SE, TSS Helpdesk Agent, ST/WS9917

SE, TSS Helpdesk Agent, ST/WS9917

Salary

$16.00 Hourly

Location

Prescott, AZ

Job Type

Student Worker

Job Number

2023-00423

Department

Technology Solution Services

Opening Date

06/24/2023

Closing Date

9/30/2023 11:59 PM Arizona

Description

Benefits

Questions

Description of Position

Position may close before the posted end date without notice. Applications will be reviewed as they are received. Position open until filled.

Position Supervisor: Erik Kennedy

Department/Office: Technology Support Services

Pay Rate: $16.00 per hour, 15 - 25 hours per week depending on department need, availability of funds and student eligibility .

This position will gain marketable work experience by working with Yavapai College staff, Faculty and affiliates in a group effort to support the mission, goals and values of Yavapai College.

Technology Support Services Assistants support the mission of the TSS department by providing technical support to the college community and by assisting TSS staff with operational and project completion tasks.

This position will serve primarily in the role of a Helpdesk Agent

Helpdesk Agents are the first point of contact for students, staff and faculty seeking technical assistance for college technology issues. Helpdesk Agents provide level one technical support over the phone, in person, or by using remote computer utilities.

This position has an intense focus on individual customer service with a focus on resolving or escalating helpdesk tickets in a timely and complete fashion. This position is trained and supported by full time helpdesk staff.

This position will occasionally serve in the role of a Field Technician

Field Technicians will install, repair, upgrade and replace a wide range of computers and peripheral equipment, including PC's, Macs, Printers, Monitors and associated cabling. They will also assist with a wide range of presentation technology, audio-visual, and classroom technology equipment, including projectors, document cameras, audio-video equipment, computers, and other elements as required.

Field Technicians will perform preventative maintenance in classrooms and computer labs. They will work on technology integration and installation projects including physical installation, wiring and project site maintenance and cleanup. They will also assist the TSS Operations Coordinator with receiving and accounting for new equipment, shop care and maintenance and other duties as assigned.

Minimum Expectations & Requirements

Must be currently enrolled in at least 6 credits hours

All hiring documents must be completed prior to first work shift, including acceptable documentation for the I-9 Form

Work with a diverse student population

Exhibit patience and a positive attitude

Demonstrate reliability and good customer service skills

Demonstrate good communication and interpersonal skills

Demonstrate time management and organizational skills, and ability to complete a variety of tasks on immediate or extended timelines

Maintain work area in a clean and organized manner

Adhere to the code of confidentiality in certain cases where discretion should be used

Adhere to Yavapai College Code of Conduct as well as FERPA guidelines

Have a strong understanding of technology and the ability to use it effectively and efficiently

Must have the following skills/characteristics: leadership, dependability, initiative, enthusiasm, discipline and willingness to grow both personally and professionally

Preferred Skills & Abilities

Prior work experience and/or transferable skills with computer hardware and software, AV technology, physical technology installation and/or system wiring.

Prior work experience in customer service

Ability to safely climb ladders to service ceiling mounted equipment

Essential Functions

The start date, to occur no sooner than July 1st of the current aid year, of this position will be determined by the hiring supervisor after an applicant is hired. This position has a standard end of assignment date of June 30th of the current aid year. Assignment may end sooner or be extended depending FWS eligibility, availability and/or department need.

This position is employed by Yavapai College, unless otherwise noted in the above job description. Location of this position is noted in the above job description. Yavapai College campus addresses are as follows:

Prescott Campus

1100 E Sheldon Street

Prescott, AZ 86301

Verde Valley Campus

601 Black Hills Drive

Clarkdale, AZ 86324

Career & Technical Education Center (CTEC)

220 Ruger Road

Prescott, AZ 86301

Chino Valley Agribusiness & Science

2275 Old Home Manor Drive

Chino Valley, AZ 86323

Prescott Valley Campus

6955 Panther Path

Prescott Valley, AZ 86314

Sedona Center

4215 Arts Village Drive

Sedona, AZ 86336

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements and competencies listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is frequently required to use hands to finger, handle, or feel. The employee is occasionally required to stand; walk and reach with hands and arms. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet.

Yavapai College offers its employees a comprehensive benefit package:

Medicare: Provides basic health insurance at age 65

Other Insurance Coverage: Workers' Compensation (compensation, medical expenses and death benefits for on-the-job injuries or occupational diseases)

Unemployment Compensation: Employees who are laid off or terminated may receive benefits if covered wages meet requirements

Direct Deposit: Paychecks deposited directly into the employee's bank account(s).

Additional Benefits and Services: Bookstore discount, local community discounts to faculty and staff, mail and notary service.

01

Office of the Registrar – Confidentiality Requirement for Student Employees: I understand the confidential nature of working in a job on campus. I agree not to access information that I have not been authorized to use in performing my job duties. I will not disclose any confidential information other than as authorized to perform my job duties. Failure to comply will mean immediate dismissal from my job.

Yes

No

Required Question

Agency

Yavapai College

Address

 1100 E. Sheldon Street

Prescott, Arizona, 86301

Website

 https:// www. yc.edu/hr