Information Technology Services Helpdesk Analyst

Salary: $31,175.00 - $40,528.00 Annually
Location : Thomasville, NC
Job Type: Full-time Staff
Job Number: ITSHDA23
Department: Financial & Administrative Services
Opening Date: 10/24/2023
Closing Date: Continuous
Be part of something big.
Davidson-Davie Community College is an award-winning institution that is committed to being a welcoming campus community that reflects and enacts the values of diversity, equity and inclusion to ensure student learning and success. We seek candidates who will not only enhance our representational diversity but whose research, teaching, and community engagement efforts contribute to diverse, equitable, and inclusive learning and working environments for our students, staff, and faculty. 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!
What you'll do on a typical day
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 help desk 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.
• Supports the mission, vision, and values of the College and attends College events and meetings
• Performs other tasks as assigned which support the mission and initiatives of the College.

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.
Your attributes
Requirements
Required

1. Clear understanding of the College's mission
2. Bachelor's degree or Associate degree with relative training or experience
3. 1 year of experience in an IT environment or contact center including
   1. First point of contact for end users for a variety of service needs
   2. Experience creating Knowledge-base articles
   3. 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

1. 2 years of experience in an IT environment
2. 2 years of experience in a contact center or IT helpdesk environment

Work environment
A climate controlled, contact center environment - filled with amazing people, incredible students and career opportunities.
Full-time employee benefit.
01
Do you have experience working as a help desk analyst or in a contact center?
02
Do you have experience creating documentation for systems and/or processes?
03
Describe your understanding of diversity and inclusion and how it is related to this position?
Required Question