Help Desk Associate

Help Desk Associate - Information Technology Services

Henry Ford College (MI) offers an opportunity for a Help Desk Associate in Information Technology Services. This position is responsible for providing advanced user technical support and Help Desk services at Henry Ford College. Duties of this position include diagnosing, troubleshooting, and providing solutions for user technical issues on HFC systems; troubleshooting HFC system and application software; creating and assigning Help Desk tickets to ITS staff, developing, and maintaining on-line and hard copy documentation and training materials. A strong understanding and practical experience using Ellucian Colleague, Microsoft Office 365, Outlook E-mail, and Password Management software are needed in this position. Schedule: Monday - Friday, from 10:30 a.m. - 7:00 p.m.

Core Competencies and Qualifications

Associate degree in business, computer science, or related area and two years of experience or commensurate experience. A combination of education and relevant experience may be considered. Advanced knowledge of Windows 10 and 11 client configuration with experience in diagnosing failed components of PC compatible systems is required. Two (2) or more years' experience and troubleshooting Microsoft Windows PC systems in a networked environment. Experience with using Ellucian Colleague. Experience installing, using, and troubleshooting applications such as Microsoft Office 365, Adobe Creative Cloud, and Outlook. Experience with user-related issues and questions regarding Exchange/Outlook. Experience with networking and networked file systems. Excellent oral and written communication skills. Demonstrated ability to provide efficient and courteous service by phone and in person. Ability to work under time pressure providing service for a large user community. Ability to respond to user requests politely and professionally via phone, MS Teams, e-mail and in person. Ability to convey basic, intermediate, and advanced technology concepts in one-on-one, on-line, and phone settings. Ability to understand and diagnose problems communicated via both oral and written problem reports and effectively communicate solutions, excellent interpersonal skills. Ability to work with others as part of a highly technical service organization. Strong problem-solving and analytical skills are required. Ability to accurately describe and convey technical issues to ITS staff. Ability to determine when technical issues require escalation to higher level ITS staff. Ability to travel across campus to attend meetings and be a member of HFC Committees. Ability to read and apply information in technical manuals, release notices, and service patch releases. Ability to assist users and answer questions concerning the functionality of the latest versions of HFC supported software applications.

Customer Service - Works with clients and customers to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services. Help Desk Applications - Using a help desk application, assigns tickets to technicians when necessary. Troubleshooting Basic - Assists end users in the diagnosis and aids in the solution of technical problems. Escalates to appropriate technician when necessary. Computer Skills - Uses computers, software applications, databases, and automated systems to accomplish work. Technical Competence - Uses knowledge that is acquired through formal training or extensive on-the job experience to perform one's job; works with, understands, and evaluates technical information related to the job; advises others on technical issues. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

Essential Duties and Responsibilities including but not limited to

• Working as a member of a team in Network and IT Infrastructure, provide support for Windows PCs in a networked environment in both offices and instructional labs.
• Answer the Help Desk phones in a courteous and friendly manner; respond appropriately to user requests and problems; perform initial problem analysis and triage problem to Network and IT Infrastructure technical staff when appropriate. Monitor Microsoft Teams for user requests.
• Maintain liaison with network users and technical staff to communicate the status of problem resolution to network users; log and track requests for assistance using Help Desk software; assign work tickets to appropriate technical staff.
• Must be on time and handle walk-in questions.
• Actively check for voice mail & email messages left at the Help Desk.
• Coordinate efforts of technicians that are assigned service tickets.
• Organize and prioritize information and phone calls for the Director. Sort, distribute mail, answer phone, and take messages.
• Work non-standard shifts as required by the needs of the project.
• Perform other related duties as assigned by the Director of Network and IT Infrastructure.

While we have attempted to capture the core functional responsibilities in the role, the statements contained in this job announcement reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required, and the scope of responsibility. It should not be considered an all-inclusive listing of work requirements. Therefore, performing additional job-related duties not listed above may be required as assigned.

Additional Information

Henry Ford College takes great pride in offering a variety of comprehensive and industry-leading programs and resources to support the health and well-being of our team members and their families. Being an industry leader means giving back to our most valuable asset – our employees. HFC Offers:

• Employee assistance program
• 403B and 457B saving and retirement plans with Roth contribution options
• Vacation time/PTO
• Holidays
• Tuition waiver
• Comprehensive medical insurance
• Employer paid vision and dental
• Long/short term disability
• Flex spending and health saving accounts
• Professional Development opportunities