ITS Help Desk Specialist

Sauk Valley Community College; Illinois; On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Tuition reimbursement

Tuition waivers

SURS retirement

Job summary

Sauk Valley Community College in Illinois has an opening for an ITS Help Desk Specialist. The role provides tiered hardware/software support, maintains the Help Desk, and contributes to ITS service delivery through customer-focused assistance.

The position includes after-hours event coverage, staff training, and provisioning of hardware while ensuring up-to-date device inventories and adherence to security policies. A strong emphasis on teamwork and communication is expected.

Qualifications

• Associates degree and troubleshooting experience preferred.
• Enrollment in SVCC CIS courses may be considered.

Responsibilities

• Operate, maintain, and improve the Help Desk.
• Troubleshoot, resolve, and document hardware and software issues via a ticketing system.
• Provision new employee hardware and account configuration.
• Provide after-hours technology coverage for events.
• Train and mentor Level 1 Help Desk Technicians.
• Install and maintain college computers and printers across campus.
• Maintain device inventory and coordinate rollouts with stakeholders.
• Identify and troubleshoot network issues and map ethernet connections.
• Analyze PDQ Inventory to identify outdated hardware/software and propose solutions.

Skills

Help desk support

Troubleshooting

Ticketing system

Microsoft Office

Communication

Mentoring

Hardware knowledge

Education

Associates degree

CIS courses SVCC

Tools

PDQ Inventory

Active Directory

Google Workspace

VPN configuration

PiSignage

Job description

Sauk Valley Community College (SVCC) invites applications for the position of ITS Help Desk Specialist. This position provides tiered support for hardware systems, ensures effective operation of the Help Desk, and supports the College's technology infrastructure and service strategy through customer-focused assistance.

Located in rural northwestern Illinois along the scenic Rock River, SVCC is situated between the cities of Dixon and Sterling, placing it just one hour from Rockford and the Quad Cities, and two hours west of Chicago. The College provides a robust benefits package, including comprehensive health insurance (medical, dental, and vision), life insurance, tuition reimbursement, tuition waivers, and participation in the State Universities Retirement System (SURS).

For complete details, please visit our benefits page at https://www.svcc.edu/employees/opportunities/benefits.html.

• Operate, maintain, and recommend improvements for the customer-focused Help Desk.
• Troubleshoot, resolve, and document hardware and software issues using a ticket-based system to ensure proper process, documentation, and knowledge base development.
• Provision new employee hardware, office setups/relocations, and account configuration.
• Provide technology coverage on a rotating basis for events held outside regular business hours.
• Train and mentor Level 1 Help Desk Technicians.
• Install and provide maintenance for computers (Mac and PC), printers, and related equipment college-wide.
• Ensure hardware fleet and corresponding firmware are up to date.
• Responsible for communicating and enforcing device management policies.
• Train staff, faculty, and community members on use of classroom technology equipment:
• Classroom automation systems
  • Phones
  • Projectors
  • Document cameras
  • Audio systems
  • Classroom cameras
• Maintain an up-to-date device inventory to effectively plan, schedule, and coordinate with department stakeholders on equipment rollouts, including:
  • Police Academy
  • Student checkout laptops
  • Nursing laptops
  • Lab replacement cycle
  • Employee laptops
  • Office equipment
  • Classroom equipment
• Identify and troubleshoot physical network issues.
  • Create ethernet cables.
  • Tone, map, and label existing ethernet connections back to distribution switches.
• Conduct analysis via PDQ Inventory to identify outdated hardware and software versions, and provide related solutions to ITS administration.
• Implement employee‑specific software configurations to support onboarding, including phone system set up, print account management, shared drive access, HP print supply management, Active Directory, Google Suite, and VPN setup.
• Troubleshoot and optimize the college's digital signage program (PiSignage).
• Cross‑train on various college software systems including Student LMS, Document Signing, Sports Live Streaming, Broadcast Streaming, Email, MFA, and Testing Center software.

Essential Functions

• Must understand and support the mission of the community college.
• Must be able to lift up to 50 lbs.
• Must display professionalism and confidentiality in all matters.
• Must be able to communicate effectively by phone and email on a daily basis.
• Must be dependable, accurate, self‑motivated, organized, have initiative, and be able to prioritize workload.
• Must possess excellent computer skills with the ability to work with Microsoft Office products.
• Must be able to provide and understand verbal/visual orders from supervisors.

Qualifications

• Associates degree and experience with computers and troubleshooting preferred.
• Preference may be given to applicants with enrollment in or completion of SVCC CIS courses.

Sauk Valley Community College is an equal opportunity employer and complies with applicable federal and state laws prohibiting discrimination in all employee and student relations. No person on the basis of race, gender identity/expression, sexual orientation, sex, genetic information, creed, religion, color, marital or parental status or family responsibilities, veteran status, age, national origin, membership in any professional group, organization or association, socioeconomic status, or mental or physical disability is discriminated against, which includes, but is not limited to, admissions, employment, financial assistance, placement, recruitment, educational programs, and activities. Students admitted from a foreign country are expected to take the TOEFL exam. A minimum level of competency on the TOEFL exam is part of the consideration of admission. For students who reside in the United States, a lack of English skills is not a barrier to admission and participation in educational programs. Violation of this policy on the basis of sex is also governed by the Sexual Misconduct Procedures. Inquiries or complaints may be addressed to the Title IX Coordinator or the Director of Human Resources.