Help Desk Technician

Tennessee Board of Regents; Smyrna (TN); On-site; USD 34,000 - 37,000; Full time

Job summary

Motlow State Community College in Smyrna invites applications for a Help Desk Technician. The role serves as the first contact for users needing technical assistance and requires a High School diploma with related experience; an Associate Degree is preferred.

Key duties include troubleshooting, device support, inventory management, and documenting resolutions in the ITSM system. Candidates should be able to lift up to 25 pounds and participate in standard campus IT operations.

Qualifications

• High School diploma required; one year of tech-related experience acceptable in lieu of formal education.
• Associate Degree preferred in a related field or equivalent work experience.

Responsibilities

• Provide first line of technical support to Motlow community users.
• Troubleshoot issues using diagnostic steps and ask questions to gather details.
• Escalate unresolved issues to higher levels of support as needed.
• Maintain inventory of technology assets.
• Document incidents and resolutions in ITSM system.
• Assist with setup for new hires and office moves (user accounts, extensions, network).
• Perform other duties as assigned.

Skills

Interpersonal skills

Communication

Customer service

Technical troubleshooting

Lifting 25 pounds

Education

High School diploma

Associate Degree

Job description

Motlow State Community College

is accepting applications for the following position:

Help Desk Technician

Campus: Smyrna

Position numbers: B99576

Salary: $33,645-$36,645

Motlow State is located in the beautiful rolling hills of middle Tennessee and has four campuses that serve students from eleven counties. We offer a comprehensive benefits package that includes an excellent retirement package from the state of Tennessee, 401K plan with match, thirteen paid annual holidays in addition to annual and sick leave days, health and dental insurance, tuition discounts, and state employee discounts. Motlow positions are contingent upon funding availability and budget approval.

General Function

Serves as the first point of contact for all users seeking technical assistance.

Minimum Qualifications

High School diploma and one year of experience working in a technology related field. Additional related post-secondary education can be substituted for the required experience on a year for year basis or industry certifications.

Preferred Qualifications

Associate Degree earned from a regionally accredited institution in a related program and one year of experience working in a technology related field.

Major Duties and Responsibilities

• Provide first line of technical support and assistance to the Motlow community.
• Perform troubleshooting through diagnostic techniques and pertinent questions. Determine the best course of action based on the issue and details provided by the users. Escalate unresolved issues to the next level of support personnel.
• Assist with general technical support for all Motlow devices.
• Maintain proper inventory of all technology assets.
• Support documentation of knowledgebase, while properly recording events, problems, and resolutions in ITSM platform.
• Assist with technology setup for new hires, office moves, and additions including but not limited to user accounts, phone extensions, network connectivity, etc.
• Other duties as assigned

Knowledge, Skills and Abilities

• Strong interpersonal skills and the ability to effectively communicate with a wide range of individuals and constituencies in a diverse community.
• Ability to establish and maintain effective professional relationships with students, colleagues and other stakeholders
• Knowledge of customer service principles and practices and the ability to effectively apply them in the higher education environment
• Working knowledge of technology equipment to include hardware repair, software installation, troubleshooting and diagnostic skills.
• Must be able to lift and move items weighing up to 25 pounds.

Human Resources Office, Dept. 200

Motlow State Community College

Telephone [phone], TDD (931 393-1621)

E-mail; [e-mail]

Website: www.mscc.edu

Motlow College is an EEO/Title VI/Title IX/Sections 504/ADA Employer

Motlow State Community College does not discriminate on the basis of race, color, religion, creed, ethnicity or national origin, sex, disability, age status as a protected veteran or any other class protected by Federal or State laws and regulations and by Tennessee Board of Regents policies with respect to employment, programs, and activities.