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Level II Support Technician – Help Desk

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Posting Details

This position is available for Guilford College student applicants only. If you are not a currently enrolled student at Guilford College, do not apply for this position.

Position Information

Title Level II Support Technician – Help Desk
Department IT&S
Work Location (Building) Bauman
Who will student report to? Chuck Curry
Is this a work study or non-work study position? Work Study
Hours per week 10
Position Summary

NOTE: This position is open to active Guilford students only. The Level II Support Technician provides first point of contact for all IT&S technical support issues at a college wide level. The Level II Support Technician is responsible for providing exceptional customer service, technical support for all supported products, troubleshooting, triage, and management of the complete call lifecycle. The Level II Support Technician will as provide in-depth knowledge of the college’s supported products and hardware and provide coaching/mentorship to the Level I Support Technicians.

Qualifications/Special Skills Required

• Provide effective support from the start of a call ticket to completion by applying known solutions to problems, or by conducting research into the resolution.
• Enter all support calls, emails, or walk-ins into the incident management system.
• Ensure that tickets are updated daily in the call queues for which this position is responsible for.
• Escalate tickets to next level support when the solution is unknown or cannot be found within the designated timeframe based on the incident management system.
• Follow up on all escalated tickets sent to the next support level and provide both feedback and final resolution to the customer.
• Assist with media setups to faculty/staff locations.
• Assist team in maintaining all IT&S media checkout inventory
• Provide assistance to Conference and Events with technical setups for college events.
• Support all college owned hardware, media, and supported software.
• Provide coaching guidance to Level I Support Technicians with an emphasis towards exceptional customer service, quality problem resolution, ticket incident management, and media services management.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
• One semester or more experience working at the IT&S Help Desk and with the IT&S Staff
• Have a solid customer focused outlook, pleasant demeanor and have the ability to laugh.
• Want to work in an agile team environment.
• Be able to work independently and efficiently to meet deadlines.
• Be able to promptly respond to the customer either face to face, or by using email, phone calls and other electronic communications.
• Self-motivated, detail-oriented and organized.
• Experience with hardware and software issues.
• Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
• Proficient in Microsoft Windows operating systems, Mac OSX operating systems, Microsoft Office Suite products, Active Directory, Google Apps for Education, Moodle, and SCT Banner.

Physical Requirements

Must be able to move around campus easily.
Be able to lift 25 lbs.

Posting Number STU00389
Open Date 08/16/2016
Close Date
Open Until Filled Yes
Special Instructions to Applicants
Additional Information

In its active commitment to building a diverse community, Guilford College rejects discrimination on the basis of race, creed, color, religion, age, gender, disability, sexual orientation or national or ethnic origin in admission, employment or access to programs and activities. The college also seeks to avoid discrimination in the administration of educational programs, admission policies, financial aid or any other college program or activity.

If accommodation or assistance is needed in completing this application, contact Human Resources at 336-316-2436. Guilford College is committed to providing a safe and secure environment for students, faculty, staff, visitors and others, and to protecting College assets.

Posting Specific Questions

Required fields are indicated with an asterisk (*).

Applicant Documents

Required Documents
  1. Resume
Optional Documents
  1. Cover Letter/Letter of Interest