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Augusta Technical College

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Job Description:

JOB SUMMARY

The Help Desk Assistant is responsible for working directly with faculty and/or staff to provide basic technology support.

MAJOR DUTIES

• Provide end user support and customer service;

• Initiate and maintain customer support for computer software and application services;

• Monitor Help-Desk work orders, providing support and resolution.

• Resolve routine problems as instructed or escalate more complex issues to appropriate personnel;

• Install, upgrade, and troubleshoot hardware and software as needed;

• Instruct customers in correct procedures, special requirements, restrictions, and supporting documentation needed to complete the relevant process;

• Respond to questions from callers and walk-ins, providing general information and helping to resolve issues with technology in offices and computer labs.

• Remain abreast of commonly used software, hardware, and other equipment.

• Follow standard Help Desk operating procedures;

• Assist users with minor problems in media-equipped classrooms.

• Become familiar with available help resources, policies, services, and staff; stay updated on campus technology changes or problems.

• Assist in maintaining IT Department inventory, including additions, transfers, and surplus of equipment;

• Performs other duties as assigned.

COMPETENCIES

• Knowledge of computer software configuration and customization.

• Knowledge of the tools and techniques used in the diagnosis and resolution of computer software and hardware problems

• Skill in the operation of computers and job-related software programs

• Good decision making and problem-solving skills

• Effective oral and written communication skills

• Ability to evaluate and analyze existing applications and identify deficiencies

• Good interpersonal skills and the ability to work well with others.

• Effective oral and written communication skills.

• Working knowledge of common operating systems (Windows 11) and software applications (Microsoft Office Suite).

WORK ENVIRONMENT

• Handle a constantly changing flow of traffic.

• Be able to prioritize multiple assignments.

• Exercise patience and professionalism at all times.

• Work a flexible schedule, including evening and weekend assignments.

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.

• Stand, walk, and sit for extended periods of time.

• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.

• Lift and/or move up to 50 pounds.

• May require use of portable or folding ladders 3 – to 20 – feet in height.

MINIMUM QUALIFICATIONS

A high school diploma or equivalent and one (1) year work related experience.

PREFERRED QUALIFICATIONS

• Experience in a customer service, call center, or help desk setting.

• Familiarity with troubleshooting common PC hardware problems.

• Ability to work responsibly with or without direct supervision.

Minimum Qualifications:

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.