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Part Time Help Desk Staff
 
 
Category: Information Technology
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Department: Information Technology/Help Desk
Locations: Springfield, MA
Posted: Aug 14, 2023
Closes: Open Until Filled
Type: Part-time
Position ID: 166138
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About Springfield Technical Community College :

Located on 35 acres of the Springfield Armory National Historic Site and founded in 1967, Springfield Technical Community College is a major resource for the economic vitality of Western Massachusetts. As the only technical community college in Massachusetts, STCC offers a variety of career programs unequalled in the state. Digital Multimedia, IT Security, Nursing, Robotics, Sonography, Mechanical Engineering Technology (Advance Manufacturing) and dozens of other career programs produce potential employees each year. STCC's highly-regarded transfer programs in Business, Engineering, Liberal Arts, Science and Technology continue to provide the most economical option for students pursuing a four-year degree. With an annual enrollment of over 6,500, evening, weekend and online students, STCC is a vibrant campus rich in diversity and justifiably proud of our designation as a Hispanic Serving Institution. Respect, is one of the Core Values of the College and we strive to nurture mutual respect among faculty, staff and students. With respect, we embrace differences to create an inclusive environment for all. Together, we support students as they transform their lives through intellectual, cultural, and economic engagement while becoming thoughtful, committed and socially responsible graduates.


Job Description:

The Help Desk Part Time role is to provide timely support to students, faculty, and staff who encounter IT issues in the course of their work.  Work will be performed at the Help Desk location or remote.

Under the direction and supervision of the Director of User Support Services, this position will be responsible for the following:

Essential Duties and Responsibilities:

  • Respond to Help Desk calls with a positive attitude and providing excellent customer service using user-friendly language for non-technical users.
  • Communicate via the phone, headset, and in person as well as interacting with users via chat software, email, and zoom. 
  • Participate in a schedule where the Help Desk has constant coverage during scheduled hours.
  • Support students and faculty navigating online classes and the use of software such as zoom.
  • Ability to manage multiple tasks such as conversing with multiple users simultaneously.
  • Assist users with account issues and password-resets using procedures to keep confidential information secure. 
  • Help with Wi-Fi and software questions.  Assist with multifactor authentication.   
  • Respond appropriately to the urgency of the problem (e.g., a faculty member having a technology problem teaching a class requires immediate response).
  • Ask appropriate questions to user to gather details used to solve problems and create tickets that others will address.  Attention to detail is needed.
  • Follow office procedures to document the computer inventory movement on campus and in our department. 
  • Maintain documentation and update as needed. 
  • Resolve computer, printing, and A/V issues and report defective equipment.
  • Setup computer equipment and assist with moves and events.  This includes moving heavy carts full of equipment across varied terrain. 
  • Monitor labs, and shut equipment down when not in use.
  • Follow policies and procedures.  Enforce no food/beverage/smoking/vaping policies in computer labs.  Educate users on security.
  • Maintain clean work environment (in labs arrange chairs, tidy area).  Wipe down computers, keyboards, and mice as requested.
  • Maintain paper/toner for printer/copiers in student areas and fix/report problems. Be familiar with the print management system.
  • Serve as a resource for students with disabilities.
  • Assist with projects as assigned.


Requirements:

QUALIFICATIONS:

  • Associates degree in Information Technology related programs. 
  • Ability to work independently and as part of a team. 
  • Ability to absorb and retain information.  

EXPERIENCE:

  • Knowledge of supporting personal computer hardware, including PC's, Mac's Tablets, printers, MSOffice, Zoom, and understanding of network.
  • Experience with operating systems.
  • Strong understanding of the organization's goals and objectives.
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on listening and questioning skills.
  • Strong documentation skills and a keen attention to detail.
  • Ability to conduct research into a wide range of computing issues as required.
  • Ability to absorb and retain information quickly.
  • Ability to present ideas in user-friendly language to non-technical staff and end users.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute multiple tasks in a high-pressure environment.
  • Exceptional customer service.
  • Experience working in a team-oriented, collaborative environment.

