide support via phone, email, chat, video conference and remote desktop connection as needed.
• Resolve basic hardware, software, networking, telephone, and account issues. Provide specific directions and instructions for first-time customers.
• Properly enter and update tickets in the ticketing system. Assign and route tickets to other IT groups as necessary. Act as an escalation point for Help Desk technicians, student assistants, and student Help Desk.
• Build and maintain the Service Request Catalog. Work with other groups and departments to ensure that service request forms are created and updated as needed.
• Under the direction of the Help Desk manager, develop and maintain a knowledge/solutions base, and the Help Desk Standard Operating Procedures (SOPs) documents. Analyze and research issues and systems to develop and maintain solutions articles and standard operating procedures.
• Work with Human Resources and IT groups to support new hires, promotions, moves, account changes, and separations. Work with groups and departments to ensure complex issues and service requests are correctly resolved.
• Complete complex security-sensitive functions, including creating, updating, and maintaining network accounts, passwords, and e-mail distribution lists. Administer guest user and Wi-Fi accounts.
• Under the direction of the Help Desk manager, provide training for Help Desk personnel, and create and provide supplemental training documentation, guides, and videos for IT personnel.
• Under the direction of the Help Desk manager, develop and maintain departmental webpages, and Teams Groups with current information, contact numbers, processes, online forms, and automated tools for customer and internal departmental use.
• Analyze ticket patterns to identify issues as they arise and provide timely communication to Technology Support Department.

Supplemental Functions

• Assist the security group with investigating suspicious user activity.
• Perform other duties as assigned.
• Perform all duties and maintain all standards in accordance with college policies, procedures and Core Values.

Knowledge, Skills and Abilities

• Advanced knowledge of Office 365 applications and administration
• Advanced knowledge of IT ticketing system use, automation, and administration
• Advanced knowledge of Fresh Service Ticket Automation and setup
• Advanced knowledge of college HR and related IT processes
• Advanced knowledge of OneLogin use, troubleshooting, and administration
• Knowledge of Apple operating systems
• Knowledge of Adobe Creative Cloud
• Knowledge of networking and basic network security and system administration
• Knowledge of Cisco Telecom Systems, including phones, Jabber, and Finesse
• Knowledge of Active Directory
• Knowledge of Microsoft Exchange and Azure administration
• Knowledge of VPN and VPN troubleshooting
• Knowledge of Pharos system, troubleshooting, and administration
• Knowledge of Papercut server and administration
• Knowledge of Microsoft PowerShell
• Knowledge of college policy and guidelines for technology
• Basic knowledge of design
• Basic knowledge of Power Automate
• Basic knowledge of computer hardware
• Basic knowledge of printer hardware
• Advanced customer service skills
• Advanced computer and technology support skills
• Zoom Application troubleshooting and administration skills
• Microsoft forms skills
• Problem-solving skills
• Project Management skills
• Troubleshooting skills
• Ability to support customers via phone, email, ticketing system, and remotely via Zoom, Quick Assist, and TeamViewer
• Ability to prioritize requests
• Ability to develop automated techniques to replace manual processes
• Ability to learn, support, and keep up to date on current and new applications
• Ability to identify and resolve technical issues in a timely and productive manner
• Ability to give instructions to a non-technical audience
• Diagnostic ability
• Ability to maintain a professional manner when interacting with faculty, students, staff, and outside organizations
• Ability to work well with diverse populations

Physical Demands, Working Conditions and Physical Effort
Sedentary Work - Exerting up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met. Positions in this class typically require talking, hearing, seeing, grasping, standing, walking and repetitive motions. Relatively free from unpleasant environmental conditions or hazards. Office environment. Little physical effort required.
Requirements
Associate degree from an accredited institution and a minimum of two (2) years of experience. /
Preferred
Four (4) years of experience.
Equivalency Language
Two (2) additional years of related work experience in lieu of Associate degree.
Licenses and Certifications
CompTIA A+ Certification, Net+ Certification, Sec+ certification, and/or Microsoft 365/Azure certification preferred.
**This position is Security Sensitive, therefore, candidates will be subject to a criminal background check.**
The above description is an overview of the job. It is not intended to be an all-inclusive list of duties and responsibilities of the job as duties and responsibilities may change with business needs. Collin College reserves the right to add, change, amend, or delete portions of this job description at any time, with or without notice. Reasonable accommodations may be made by Collin College in its discretion to enable individuals with disabilities to perform the essential functions.
Required & Preferred Qualifications (if applicable):
The intent of this job description is to provide a representative summary of the types of duties and responsibilities that will be required of the positions given this title and shall not be construed as a declaration of the specific duties and responsibilities of any particular position. Employees may be requested to perform job-related tasks other than those specifically presented in this description. Fair Labor Standards Act (exempt/non-exempt) is designated by position. The employer actively supports Americans with Disabilities Act and will consider reasonable accommodations.
***This is a Security Sensitive position. Therefore candidates will be subject to a criminal background check.***
Compensation Type:
Salary
Employment Type:
Full time
Salary Minimum
$47,300.00
Compensation is determined based on experience
**Deadline**
Collin College is an Equal Opportunity Employer and does not discriminate on the basis of any characteristic protected by applicable law.