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Job Function:

This is a technical support position responsible for assisting with the daily operations of the technical services help desk in MCC's Technology division, providing first-line routine diagnosis and troubleshooting of computer problems related to software, basic hardware, or peripheral equipment. Key duties include answering calls and triaging tickets through our support request system and replying to emails. This position also helps with installation and/or instruction on the fundamental concepts of software packages, performs basic hardware/software troubleshooting, provides user training, and documents problems, with a focus on excellent customer service.

TYPICAL WORK ACTIVITIES: (All need not be performed in a given position. Other activities may be performed, although not listed.)

+ Receives and responds to telephone inquiries and requests related to operational problems of a computer system

+ Prepares job tickets

+ Assists with troubleshooting of reported problems

+ Prioritizes telephone inquiries and requests based on urgency

+ Assigns job tickets to appropriate staff

+ Assists in the coordination of the development of help desk strategies

+ Assists in the training of help desk users

+ Attends training seminars and workshops on help desk operations

+ Resolves microcomputer user problems through telephone, screen sharing, and remote control of the desktop

+ Installs software and updates for computers

+ Respond to cybersecurity events, such as unwanted software, phishing attacks, and unauthorized access attempts, by following established cybersecurity protocols and implementing appropriate remediation measures

+ Use, troubleshoot, and resolve issues related to cloud applications and services (such as email, file storage, and collaboration tools), including connectivity problems, authentication errors, and data synchronization issues

+ Use an online ticketing system to receive, update, and track support requests

+ Contact external vendors to schedule repair services (e.g., printers)

+ Work with external vendors for Return Merchandise Authorization for equipment under warranty

FULL PERFORMANCE KNOWLEDGE, SKILLS, ABILITIES, AND PERSONAL CHARACTERISTICS:

Good knowledge of computer technology, computer operation, and equipment usage, including hardware, software, and networking terminology; organizational ability; ability to maintain records, ability to communicate orally and in writing; ability to establish and maintain effective professional relationships; ability to schedule resources; good judgement; physical condition commensurate with the demands of the position.

MCC Expectations:

+ Adheres to the College Code of Conduct.

+ Contributes to, supports, and maintains an equitable, inclusive, and collaborative College environment.

+ Maintains technological competencies utilized by the College.

+ Commits to the philosophy of a comprehensive community college.

+ Commits to professional growth. which includes seeking ongoing training in diversity, equity, and inclusion to better serve students.

Job Requirements:

Required Qualifications:

+ Must currently hold the Monroe County Civil Service title of Help Desk Assistant or be reachable on the current eligible list for this title; OR

+ Graduation from high school or possession of an equivalency diploma, plus EITHER:

+ (A) Graduation from a regionally accredited or New York State registered college or university with an Associate's degree in a computer science, information technology, or closely related field; OR,

+ (B) Two (2) years paid full-time or its part-time equivalent experience assisting in the resolution of operational problems of a computer system; OR,

+ (C) An equivalent combination of education and experience as defined by the limits of (A) and (B) above.

SPECIAL REQUIREMENTS: If you are appointed, you will be required to have a valid license to operate a motor vehicle in New York State or otherwise demonstrate your capacity to meet the transportation needs of the position.

Preferred Qualifications:

+ Bilingual and able to read, write, and speak Spanish, or other languages, proficiently

+ Good knowledge of computers, storage devices, printers, mobile devices, and computer peripherals

+ Working knowledge of basic troubleshooting procedures for hardware and software issues

+ Familiarity with commonly used software applications, including Microsoft 365 and web browsers

+ Ability to instruct others in the operation of computers and peripheral equipment

+ Ability to keep and maintain inventory and simple records

+ Experience using iSupport or other IT service management (ITSM) software to document and track service requests

+ Familiarity with endpoint management systems such as Microsoft Configuration Manager (MECM) or Intune

+ Awareness of cybersecurity best practices, including password hygiene, data protection, and phishing prevention

+ Ability to assist in preparing and proofreading brief technical communications or user guidance articles (e.g., "Tech Tips" or service reminders) for publication in College announcements

+ Ability to communicate effectively and courteously with users of varied technical skill levels

+ Experience supporting hybrid and remote users using approved remote assistance tools

+ Ability to work both independently and collaboratively in a team-oriented environment

Additional Information:

Job Type: Full-time, Permanent

Hours: 8:45 am - 4:45 pm, Monday - Friday

Salary: $43,503.76 - $55,687.73

Pay Transparency Disclaimer: The posted salary range represents the full salary scale for this position, which includes all pay steps within the range. The starting salary for all new hires is typically at the entry-level figure, as determined by the step placement of the Collective Bargaining Agreement. Progression through the range occurs over time based on established criteria such as length of service and performance. This range is provided to give applicants an understanding of the potential earnings over the course of a career in this role.

MCC offers a Flexible Work Policy for benefit-eligible employees. Types of flexible work arrangements include flextime/staggered shifts, remote work/telecommuting, and compressed work schedules. The availability of flexible work arrangements varies by division, department, and position, based on business and operational needs. Limitations to flexible work arrangements are outlined in the official policy.

Prohibition of Remote Work Outside New York State: Remote work locations outside New York State are not authorized by the College due to out-of-state tax and regulatory implications. In limited circumstances, prompted by business or operational needs, the College may approve requests to work remotely outside of New York State, on a short-term, temporary basis.

Monroe Community College prohibits discrimination based on race, color, religion, sex, sexual orientation, pregnancy, familial status, gender identity or expression, age, genetic information, national or ethnic origin, physical or mental disability, marital status, veteran status, domestic violence, victim status, criminal conviction, or any other characteristic or status protected by state or federal laws or College policy in admissions, employment, and treatment of students and employees, or in any aspect of the business of the College.

Notice Non-Discrimination (http://www.monroecc.edu/diversity/notice-of-non-discrimination/)

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