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IT Help Desk Functions:

Resolve Level 1 technology service requests reported by campus end users

·        College supported software and hardware

·        Classroom technology

·        Computer labs

·        Virus/Spyware

·        Academic/Administrative network

·        Data conversion/transfer/recovery

·        Provide technology information using multiple formats

·        Technology accessibility and availability

Resolve Level 2 incident for IT

·        Hardware repairs, upgrades, maintenance, and relocation

·        Software installs, upgrades, and maintenance

·        Provision & set-up of system account

·        Offer various technology training and presentations

KEY DUTIES AND RESPONSIBILITIES:

Examples of key duties are interpreted as being descriptive and not restrictive in nature.

1. Provide one-on-one end-user incident & service request resolution over the phone for workstation software.

2. Delivers, tags, sets up, and assists in the configuration of end-user workstation hardware, software and peripherals.

3. Diagnoses and resolves end-user network or local printer problems, PC hardware  problems, e-mail, Internet, and local-area network access problems.

4. Coordinates timely repair of workstation equipment covered by third-party vendor maintenance agreements.

5. Performs minor desktop hardware repair for workstation equipment and peripherals that are not covered by third-party vendor maintenance agreements.

6. Helps install local area network cabling systems and equipment such as network interface cards, hubs and switches.