Santa Fe Community College · 11 hours ago
IT Service Desk Technician
Santa Fe, NM
Full-time
Onsite
Entry Level
$19.64/hr - $19.64/hr
2+ years expSanta Fe Community College is committed to empowering students and strengthening the community. The IT Service Desk Technician provides help desk support to end users, ensuring efficient resolution of technical issues and adherence to established support processes.
Higher Education
No H1B
U.S. Citizen Only
Responsibilities
Provides first-contact technical support to the SFCC Community remotely, over the phone, via email, or in person for software and hardware support and AV equipment maintenance, coordinating with team members and departments to resolve user problems
Provides account support for students, staff, and faculty for college information systems, while troubleshooting, researching, and resolving complex technical issues to satisfy tickets, work orders, and incidents
Provides technology support for large events, such as conferences, graduations, and departmental meetings
Provides follow-up to users’ requests, incidents, tickets, and work orders to ensure proper response and satisfactory resolution, while also addressing customer complaints and concerns. Educates users on procedures for resolving or preventing recurrence of technical problems and discusses technical issues with customers in non-technical and comprehensible terms, maintaining a strong service focus
Monitors and tracks ticket escalation. Documents and monitors users’ requests in the Office of Information Technology (OIT) ticketing system while assisting OIT staff to develop technical processes, as well as documentation and knowledge base articles, effective in quickly addressing user problems
Repairs or replaces non-functional Service Desk hardware to minimize downtime and enhance the overall productivity of the Service Desk
Participates in OIT project and change management and performs new initiatives. Contributes to the creation and implementation of Service Desk related procedures
Operates, supports, and works with smartboards, projectors, computers, thin clients, servers, printers, tablets, phones, and other devices. Interacts with printer vendors for printer maintenance and to obtain supplies
Attends educational programs, workshops, and seminars to learn new developments in the IT industry
Qualification
Required
Associate's degree in Computer Science, Computer and Information Technologies or a related field
2 years of job-related experience
Technical Capacity and initiative
Strong customer service and client focus
Strong problem solving and technical analysis skills
Organization skills and ability to manage multiple assignments and priorities
Strong commitment to privacy and confidentiality
Effective oral and written communication skills
Knowledge of Microsoft and Macintosh operating systems
Knowledge and skills in troubleshooting and configuration of computer hardware, printers, projectors, software installation, system maintenance, and operations
Basic knowledge of networking principles
Skills in utilizing and deploying Microsoft Office and other applications
Knowledge of related ITIL V3 principles and practices
Skills with Active Directory object management and group policy
Skills in working with SCCM and other client management tools
Ability to collaborate with Office of Information technology, as well as the general campus with courtesy, tact, and good judgement
Preferred
MCDST and CompTIA A+ certification
Experience with the installation, configuration and troubleshooting of Windows operating system and other productivity applications including Microsoft Office and Adobe products
Company
Santa Fe Community College
Empower Students, Strengthen Community.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Cori Bergen
Chief Information Officer
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