Help Desk/Copy Center Support Assistant

Details:

Posted: March 30, 2023
Level: Educational Assistant
Hours: Part-time up to 17 hours per week
Closing Date: The committee will begin review of applications immediately. Applications will be accepted until the position is filled, with materials submitted Wednesday, April 26, 2023, receiving priority consideration.

Location:

Manchester Community College
Great Path, Manchester, CT 06040
**This position is not remote**

CT State Community College Mission:

Connecticut State Community College (CT State) provides access to academically rigorous and innovative education and training focused on student success. The College supports excellence in teaching and learning, makes data-informed decisions, promotes equity, advances positive change for the students, communities, and industries it serves, and awards associates degrees and certificates.

CT State Community College Vision:

CT State will be recognized for exceptional student success, educational leadership, and transformative collaboration with business and industry, government, educational, and key stakeholders while advancing diverse opportunities for Connecticut’s citizens and communities.

CT State Community Equity Statement:

The CSCU system commits to bold and disruptive change by actively identifying, naming, and dismantling structural racism, systemic poverty, and other barriers; establishing equitable and anti-racist policies and practices; and empowering students, faculty, staff, and administrators to advance racial, social, and economic justice. Our core collective responsibility is to continuously assess practices and policies and transform the world we live in by eliminating inequities.

Anticipated Start Date:

April 2023

Position Summary:

Working under the supervision of the Interim Director of Information Technology, the Help Desk/Copy Center Support Assistant provides basic support at MCC’s Help Desk and Copy Center. The Help Desk/Copy Center Support Assistant’s main function is to (1) provide general support to students, faculty, and staff who come to the Help Desk for technology support and (2) provide general support to faculty and staff in the Copy Center.

Incumbents typically perform their work in offices. The work involves extensive use of personal computers and copiers. Some lifting of paper reams and computer equipment is involved, but does not, normally, involve any significant physical effort. Reasonable accommodation will be made for incumbents and candidates with physical limitations.

Minimum Qualifications:

Associate degree in a field related to technology support, along with relevant work experience in technology support and/or a copy center environment or an equivalent combination of experience and training which would lead to the competencies required for successful performance of the position’s essential duties.

Incumbents are required to have demonstrated advanced knowledge and abilities in the following:

• Excellent computer skills are necessary as is strong knowledge of Microsoft Windows.
• Experience dealing with multiple tasks simultaneously, a high level of organizational skills, strong communication skills, exceptional customer service skills, follow through, and excellent written and interpersonal skills.

Substitutions Allowed:

Applicants who do not meet the minimum qualifications as stated are encouraged to put in writing precisely how their background and experience have prepared them for the responsibilities of this position and by providing appropriate references. Exceptions to the degree requirements may be made for compelling reasons.

Preferred Qualifications:

• Prior experience working at a help desk and/or copy center.
• Strong troubleshooting, customer service skills, and professionalism.
• Some knowledge of MacOS, iOS, Android, and ChromeOS.
• Skilled in working with computer hardware, software, copiers, and printers in a networked environment.
• 1 year of experience providing technical support to students, faculty, and staff.

Example of Job Duties:

Under the direction of the Interim Director of Information Technology and in collaboration with the campus-based IT department staff and other CT State and System Office IT staff as appropriate, the Help Desk & Copy Center Support Assistant is responsible for the following through effective performance in these essential duties:

• Assist departments using Uniflow copiers throughout the campus.
• Provide basic maintenance and upkeep of copiers such as clearing paper jams and replacing supplies.
• Install, configure, maintain, and repair college computers. Provide support for network issues and other related equipment, devices, and systems.
• Enter and update support information and documentation in ServiceNow.
• Support users with basic technology issues such as logins, navigating computer systems, college software, and online resources. Perform password resets and assist with multifactor authentication, Wi-Fi access, answering how-to questions, and more.
• Represent IT in a positive and professional manner.
• Assign proximity cards to users.
• Provide first-level contact and support for students, faculty, and staff to investigate problems, determine possible solutions, and to test and implement solutions. Support user activities and administer user workstations. Quickly respond to all user questions received via ServiceNow, telephone or in-person providing accurate, secure, and reliable information. Escalate unresolved issues to the next level of support.
  • Install, configure, maintain, and repair college computers. Provide support for network issues and other related equipment, devices, and systems.
  • Support users with basic technology issues such as logins, navigating computer systems, college software, and online resources. Perform password resets and assist with multifactor authentication, Wi-Fi access, answering how-to questions, and more.
  • Provide support over the phone, in-person, and through ServiceNow.
  • Assist the IT department staff by working on various initiatives, tasks, projects, and incidents.
  • Represent IT in a positive and professional manner.
  • Enter and update support information and documentation in ServiceNow.
  • Maintain effective working relationships with the college community to support user activities.
  • Stay up to date with product and technical knowledge to ensure utilization of the latest computer and network technologies.
• Track copier supplies and follow proper procedures when reorders are needed.
• Maintain effective working relationships with the college community to support user activities.
• Provide support over the phone, in-person, and through ServiceNow.
• Stay up to date with product and technical knowledge to ensure utilization of the latest computer and network technologies.
• Train and assist faculty and staff to operate copiers.
• Provide basic support in the Copy Center and for department copiers:
  • Process copy jobs provided by faculty and staff.
  • Train and assist faculty and staff to operate copiers.
  • Provide basic maintenance and upkeep of copiers such as clearing paper jams and replacing supplies.
  • Track copier supplies and follow proper procedures when reorders are needed.
  • Assist departments using Uniflow copiers throughout the campus.
  • Assign proximity cards to users.
• Process copy jobs provided by faculty and staff.
• Assist the IT department staff by working on various initiatives, tasks, projects, and incidents.

This posting includes qualifications, experience and skills but is not limited to the full specifications stated in the job description.

Salary:

$30.75 hourly

Application Instructions:

To apply you must submit a cover letter and resume.

Incomplete applications or those submitted after the closing date will not be considered and links to other sources to view resumes are not acceptable.

All employment, if offered, is contingent upon proof of citizenship or employability under the requirement of the Immigration and Control Act (IRCA) and the successful passing of a background check. CSCU is committed to providing a safe campus community. Background investigations include reference checks, a criminal history record check and, when appropriate, a financial (credit) report or driving history check.

Continuing Notice of Nondiscrimination

CSCC does not discriminate on the basis of race, color, religious creed, age, gender, gender identity or expression, national origin, marital status, ancestry, present or past history of mental disorder, learning disability or physical disability, veteran status, sexual orientation, genetic information or criminal record. The following persons have been designated to handle inquiries regarding the non-discrimination policies: Nicholas D'Agostino Director of Equal Employment Opportunity [email protected]

CSCC IS AN AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER, M/F

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