Senior Help Desk Technician - Johnson, United States - Office of the Chancellor

Description

Grade: 10

Bargaining Unit: VSC UP-PATFLSA: Non-exempt

About Us: The Vermont State College System (VSCS) supports the Community College of Vermont and Vermont State University in delivering high-quality higher education to students across the state. The VSCS focuses on providing affordable, high quality, student-centered, and accessible education through dynamic learning environments. As part of the VSCS, IT Shared Services supports all users with technology related needs.

Job Overview: As a Senior Help Desk Technician, you will play a crucial role in ensuring the smooth functioning of the Vermont State College System's IT systems and providing exceptional technical support to faculty, staff, and students. This position involves troubleshooting hardware and software issues, implementing system upgrades, and delivering excellent customer service.

Essential Duties and Responsibilities:

1. Technical Support: Provide advanced technical support for desktops, laptops, printers, and other peripherals. Troubleshoot and resolve hardware and software issues promptly.
2. User Assistance: Assist VSC faculty, staff, and students with IT related problems. Offer guidance on software applications, network connectivity, and system usage.
3. System Maintenance: Perform routine maintenance tasks, including software updates, patches, and hardware installations and replacements.
4. Documentation: Create and maintain comprehensive documentation for IT procedures, troubleshooting steps, and user guides. Keep documentation up-to-date and accessible to the IT team.
5. Training: Facilitate tier 1 IT training for end-users on IT best practices and effective use of university systems and applications. Or escalate requested training to the appropriate IT team when the requested training falls outside of their expertise.
6. Supervision: Mentor student employees in the role of computer technicians for the Office of Information Technology and supervise the work of student employees.
7. Collaboration: Collaborate with other IT professionals and vendor contacts to implement new technologies, resolve issues, improve system performance, and contribute to IT projects.
8. Escalation Support: Serve as a point of escalation for complex technical issues. Collaborate with IT team members and/or vendors to find efficient and effective solutions.

Qualifications:

• Associate degree in Information Technology, Computer Science, or a related field. Or an equivalent combination of education and experience.
• Proven experience as a Help Desk Technician or in a similar role.
• Strong knowledge of Windows, MacOS, Android, iOS, and iPadOS operating systems.
• Familiarity with network protocols, security, and troubleshooting.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Some supervisory experience

Location: Johnson, VT

VSCS values individual differences that can be engaged in the service of learning. Diverse experiences from people of varied backgrounds inform and enrich our community. VSCS strongly encourages applications from historically marginalized and underrepresented populations. VSCS is an equal opportunity employer, in compliance with ADA requirements, and will make reasonable accommodations for the known disability of an otherwise qualified applicant. Please contact Sarah Potter for assistance with accommodations at

This general outline illustrates the type of work which characterizes the job classification. It is not all an encompassing statement of the specific duties, responsibilities and qualifications of individual positions assign to the classification.