Address
Form of workOverview
The Service Desk Tier I Technician I are the first point of contact for students, faculty and staff seeking technical assistance for campus technology issues. They serve as members of the Penn College ITS Technical Support Team by following documented procedures to provide technical support. They are vital in maintaining the smooth operation of the Penn College ITS Service Desk.
Schedule: Position not to exceed 18 hours per week (with occasional exceptions during peak periods and/or summers.)
Qualifications
Education:
-Current enrollment as a Penn College student in an IT related discipline. (Minimum)
Experience:
-One year of college or equivalent work experience. (Minimum)
Abilities and Skills:
-Must have strong interpersonal skills and ability to work well with others. (Minimum)
-Must have good phone skills and ability to provide technical support over the phone. (Minimum)
-Must have good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it. (Minimum)
-Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful
situations. (Minimum)
-Ability to work responsibly with or without direct supervision. (Minimum)
-Working knowledge of common operating systems and software applications found in Penn College ITS computer facilities. (Minimum)
-Familiarity with equipment found in Penn College ITS computer facilities. (Desired)
Responsibilities
-Be present and visible at the Service Desk and available to users requiring technical assistance. (Essential)
-Respond to questions from callers and walk-ins; assist in person with problems in the computer labs. (Essential)
-Learn fundamental operations of commonly used software, hardware, and other equipment. (Essential)
-Follow standard Service Desk operating procedures; accurately log all Service Desk contacts using call tracking software. (Essential)
-Accept general responsibility for the computer labs and ensure that it is ready for use; stock paper and toner in printers, push in chairs, restart frozen computers, etc. (Essential)
-Attend all Service Desk training sessions. (Essential)
-Become familiar with available help resources; stay updated on campus technology changes or problems. (Essential)
-Become familiar with Penn College ITS policies, procedures, services, and staff. (Essential)
-Direct calls to appropriate Penn College ITS staff as necessary. (Essential)
-Maintain discipline and decorum at the Service Desk and computer lab areas. (Essential)
-Assist at the Penn College ID Center. (Essential)
Physical Standards and Special Job Features
Physical Standards:
-Must be capable of lifting or carrying computer hardware components not to exceed 40 lbs.
Special Job Features:
-Flexible schedule to meet the needs of the incumbent and the College.
-Position may be subject to a background check.
Pay Transparency
$10 per hour
College Statement
This is not a complete itemization of all facets of this position. This job description is not an employment agreement or contract. The College has the exclusive right to alter this job description at any time without prior notice.
EEO Statement
Penn College is committed to equal opportunity and the diversity of its workforce.
The Service Desk Tier I Technician I are the first point of contact for students, faculty and staff seeking technical assistance for campus technology issues. They serve as members of the Penn College ITS Technical Support Team by following documented procedures to provide technical support. They are vital in maintaining the smooth operation of the Penn College ITS Service Desk.
Schedule: Position not to exceed 18 hours per week (with occasional exceptions during peak periods and/or summers.)
Qualifications
Education:
-Current enrollment as a Penn College student in an IT related discipline. (Minimum)
Experience:
-One year of college or equivalent work experience. (Minimum)
Abilities and Skills:
-Must have strong interpersonal skills and ability to work well with others. (Minimum)
-Must have good phone skills and ability to provide technical support over the phone. (Minimum)
-Must have good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it. (Minimum)
-Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful
situations. (Minimum)
-Ability to work responsibly with or without direct supervision. (Minimum)
-Working knowledge of common operating systems and software applications found in Penn College ITS computer facilities. (Minimum)
-Familiarity with equipment found in Penn College ITS computer facilities. (Desired)
Responsibilities
-Be present and visible at the Service Desk and available to users requiring technical assistance. (Essential)
-Respond to questions from callers and walk-ins; assist in person with problems in the computer labs. (Essential)
-Learn fundamental operations of commonly used software, hardware, and other equipment. (Essential)
-Follow standard Service Desk operating procedures; accurately log all Service Desk contacts using call tracking software. (Essential)
-Accept general responsibility for the computer labs and ensure that it is ready for use; stock paper and toner in printers, push in chairs, restart frozen computers, etc. (Essential)
-Attend all Service Desk training sessions. (Essential)
-Become familiar with available help resources; stay updated on campus technology changes or problems. (Essential)
-Become familiar with Penn College ITS policies, procedures, services, and staff. (Essential)
-Direct calls to appropriate Penn College ITS staff as necessary. (Essential)
-Maintain discipline and decorum at the Service Desk and computer lab areas. (Essential)
-Assist at the Penn College ID Center. (Essential)
Physical Standards and Special Job Features
Physical Standards:
-Must be capable of lifting or carrying computer hardware components not to exceed 40 lbs.
Special Job Features:
-Flexible schedule to meet the needs of the incumbent and the College.
-Position may be subject to a background check.
Pay Transparency
$10 per hour
College Statement
This is not a complete itemization of all facets of this position. This job description is not an employment agreement or contract. The College has the exclusive right to alter this job description at any time without prior notice.
EEO Statement
Penn College is committed to equal opportunity and the diversity of its workforce.
