Information Technology Services Helpdesk Administrator

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

Requirements

Required

1. Clear understanding of the College’s mission
2. Associate degree from regionally accredited college or university
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
4. Demonstrated superior customer service skills both in person and over the phone
5. Demonstrated documentation and communication skills
6. Demonstrated organizational skills
7. Demonstrated ability to work with a variety of users at all levels and needs
8. General understanding of computer security protocols and business processes

Preferred

1. Bachelor degree from regionally accredited college or university
2. 2 years of experience in an IT environment
3. 2 years of experience in a contact center or IT helpdesk environment