Garden City Community College · 3 hours ago
Help Desk Administrator & Level 1 Technician Coordinator
Garden City, KS 67846
Full-time
Onsite
Mid, Senior Level
2+ years expGarden City Community College is an institution dedicated to providing quality education to our students and supporting our faculty and staff with exceptional IT services. We are seeking a Help Desk Administrator & Level 1 Tech Coordinator to lead our Level 1 technical support team, ensuring seamless communication and collaboration with our Level 2 support and others within the IT Department.
Higher Education
Responsibilities
Collaborate with the Executive Information Officer (EIO) to assist in the performance evaluations of Level 1 Techs. Provide feedback and insights regarding the team's performance and contributions
Lead and mentor a team of Level 1 Techs, offering guidance, training, and fostering a collaborative team environment
Schedule and assign tasks to the Level 1 team to ensure timely resolution of support requests. Act as a point of contact for team coordination
Act as a liaison between the Level 1 support team and the Level 2 support team
Facilitate effective communication and escalation of technical issues to the appropriate teams for resolution
Ensure that Level 1 Techs have access to necessary resources and guidance from Level 2 support when required
Address complex issues and assist Level 1 Techs in problem resolution and collaborate with Level 2 technical support team members to ensure the efficient resolution of advanced technical issues related to campus IT infrastructure, including hardware and software
Monitor help desk performance metrics and implement improvements to enhance service quality
Collaborate with other IT teams to plan and execute technology upgrades and maintenance activities
Troubleshoot and resolve advanced technical issues related to campus IT infrastructure, including hardware and software
Maintain accurate documentation of common support issues and solutions, tailored to the college's unique systems and applications
Ensure outstanding customer service by upholding a high level of professionalism and responsiveness when assisting the college community
Handle escalated inquiries and concerns from students, faculty, and staff with sensitivity and efficiency
Qualification
Required
Two years to five years of similar or related experience
Proven experience in IT support, with demonstrated expertise in troubleshooting and resolving technical issues
Bachelor's degree in IT, Computer Science, or a related field
Exceptional communication and interpersonal skills, with the ability to interact effectively with students, faculty, and staff
Flexibility to work in an academic environment with varying workloads, such as peak registration periods and exam seasons
The work requires moderate physical exertion such as long periods of standing, repetitively lifting lightweight objects with frequent bending or stooping, recurring lifting of moderately heavy items such as computers, printers or record boxes
Occasionally lifts heavy objects (over 50 pounds)
Job requires average agility and dexterity
Preferred
Previous supervisory or team leadership experience in an educational setting is advantageous
Strong knowledge of campus IT systems, educational software, and learning management systems
Proficiency in using help desk ticketing systems
Relevant IT certifications (e.g., ITIL, CompTIA A+) are a plus
Company
Garden City Community College
Garden City Community College is a school in Garden City.
201-500 employees
H1B Sponsorship
Garden City Community College has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (1)
Funding
Current Stage
Growth StageLeadership Team
Marc Malone
Vice President for Instructional Services, CAO
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