Part-Time Specialist IV, Contact Center

Lone Star College; Texas; On-site; USD 19,000 - 27,000; Part time

Job summary

Lone Star College is seeking a Part-time Specialist IV, Contact Center to deliver technical support to campus users by diagnosing and resolving software, hardware, and network issues in a professional Service Desk environment. The role requires a high school diploma or GED with at least 1 year of related experience, strong communication, and the ability to document issues clearly.

This position offers an hourly wage and a collaborative work setting.

Qualifications

• High school diploma or GED and at least 1 year of related experience.
• Experience with Microsoft products and general office software.

Responsibilities

• Identify, diagnose, and resolve Level One problems for users of PC software and hardware in a Service Desk environment.
• Provide one-on-one end-user problem resolution via phone, email, chat or other approved method.
• Document problems in the Incident Management System.
• Suggest improvements to team processes.
• Interacting effectively with team members and customers.

Skills

Office practices

Microsoft products

Attention to detail

Analytical skills

Organizational skills

Communication skills

Teamwork

Repetitive tasks

Education

High school diploma or GED

Tools

PC hardware

Job description

Commitment to Mission

This job carries with it the obligation to uphold the Mission of Lone Star College (LSC) in carrying out the duties of the position. A commitment to positive interpersonal behaviors, professional communication, integrity, leadership, stewardship, respect and accountability to LSC students and employees is essential.

Cultural Beliefs

• One LSC
• Student Focused
• Own It
• Advance Equity
• Cultivate Community
• Choose Learning

The Chronicle of Higher Education's "Great Colleges to Work For " is designed to recognize colleges that have been successful in creating great workplaces and to further research and understanding of the factors, dynamics and influences that have the most impact on organizational culture at higher education institutions.

Campus Marketing Statement

Lone Star College-System Office, University Park

Lone Star College offers high-quality, low-cost academic transfer and career training education to 80,000+ students each semester. LSC has been named a 2023 Great Colleges to Work For institution by the Chronicle of Higher Education.

LSC consists of eight colleges, seven centers, eight Workforce Centers of Excellence and Lone Star Corporate College.

Lone Star College-System Office employees are based at one of two System Office locations; The Woodlands and University Park. Both are the site for multiple administrative departments and system-wide training programs.

Location address is 20515 SH 249 (SH 249 and Louetta Road) Houston, Texas 77070-2607.

Job Description

Purpose and Scope

The responsibility of the PT Specialist IV, Contact Center is to provide technical software, hardware and network problem resolution to all College computer users by performing question/problem diagnosis and guiding users through step-by-step solutions in a Service Desk environment. The PT Specialist IV clearly communicates technical solutions in a user-friendly, professional manner.

Essential Job Functions

1. Identify, diagnose, and resolve Level One problems for users of the mainframe, personal computer software and hardware, College network, the Internet and new computer technology in a Service Desk environment. Communicate solutions to end-users
2. Provide one-on-one end-user problem resolution over the phone, email, chat or other communication method for College approved desktop software
3. Properly document problem ticket into online Incident Management System
4. Suggest ways to improve team's work methods and procedures
5. Effectively interact with team members and customers, employing an appropriate communication style
6. Responsible for other reasonable, related duties as assigned

Knowledge, Skills and Abilities

• Knowledge of general office practices and procedures
• Knowledge of Microsoft products
• Demonstrated attention to detail
• Analytical, organizational and communication skills
• Ability work cooperatively and independently in a team oriented environment
• Ability to perform repetitive tasks for long periods of time

Physical Abilities

The work is sedentary. Typically, the employee sits comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items, such as papers, books, or small parts; or driving an automobile. No special physical demands are required to perform the work.

Work Schedule and Conditions

• Equipment used includes, PC workstation running on a LAN in a Microsoft Windows environment, calculator, phone and other general office equipment
• Interface with internal and external contacts as needed to carry out the functions of the position
• Work is performed in a climate-controlled office with minimal exposure to safety hazards

Required Qualifications

High school diploma or GED and at least 1 year of related experience, or an equivalent combination of education and experience

Salary

Hourly Pay Rate is $16.66

Benefits Marketing Statement

By joining our top-notch institution, you will enjoy being a part of an organization that offers a supportive, collegial work environment, excellent work/life balance, tuition waiver, participation in a tax deferred retirement plan and more.

Lone Star College participates in the E-Verify program, under which Lone Star College provides the federal government with information from each new employee's Form I-9 to confirm that the employee is authorized to work in the United States.

More information on the E-Verify program is available at www.dhs.gov/E-Verify .

Lone Star College is an EEO Employer. All positions are subject to a criminal background check.