Help Desk Specialist I - Spokane, WA

Employer: Carrington College

Job Description:
*Under the supervision and direction of the IT Manager, the Help Desk Specialist will assist IT staff in the Information Technology department with a variety of tasks related to end user issue support, ticket resolution, account setup and permissions, access rights, content development, and general administrative support. The Help Desk Specialist will provide first tier technical support regarding issues with student, staff, and faculty.

Essential Duties and Responsibilities:
Resolve incoming requests to the Help Desk via telephone, email, and remote support request to ensure courteous, timely, and effective resolution of end user issues.  Monitor Help Desk ticketing system to: resolve first level tickets in a timely manner, assign second and third levels tickets to appropriate IT Technicians, monitor and escalate critical outages to appropriate IT Technicians and IT Manager.  Maintaining customer satisfaction in every step of the service delivery.  Troubleshoot applications to identify and correct malfunctions and other operational difficulties.  Identify and recommend tutorials for end users to increase computer literacy and selfsufficiency.  Identify, recommend and create self-service materials such as help sheets, usage guides, and FAQ lists for end users.  Utilize Active Directory to support account logins in support of student, staff, and faculty user administration.  Access software updates, drivers, knowledge bases, and frequently asked question resources on the Internet to aid in problem resolution.  Adhere to the help desk training procedures and policies.  Perform other duties as assigned.

Supervisory Responsibilities:
This position has NO direct supervisory responsibilities.

Core Competency:
To perform the job successfully, an individual should demonstrate the following competencies:

Integrity - Acts in a way that demonstrates personal integrity; serves as a positive example of why others should trust the motives of the organization; views self as a reflection of the organization by following through on commitments and accepting ownership of mistakes; leaves others with the clear impression that integrity is a core organization value.

Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.

Adaptability – Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.

Organization Support - Follows policies and procedures; completes projects and tasks correctly and on time; supports organizations goals and values.

Communication - Communicates effectively and appropriately; uses good judgment as to what to communicate to whom as well as the best way to get that accomplished; speaks in clear and credible manner, selecting the right tone for the situation and audience; listens to others and allows them to make their point.

Job Competencies:
Technical Job Skills – Possesses sufficient job skills and knowledge to perform the job in a competent manner; is able to demonstrate skills and knowledge in day-to-day situations.
Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in-group problem solving situations; uses reason even when dealing with emotional topics.
Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone’s efforts to succeed.
Planning – Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets and meets goals and objectives.

The requirements listed below are representative of the knowledge, skill and/or ability required. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:
Associate’s degree with two years related experience; or equivalent combination of education and experience.

Language Skills – Ability to read, analyze and interpret common technical journals, financial reports and legal documents; ability to respond to common inquiries or complaints from employees and students, regulatory agencies, or members of the business community; ability to write presentations and handbooks for publication that conform to prescribed style and format; ability to effectively present information to top management, employees, students and/or board of directors.

Reasoning Ability – Ability to define problems, collect data, establish facts, and draw valid conclusions; ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Computer Skills – To perform this job successfully, an individual should have knowledge of Microsoft Office; Word, Excel, PowerPoint, Access and Outlook; and master proprietary software used in marketing and student records.
Physical Demands While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle, or feel; reach with hands and arms; talk and hear. The employee is frequently required to walk. The employee is required to stand; climb or balance and stoop, kneel, crouch, or crawl. The employee must be able to lift at least 25lbs.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
Thank you for applying for this outstanding opportunity today.
Job Type: Full-time
Help Desk: 2 years (Required)
Associate (Required)
Work authorization:
United States (Required)

Contact Person:
Location: Spokane, WA
Application Method: Online
Base Pay: DOQ

Posted on May 13, 2019
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