EQUIVALENCY STATEMENT:  

Applicants who do not meet the qualifications as stated above are encouraged to put in writing precisely how their background and experience have prepared them with the equivalent combination of education, training and experience required for the responsibilities of this position.

SUPERVISORY RESPONSIBILITY:

None

WORKING CONDITIONS/PHYSICAL DEMANDS:

Working is normally performed in a typical /office work environment.  Noise level in the work environment is low to moderate.  Required to regularly interact with employees, students and the public. Ability to travel to other offices, classrooms, and labs to fix problems or collect equipment.

PHYSICAL ABILITY:

Tasks require the ability to exert moderate physical effort in work, typically involving some combination of stooping, kneeling, crouching and crawling.  Lifting computers and boxes of paper as well as other equipment necessary.  Loading computers and other equipment and paper onto carts and pushing/pulling full carts on uneven terrain.  Carrying computers up/down stairs when needed.      


Additional Information:

Salary: $20.00 per hour.   Up to 16 hours per week. Monday, Tuesday, Wednesday and Friday 8-12 pm (Schedule may vary by semester) 
Benefits:  No
Union:  Non-Union
Grant Funded:  No
Closing Date: Open Until Filled 

All candidates must have legal authorization to work in the United States. Springfield Technical Community College is not sponsoring H1B Visa.

INFORMATION AWARENESS SECURITY TRAINING:

Candidates for employment should be aware that all STCC employees are required to complete Information Awareness Security Training within thirty days of their orientation date and annually thereafter.


Application Instructions:

All available positions are located at: www.stcc.edu/about-stcc/employment which applicants must apply online by submitting a cover letter**, resume and three (3) professional references.  

**Cover letter must demonstrate how your education and experience qualifies you for this position.

PRE-EMPLOYMENT DETAILS:

STCC conducts a pre-employment screening. Initial and continued employment is dependent upon meeting National Background Check, Criminal Offender Record Information (CORI) and/or Sex Offender Registry Information (SORI) check and if applicable, Physical and Alcohol/Drug Testing requirements. Screening also includes verification of academic credentials, licenses, certifications, and/or verification of work history. Finalist(s) for this position will be subject to a pre-employment screening as a condition of employment.

POLICY STATEMENT ON AFFIRMATIVE ACTION, EQUAL OPPORTUNITY & DIVERSITY

Springfield Technical Community College is an affirmative action/equal opportunity employer and does not discriminate on the basis of race, color, national origin, sex, disability, religion, age, veteran or military status, genetic information, gender identity, or sexual orientation in its programs and activities as required by Title IX of the Educational Amendments of 1972, the Americans with Disabilities Act of 1990, Section 504 of the Rehabilitation Act of 1973, Title VII of the Civil Rights Act of 1964, and other applicable statutes and college policies. The College prohibits sexual harassment, including sexual violence. Inquiries or complaints concerning discrimination, harassment, retaliation, or sexual violence shall be referred to the College's for Affirmative Action and/or Title IX Coordinator, Kathryn C. Senie, Ed.D, J.D. at 413.755.5642 or via email at kcsenie@stcc.edu, the Massachusetts Commission Against Discrimination, the Equal Employment Opportunities Commission or the United States Department of Education's Office for Civil Rights. Springfield Technical Community College will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.  

EQUAL OPPORTUNITY STATEMENT

STCC's personnel and academic decisions, programs and policies are formulated and conducted in a manner, which will ensure equal access for all people and prevent discrimination. As part of this effort, a College will ensure that employment and academic decisions, programs and policies will be based solely on the individual eligibility, merit or fitness of applicants, employees and students without regard to race, color, creed, religion, national origin, age, disability, sex, marital status, military service, gender identity, genetic information, sexual orientation or political or union affiliation.


URL: www.stcc.edu

 
 


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