College of Lake County · 20 hours ago
Help Desk Support Associate
Grayslake, IL
Full-time
Onsite
Entry Level
$19.75/hr - $19.75/hr
1+ years expThe College of Lake County (CLC) is seeking a Help Desk Support Associate to provide Tier 1 support to users of computers and related equipment. The role involves troubleshooting and resolving hardware and software issues, managing support tickets, and assisting in the development of technology standards and documentation.
Higher Education
Responsibilities
Consistently provides excellent customer service, displaying customer care best practices in support of students, faculty, staff, and other constituents
Troubleshoots and resolves computer hardware, software, peripherals, and networking issues at their root cause, in person and via phone, email, and chat
Uses efficient and effective troubleshooting techniques to gather information, identify the core of the problem, and determine its root cause
Efficiently and effectively escalates issues after an appropriate time or when issues require further expertise
Identifies and leverages opportunities to improve the productivity of faculty and staff by providing just-in-time training on optimal operation of computer hardware, software, and peripherals
Eagerly assists other Technology Support staff in resolving issues at their root cause
Accurately documents and maintains all support requests and efforts in the ticket management system. Ensures support tickets are appropriately transferred, escalated, and closed
Keeps customers updated on the status of their open incidents
Ensures that customers are satisfied upon ticket closure
Compiles, analyzes, and shares reports of interactions via ticket management system with employees, observing trends and suggesting process improvements based on the data
Communicates in a timely and tactful manner via email or other methods to share information on outages, upgrades, and other situations involving technology interruptions or process changes
Assists with documenting and maintaining up-to-date, accurate, and helpful information the department’s knowledgebase
Assists in the development and enforcement of computer hardware, software, peripheral, and networking standards and acceptable use policies for students, faculty, and staff
Assists with special projects as assigned
Acts as an IT liaison between faculty and staff to communicate changes, gather feedback, suggest improvements, and implement solutions
Models all institution and regulatory policies, procedures and standards
Utilizes self-appraisal to determine progress in meeting performance management system objectives and career goals
Proactively works with other members of the College to identify and implement key opportunities for operational improvements
Other duties as assigned
Qualification
Required
Bachelor's Degree or higher OR Associates Degree or higher with 6 months of experience in an information technology role OR 2 years of experience in an information technology role, at least 1 year of which was in a technology support role
Effective verbal and written communication skills
Ability to work effectively with a wide range of customers and a focus on diversity, equity, and inclusion
Committed to keeping up-to-date with the ever-changing technology landscape
Reflect a positive, high-energy and professional demeanor
Demonstrated ability to work well on and contribute to the high performance of a team
Demonstrated ability to prioritize and deliver according to deadlines while handling multiple tasks, ability to exercise judgment, handle confidential information, and function with minimal supervision
Demonstrated excellent organizational abilities and attention to detail
Ability to explain technical concepts and procedures to non-technical users
Ability to problem-solve, analyze information to make informed decisions and/or recommendations
Applies principles of logical thinking to a wide range of intellectual and practical problems
Ability to travel between campuses as needed
Proven ability to work effectively and constructively with persons of diverse cultures, language groups, and abilities; demonstrate sensitivity to and ability to work with the diverse academic, socioeconomic, cultural and ethnic backgrounds of community college students, faculty, and staff, including those with disabilities; establish and maintain effective working relationships with those contacted in the course of work
Preferred
Higher Education experience ideally in a community college setting
An innate focus on students and their success
Demonstrated ability to build and maintain strong relationships with internal and external stakeholders
Video creation/editing experience (Panopto, Adobe Premier, YouTube, etc.)
Bilingual in English and Spanish
Strong analytical skills
An interest in improving existing processes and procedures on a continual basis
Ability to manage projects as needed
Benefits
Blue Cross Blue Shield of Illinois health
Delta Dental
Superior Vision insurance plans
Tuition support for employees and qualified family members
Three retirement plans
Disability
Group and supplemental life insurance
Health and dependent care flexible spending account plans
A compressed work week in the summer (Closed Fridays!)
Generous vacation
Sick and personal time off
14 paid holidays each year
Company
College of Lake County
We are a comprehensive community college offering a wide range of academic program choices to meet students' educational needs at different points in their lives.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Kevin Appleton, CPA
Vice President for Business Services and Finance / CFO
Dr. Sylvia Johnson Jones
Executive Director-Community and Workforce Partnerships, Career and Job Placement Center
Recent News
Daily Herald
2025-04-01
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