Technician, Service Desk
Job Summary
In accordance with established customer service and support policies and procedures, this position will report to Manager Service Desk providing service desk diagnostic support. Responsibilities will include interface to all HCC Faculty, Staff and Student as 1st call resolution, quality assurance, and technical point of contact for IT via service desk best practices and end user work order requests. This position will provide troubleshooting assistance to Service Desk Technician Sr. via the reporting system and service outages as reported to the Service Desk for support.
ESSENTIAL FUNCTIONS
Process all service calls to the Service Desk via a work order request incident or task in BMC.
Create all incidents for faculty, staff and student requests with hardware and software issues, desktop support needs, student enrollment and registration inquiries and account password reset support, and process as 1st call resolution and close.
Create all tasks for all faculty, staff and student requests requiring specialized support and route to IT work groups for support and resolution;
Ensure all faculty, staff and student needs are supported via the Customer Support service level agreement (SLA) as it relates to customer service, best practices and service and system offerings.
Responsible for utilizing Automated Call Distributor (ACD) and Unified Call Content Express (UCCX) service desk agent systems in support of call accounting and processing.
Responsible for notifying internal and external users of identified service and system issues and confirmed outages in IT.
Responsible for notifying work groups of requested hardware/software desktop services, installations and repairs.
Responsible for troubleshooting service issues over the telephone with users.
Interact with other Service Desk Agents to research problems and provide resolution for users. Assist with maintaining historical work order databases.
Assist end user to determine scope of work for service requests.
Research and assist with staff training on potential use of existing technology and new technology.
Assist with event management planning, planned service outages or upgrades in IT.
Manage and prioritize workload as defined by call volume and IT projects.
Provide after-hour, weekends and holiday support as required by needs of the business or scheduled or unscheduled service maintenance windows.
*Must have a reliable internet access at home to work remotely under some circumstances.
Perform other duties, tasks and assignments as required.
QUALIFICATIONS
Education & Experience
• High School Diploma or GED required
• Associate degree in computer science or related field preferred
• 2 years direct work experience in service desk or automated call distributor (ACD) and unified contact center environments required
Licensing & Certification
• Valid Texas Driver License
• HDI Support Center Analyst Certification preferred
Special Skills
• MS Office Programs
• Information Management Systems
• Basic Operating System Software
• Basic Remote Support
• Basic Hardware and Software Troubleshooting
Competencies
• Delivering High Quality Work
• Accepting Responsibility
• Serving Customers
• Supporting Organizational Goals
• Driving Continuous Improvement
• Acting with Integrity
• Thinking Critically
• Managing Change
• Communicating Effectively
Working Conditions
General office. Must be able to perform all job requirements with or without reasonable accommodations; remain in a stationary position during shift; move items weighing up to 25 pounds; position self to operate job equipment; apply established protocols in a timely manner. Must access, input and retrieve information from technology devices; communicate with others to accomplish job requirements. May be required to work after hours to include weekends and holidays.
SECURITY SENSITIVE: This job class may contain positions that are security sensitive and thereby subject to the provisions of Texas Education Code § 51.215
The Organization
Houston Community College (HCC) is composed of 14 Centers of Excellence and numerous satellite centers that serve the diverse communities in the Greater Houston area by preparing individuals to live and work in an increasingly international and technological society. HCC is one of the country’s largest singularly-accredited, open-admission, community colleges offering associate degrees, certificates, workforce training, and lifelong learning opportunities.
The Team
Play a central role at HCC as you keep our everyday operations running like clockwork. You’ll get the chance to make things happen and work closely with inspiring leaders across different parts of the institution. Whether your role is supportive, administrative, financial or something else, you’ll be part of a dynamic team that not only provides HCC students with cutting-edge academic and career tools, it also takes care of its people.
Location
Houston is a city with limitless possibilities:
- Fourth-largest city in the U.S. and home to 54 Fortune 500 companies, second only to New York City’s 55.
- Approximately 145 languages are spoken here.
- Overall after-taxes living costs are 5.6 percent below the average for all 308 urban areas recently surveyed.
- Houston is a major-league sports town, and don’t forget the annual Houston Livestock Show & Rodeo.
- The weather is great! Mild winters ensure that outdoor activities can be enjoyed year-round.
- World-renowned medical care. The Houston metro area has long been known for its first-rate healthcare system, with many Houston area hospitals consistently ranking among the nation’s top institutions.
- With over 150 museums and cultural institutions in the Greater Houston area, museums are a large part of Houston’s cultural scene.
- Houston is the Culture & Culinary Capital of Texas with more than 7,500 restaurants and eating establishments covering 60+ cuisines.
If this sounds like the role for you and you’re ready to join an amazing team, please apply right away.
EEO Statement
Houston Community College does not discriminate on the bases of race, color, religion, sex, gender identity and expression, national origin, age, disability, sexual orientation or veteran’s status. The following person has been designated to handle inquiries regarding the non-discrimination policies:
Sandra B. Jacobson, J.D., M.Ed., SHRM-SCP, Interim Director of EEO and Compliance & Title IX Coordinator
Office of Equal Opportunity and Title IX
PO Box 667517
Houston TX, 77266
713 718.8271 or hcc.oeotix@hccs.edu
HCC values its employees and their contributions, promotes opportunities for their professional growth and development, and provides a positive working and learning environment that encourages involvement, innovation, and creativity.
Individuals with disabilities, who require special accommodations to interview, should contact (713) 718-8565.