Manage the building and maintenance of the database of
work requests with documentation for future inquiries.
Analyze, develop and document clearly defined procedures
providing expert information that meets the needs of the
district's hardware/software operations.
Manage the tracking of service requests to resolution.
Manage, train and evaluate help desk employees.
Answer inquires, and resolve hardware/software problems
not resolved by the Help Desk Analyst or escalate the
work request to a second or third level technician for
Administrative Services, Network Support,
Telecommunications and local workstation issue
Oversee coordination of on-site technical support for
emergency status calls when software and/or equipment
failures occur, and notification of end users and
departments of any Information Technology system
Oversee all facets of Help Desk operation.
Oversee the maintenance and content of the Help Desk web
Abide by copyright laws.
Understand hardware compatibility issues.
Keep current on knowledge of network environment and
Perform other duties as assigned.
Performs all duties and maintains all standards in
accordance with college policies, procedures and Core
Bachelors degree in a related field from a regionally
accredited institution of higher education, that
includes at least 18 credit hours in computer courses.
Two (2) years of experience in a computer related
environment preferably resolving basic hardware/software
problems by assisting end-users with simple procedures
and processes for resolution of any Information
Minimum of one (1) year of supervisory experience.
***This is a Security Sensitive position. Therefore
candidates will be subject to a criminal background
Collin College - 17 months ago