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The Helpdesk Analyst is a member of the College Technical support team. This position is responsible for resolving computer hardware and software services issues as well as managing classroom audio-visual (AV) equipment for the College. Additionally, this position is responsible for providing expertise, training, coordination and support of all academic technologies including, but not limited to, student and faculty laptop computers, student and faculty software and College AV equipment.

ORGANIZATIONAL RELATIONSHIPS

+ Responsible to the Lead Helpdesk Analyst with support responsibility to all other departments and college personnel as necessary.

SPECIFIC DUTIES AND RESPONSIBILITIES

+ Maintain, analyze and repair hardware and software systems.

+ Responsible for daily help desk functions, addressing all incoming support requests via email, phone, remote access and in person trainings.

+ Troubleshoot and problem solve key issues and escalate complex issues only when no resolution is identified.

+ Set up and configure new systems, new applications and assist in the management of all the College’s current application upgrades.

+ Coordinates activities in support of user training and assistance requests for all programs.

+ Trains users in learning new College provided applications and assists in problem-solving for applications issues.

+ Maintains records, logs and reports of assistance.

+ Maintains network and PC preventive maintenance logging efforts to ensure network and data integrity.

+ Tests new software applications and recommends purchases where required.

+ Update the Knowledge Base with solutions as appropriate.

+ Perform other duties as assigned.

Qualifications

KNOWLEDGE, SKILLS, AND ABILITIES

+ Ability to r eceive, express and determine accuracy of detailed information that is transmitted visually and verbally;

+ Ability to perform multiple assigned duties with time pressures and frequent interruptions;

+ Ability to communicate effectively in writing and orally to read, receive, express and determine accuracy of detailed information;

+ Ability to work independently and autonomously and concentrate for extended periods of time;

+ Ability to extensively, frequently and competently use computers, related application software programs, other necessary IT equipment and general office equipment, using the computer screen to read pertinent information on the screen while also adjusting to distance and depth perception;

+ Ability to analyze and resolve difficult problems; and

+ Ability to work various hours, including weekends and evenings as job requires.

EDUCATION AND EXPERIENCE

+ Associates degree in Computer Science, Microcomputer Applications or related field; Minimum of 2 years of providing technical support in a helpdesk or desktop support environment, or an equivalent combination of experience.

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT

+ Perform sedentary to light work in a ventilated, lighted and temperaturecontrolled office setting.

+ Frequent need to stand, stoop, walk, sit, lift light objects (up to 25 pounds) and perform other similar actions during the workday.

+ Repetitive movement of hands and fingers, typing and/or writing.

+ Lift and carry a minimum of 25 pounds.

Palmer College provides a generous array of benefits for full-time employees, including but not limited to:

+ Paid Time Off annually – 10 vacation days; 12 sick days; *16 holidays

+ Health Benefits - Health, Vision, Dental insurance, flex spending, Health Savings Account

+ Retirement - Invest 4% and earn up to 12% after 1 year and immediate vesting

+ Free Chiropractic care for employees and their dependents

+ Health/Wellness Plans offered to you and your spouse

+ Variety of Voluntary Insurance plans available