IT Help Desk Assistant

Drake State Community & Technical College; Huntsville (AL); On-site; USD 30,000 - 48,000; Full time

Job summary

Drake State Community & Technical College is seeking an I.T. Help Desk Assistant to deliver professional, timely technical support to faculty, staff, and students. You will log and resolve requests, assist with user accounts, and help maintain Drake State computer labs and network infrastructure.

The role requires familiarity with Windows 10/11, MS Office 365, email, browsers, and basic hardware. A strong customer-service mindset and teamwork are essential in this campus environment.

Qualifications

• High school diploma or equivalent required; associate degree preferred.
• Strong knowledge of Windows 10/11 and Microsoft Office 365.
• Experience with email, web browsers, and basic hardware.
• Ability to handle inquiries professionally and communicate clearly.
• Experience in an academic environment is desirable.

Responsibilities

• Staff the Drake State Helpdesk, respond to inquiries from faculty, staff, and students.
• Enter, assign and track service requests in the online work-order system.
• Provide hardware and software troubleshooting for desktops and enterprise apps.
• Create and manage user accounts, emails, and access rights.
• Update Help Desk records and assist with lab setup and network cabling as needed.
• Collaborate with IT staff and participate in committee activities when requested.

Skills

MS Windows 10

MS Windows 11

Email setup and troubleshooting

Web browsers basics

Microsoft Office 365

Customer service

Professional communication

Education

Associate’s degree in Computer Information Systems or related field

High school diploma or equivalent

Tools

Banner

Canvas

Zoom

Job description

The I.T. Help Desk Assistant shall perform the duties as specified in conformity with policies as specified by the Alabama Community College System Board of Trustees, Federal and State Regulations, and the Drake State Community & Technical College Faculty and Staff Handbook.

Salary: Appropriate placement on the Alabama Community College System Board of Trustees

Salary Schedule: E5, Grade 06

Salary Range:$29,989-$48,180 (12 months, Non-Exempt)

Salary step placement is based on experience per Drake State's practice for awarding salary step credits.

Work Hours: 8:00 am - 5:30 pm Monday - Thursday and 8:00 am 12:00 pm on Friday

• Staff the Drake State Helpdesk, receiving and responding to technical inquiries (concerning email, local area network connectivity, web browsing, printing, etc.) from faculty, staff, and students via telephone, in person, through the electronic help desk, email, web, and other communication methods
• Enter, assign and track service requests in the on-line work-order system, and refer service issues to IT management
• Provide technical support and solve the basic and more advanced routine user hardware and software problems or questions including desktop computer hardware and software and enterprise system software
• Provide professional, courteous, prompt, and accurate support and solutions to users
• Communicate, analyze, and troubleshoot routine user problems and provide proper solutions or remedies
• Properly document problem ticket into on-line Help Desk System
• Assist other IT technical staff in providing user feedback and user statistics
• Update Help Desk database information
• Follow-up and communicate ticket information to users when appropriate
• Create and administer new user accounts, passwords, emails, and privileges/rights as assigned and directed by system administrators
• Assist with desktop and laptop imaging and installation as needed
• Assist in the operations of enterprise systems as needed
• Maintain an inventory of assigned equipment and supplies
• Assist in the setup and maintenance of Drake State computer labs and network cabling, including Category 6, wireless, and fiber optic networking equipment
• Assist in registration and pre-registration activities as needed
• Work closely with other IT staff to acquire additional technical and non-technical knowledge
• Serve on college committees when requested

• Retain and submit documentation as requested to support accreditation efforts

• Perform other work-related responsibilities as assigned by the Director of Information Technology, Regional CIO, Executive Director of Fiscal Affairs and Administrative Services, and/or the President

Job description may be modified or altered at any time by management.

REQUIRED QUALIFICATIONS:

• Minimum of a high school diploma or equivalent
• Working knowledge of MS Windows 10 and MS Windows 11
• Working knowledge of setting up and troubleshooting internet programs, such as e-mail and web browsers
• Working knowledge of Microsoft Office 365 software
• Working knowledge of internal PC hardware
• Ability to project a professional and congenial demeanor
• Ability to establish and maintain effective working relationships with students, other employees, and the public

PREFERRED QUALIFICATIONS:

• Earned Associate’s degree in Computer Information Systems or related field from a regionally accredited institution
• Minimum of (1-2) years of experience with hardware, networking, and information systems
• Experience in an academic environment
• Working knowledge of Zoom
• Knowledge of Banner or other educational administrative software
• Knowledge of Canvas Learning Management System

DESIRED PROFILE:

Preference will be given to candidates who can demonstrate through their experiences and accomplishments:

• Understanding of and commitment to the philosophy and mission of a community and technical college
• Sensitivity and commitment to cultural diversity
• Ability to handle multiple tasks and various situations in a calm and professional manner
• Ability to work well under pressure and deadlines
• Commitment to teaching and learning, where recent high school graduates, adult students, and non-traditional students are involved

BACKGROUND CHECK REQUIREMENT:

In accordance with Alabama Community College System Policy and guidelines, the applicant chosen for employment will be required to sign a consent form and agree to a criminal background check. Employment will be contingent upon the receipt of a clearance notification from the criminal background check.

Drake State Community and Technical College is an equal opportunity employer. It is the official policy of the Alabama Community College System, that no person shall, on the grounds of race, color, disability, gender, religion, creed, national origin, or age, be excluded from participation in, be denied the benefits of, or be subjected to discrimination under any program, activity, or employment. Drake State will make reasonable accommodations for qualified disabled applicants or employees. Drake State reserves the right to withdraw this job announcement at any time prior to awarding. Drake State compiles information about safety and security and publishes an annual report. This report can be found on the website by accessing the crime and safety report link. The link can be found on the Drake State home page by clicking the “About Drake State” tab and then selecting the “Campus Security Report” link. A copy can also be obtained by contacting the Director of Operations at 256-551-5210.

The College reserves the right to fill the position within (120) days of the job announcement stated closing date or to not fill the position due to budgetary or operational considerations. Further, the College reserves the right to fill more than one position in the same job classification should another vacancy occur during the search process.