Specialist, Help Desk

Specialist, Help Desk Salary: $15.00 - $25.86 Hourly Location: Bradenton Job Type: Department: Information Technology Services Job Number: 5300868 Closing: Continuous Job Summary Provides first level technical support to college wide end users in order to troubleshoot and resolve system related problems, facilitate service requests, and improve customer satisfaction. NOTE: Job descriptions and essential functions are subject to change due to advances in technology, utilization of work force, and other factors which may impact the College's need to modify position requirements. This position is a career-level position and is eligible for veteran preference. If you qualify, please complete the Veteran Preference section of the application and attach a copy of your DD214. Essential Duties and Responsibilities The following listing of essential job duties indicates the general nature and level of work required in this job. This is not designed to be a comprehensive listing of all the activities, duties, or responsibilities that may be required in this job. Individuals assigned to this job may be asked to perform other duties as required. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities of the job. Applicants may be asked to demonstrate any or all of the following duties: • Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance for users experiencing problems with hardware, software, networking, and other computer-related technologies. • Investigates and resolves software and hardware problems of computer users. • Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error. Determines whether problem is caused by hardware, software, or user error. • Handles problem recognition, research, isolation, resolution and follow-up for routine user problems. Refers more complex problems to supervisor or technical staff. • Troubleshoots user reports concerning system operations and diagnoses system software or hardware and recommends or performs actions to correct the problem either through remote control software or an office visit. • Logs and tracks calls using problem management database, and maintains history records. • Tests software and hardware to evaluate ease of use and whether product will aid user in performing work. Calls software and hardware vendors regarding products. • Writes or revises user training manuals and procedures. • Installs computers, software, and peripheral equipment. • Performs duties on multiple College campuses/sites as required. • Works with team members to review and streamline current processes and participates in implementation of changes. • Performs other duties as assigned. Job Qualifications The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. • Education/Experience: Associate's degree or equivalent from two-year college or technical school and one to two years related experience and/or training; or equivalent combination of education and experience. • Supervisory Experience: None required for position. • Language Ability: Ability to read and understand basic instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. • Math Ability: Ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals. Ability to perform calculations on standard measures of American currency and weight, volume, and distance. • Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram/chart form. Ability to deal with problems involving several concrete changes in standardized situations. • Computer Skills: It is essential to have the basic troubleshooting skills of computer hardware and software. Specific experience in the following technologies is expected: • Microsoft Windows 10 • Fortinet VPN Client Configuration • Microsoft Office Pro Plus (Word, Excel, PowerPoint, Outlook) • Web Browsers (not limited to Mozilla FireFox, Microsoft Edge, Google Chrome, Microsoft Internet Explorer) • Symantec Norton AntiVirus • Ethernet client configuration • TCP/IP client configuration • Wireless client configuration • ServiceDesk call tracking solution • Printer Configuration/Installations/Troubleshooting • Certificates and Licenses None required. Responsibility for People and Property: This position has no responsibility for people and property. Responsibility for Communication: Internal Contacts This position has routine contact with all levels of College faculty, staff, and students. External Contacts This position has occasional contact with the community, consultants, as well as software and hardware vendors. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, use manual dexterity, reach with hands and arms, and talk or hear. The employee is occasionally required to stand and walk. The employee must frequently lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color and ability to adjust focus. Pre-Employment Screenings: Employment is contingent upon successful completion of criminal background screenings and employment reference checks. In accordance with Florida law, applicants and employees are encouraged to review the AHCA Background Screening Education & Awareness webpage, which provides information and resources on background screening requirements. Visit the https://ahca.myflorida.com/health-quality-assurance/bureau-of-central-services/background-screening for more information . Statement of Non-Discrimination: State College of Florida, Manatee-Sarasota does not discriminate on the basis of sex, pregnancy, race, religion, age, national origin/ethnicity, color, marital status, disability, genetic information or sexual orientation in any of its educational programs, services and activities, including admission and employment. Direct inquiries regarding nondiscrimination policies to: Equity Officer, 941-752-5599, 5840 26th St. W., Bradenton, FL 34207. To apply, visit: https://apptrkr.com/7069120 Copyright ©2025 Jobelephant.com Inc. All rights reserved. https://www.jobelephant.com/ jeid-323fe480c8c37f448b44bea89665a1da