Student Helpdesk Specialist

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Job Title:  

Student Helpdesk Specialist

Agency:

Chattahoochee Technical College

Job Requisition ID:

JR0000002986

Shift:

Any (United States of America)

Compensation Details:

$45,301.59 ANNUALLY

Job Description:

POSITION ANNOUNCEMENT

POSITION: Student Helpdesk Specialist

APPLICATION PROCEDURE: For your application to be considered complete, please submit the online application along with a cover letter, resume, and transcript (if applicable). Prior to hiring, candidates will undergo a pre-employment criminal background check, motor vehicle records review, and employer/professional reference verification. After initial screening, additional documentation may be requested.

POSITION DESCRIPTION: This position is one of a team of specialists in the area of Technology Advancement and Support. This position is responsible for general student client technology support that may include diagnosing and resolving issues pertaining to standalone and interconnected systems hardware, software and network devices used by Chatt Tech students. The position directly addresses technical issues for students both online and on 9 campuses in six counties. The position also serves as the technical liaison for over 10,000 students.  Reporting to the TAS Applications Administrator, the specialist works closely with the other Technology Advancement and Support staff to ensure that all servers and related services necessary for administration and instructional needs on the student domain are identified, investigated, purchased, inventoried, and maintained. The focus for the specialist is on the administration of the Student Helpdesk by providing support for Office365, OKTA, and other avenues of student learning. This position assists in troubleshooting technical and domain related problems with the students and serves as a conduit between the students and the College to resolve issues and identify changing needs in technology.

This position will also be a non-traditional schedule. Anticipated hours are 10 am – 7 pm.

MAJOR DUTIES:

Primary Duties

• Is accessible to all students to respond to iSupport tickets or email requests involving (limited to) student user, email, OKTA and Banner Accounts.
• Assesses the effectiveness of new technologies as they are introduced and implemented; works with end-users and revises or reconfigures systems as necessary to meet their needs.
• Proactively identifies ways to avoid the recurrence of customer issues by regularly improving processes, technical articles, and procedures.
• Responds to the needs of the department and the college by assisting other team members when necessary.
• Performs other related duties as assigned.

Secondary Duties

• Identifies and resolves problems in an efficient and timely manner and is responsible for ensuring any reported problem by an end-user is resolved.
• Will support and maintain Student Domain functions, including Active Directory, Group Policy, and Print Management.
• Will support and maintain Active Directory Synchronization between CTC systems and Student email systems.
• Additional responsibility as the College needs dictate.
• Specialized Duties
• Will communicate with Student Services to respond to any request of a technical nature regarding students.
• Provides training to the Technology Support Technicians to ensure their ability to support the new technologies introduced.

Morale, Communication, Compliance

• Effectively communicates technical information with team members and customers alike.

• Position may demand irregular hours to ensure services are configured and maintained in a manner to minimize the impact on the operations of the college on all campuses.

KNOWLEDGE REQUIRED:

• Interpersonal skills: negotiation, listening (for system requirements specifications by users/operators), customer service.

• Critical thinking skills.
• Server Operating Systems, configuration, and maintenance concepts, Trouble Shooting skills.
• Email administration skills, to include message transport, mail databases, Exchange hybrid deployments, recipient administration, and mail filtering rules.
• Domain administration skills, to include Active Directory, Group Policy, domain replication, print management, and DFS.
• Must act independently and be self-motivated.
• Computer/technology skills, to include Office applications, email, configuration tools, and Office 365.
• Ability to communicate effectively, both orally and written.
• Knowledge of programming systems, software and hardware configuration.
• Organization skills.
• Knowledge of State of Georgia data integrity and security policies preferred.
• Superior time management and prioritization skills.

MINIMUM QUALIFICATIONS:

• Bachelor’s degree in computer science, information systems or related field with 1-3 years of experience; or Technical associate’s degree with 3-5 years of information systems experience or

High School diploma or equivalent plus 5 -7 years of work experience in a technical helpdesk/support role.

• Possession of or ability to readily obtain a valid driver’s license issued by the State of Georgia for the type of vehicle or equipment operated.

SALARY/BENEFITS: $45,301.59 annually. Benefits include paid holidays, annual leave, and the State of Georgia Flexible Benefits Program. Please be aware that Chattahoochee Tech employees will be paid by direct deposit, unless exempted by the State Accounting Office based on “hardship” evidence provided by the employee.

TELEWORK: This position is telework eligible and will be based on work performance.

APPLICATION PROCEDURE: APPLY ONLINE ONLY @ www.chattahoocheetech.edu and select “Quick Links” then “Jobs & Careers.” For a complete file, fill out an online application, upload cover letter, resume and include three professional references’ contact information on application. Before a candidate is hired, a pre-employment criminal background investigation, motor vehicle records check and employer/professional reference check will be conducted. Following screening, candidates may be asked to submit further documentation.

RESPONSE DEADLINE: Open until filled. Screening will begin immediately.

ANTICIPATED EMPLOYMENT DATE: September 2026

EMPLOYMENT POLICY: Chattahoochee Technical College is accredited by the Southern Association of Colleges and Schools Commission on Colleges (SACSCOC) to award associate degrees, diplomas, and certificates. Questions about the accreditation of Chattahoochee Technical College may be directed in writing to the Southern Association of Colleges and Schools Commission on Colleges at 1866 Southern Lane, Decatur, GA 30033-4097, by calling (404) 679-4500, or by using information available on SACSCOC’s website (www.sacscoc.org).

As set forth in its student catalog, Chattahoochee Technical College does not discriminate on the basis of race, color, creed, national or ethnic origin, gender, religion, disability, age, political affiliation or belief, genetic information, veteran status, or citizenship status (except in those special circumstances permitted or mandated by law). The following person(s) has been designated to handle inquiries regarding the non-discrimination policies: Chattahoochee Technical College Title IX Coordinator, Shanequa “Nickkie” Warrington, Marietta Campus, 980 South Cobb Drive, Building C 1102B, Marietta, GA 30060, 770-975-4023, or SDWarrington@ChattahoocheeTech.edu, and Chattahoochee Technical College Section 504 Coordinator, Caitlin Barton, 5198 Ross Road, Building A1320, Acworth, GA 30102, (770) 975-4099, or Caitlin.Barton@chattahoocheetech.edu.

A Unit of the Technical College System of Georgia

Minimum Qualifications:

Associate's degree *and* Two (2) years of work related experience-Note: Experience may substitute for the degree on a year-for-year basis.

Equal Employment Opportunity Employer

The State of Georgia does not discriminate based on race, color, national origin, sex, religion, age, disability, or other protected categories in employment or the provision of services.
Qualified applicants may request reasonable accommodation when needed during the application and/or screening process by contacting the appropriate agency Human Resources department.