Service Desk Technician

Macomb Community College; Michigan; On-site; USD 35,000 - 52,000; Full time

Job summary

Macomb Community College seeks a Service Desk professional to serve as the central point of contact for IT support for staff, faculty and students. You will support College-owned hardware, peripherals, operating systems, and approved software, and assist with basic telephony apps such as mobile devices and voicemail.

Responsibilities include creating and maintaining a central Knowledge Base, using a call tracking system to manage information and resolutions, and traveling between campus

Qualifications

• Demonstrated knowledge of hardware devices and software applications.
• Experience using standard office productivity tools may be required.

Responsibilities

• Provide IT support to College staff, faculty and students.
• Support College-owned hardware, peripherals, operating systems and approved software.
• Assist with basic telephony applications including mobile devices, voicemail, and ACD.
• Create and maintain documentation in a central Knowledge Base.
• Record and track issues using a call tracking system and document resolutions.
• Determine end-user problems and apply appropriate resources to resolve them.
• Travel between campus locations may be required.
• Support other CIT teams during peak times as needed.

Tools

Call tracking system

Knowledge Base

Trouble tracking system

Microsoft Office

Job description

The service desk is the central point of contact for IT services and support for the College staff, faculty and students.

• Support College owned hardware, peripherals, operating systems, and approved software applications.
• Provide support of basic telephony applications such as mobile devices, voicemail, and Automatic Call Distribution.
• Create and maintain support documentation in a central Knowledge Base.
• Utilize a call tracking system for call information; call tracking, resource management and coordination resolution.
• Readily determine the end user’s problem, apply the appropriate skills, and utilize the correct resources to resolve the problem.
• Document and maintain a detailed history of the case notes related to the end user’s problem and ultimate resolution.
• Maintain up-to-date support documentation in a central Knowledge Base.
• Verify end user detail is correct in trouble tracking system address book.
• Travel between campus locations may be required.
• May provide auxiliary support for other CIT teams during peak times.

Perform related duties as assigned. Demonstrated knowledge of hardware devices and software applications. Experienced in the use of Microsoft Office. Familiar with telephony applications such as mobile phones, and voicemail.