EDP Systems Analyst II (Helpdesk Coordinator)

AFSCME Unit : Grade 21

Primary location : Lynn Campus. May need to work at other campuses as necessary

Hours: Monday- Friday, 8:00 a.m. to 4:00 p.m. (37.5 hours/week)

GENERAL STATEMENT OF DUTIES:  

This position provides customer service and technical support to the NSCC user community which is comprised of approximately 11,000 faculty, staff and students.  Responsible for first tier support, troubleshooting and triage of requests that are received via email, chat, telephone or in person. Requests will include topics such as access to network resources, assistance with account access (account set up and password resets), virus and malware removal, software installation and troubleshooting, and networked printers support. Act as the liaison between customers and Information Systems to ensure that support requests are resolved in a timely, efficient manner. Facilitate the successful closure of Help Desk tickets by entering and tracking all requests for support via our Help Desk ticketing software. Provide Help Desk and other statistical reports to management on an ad-hoc and scheduled basis.

DUTIES AND RESPONSIBILITIES:

Help Desk Coordination and Technical Support 

• Provide and maintain superior customer support, serving as the primary Help Desk triage resource.
• Resolve tier I issues via phone, email or in person, assign cases to appropriate staff and escalating cases to senior level staff as needed.  
• Utilize ticketing software to assign and track support requests to completion, employing effective and ongoing communication with customers and Information Systems support staff as necessary.  
• When appropriate, leverage technology tools to investigate support requests, whether in person or remote.  These tools may include, but are not limited to, remote meeting and remote access software.
• Provide basic support and troubleshooting of computer hardware and software. This includes, but not limited to, portal account access, VPN usage, multifactor authentication, VoIP and cellular telephony devices, Microsoft Office, Banner, Adobe products and basic networking/Active Directory principles. 
• Generate statistical reports via the Help Desk ticketing system to provide scheduled and ad-hoc metrics to the Information Systems management team. 
• Create and maintain Help Desk and end-user technical support knowledgebase documentation.

Overall Supervision and Coordination of Activities for Computerized Labs

• Hire and supervise all part time computer lab staff, develop staffing schedules, process paperwork and time sheet submittals to ensure internal procedure compliance.
• Train lab staff on daily operations, common problems, resolutions and underlying technical procedures
• Serve as liaison and & support contact for Open Labs and specialty labs such as the Testing Center and Accessibly labs at the Danvers and Lynn campuses.
• Ensure adherence to policies and procedures within the open computer labs.
• Proactively review policies and establish protocols for basic maintenance of computer equipment
• Perform other duties as required. 

Reports to: Administrator of User Services

Additional Information:

SALARY: Salary range $64,295.14 to $91,257.92 An appointment from outside the AFSCME Collective Bargaining Agreement must start at step 1 of the range, $64,294.14

Full time benefited employees at North Shore Community College are eligible for a comprehensive benefits package offered through the Commonwealth of Massachusetts. Click HERE for a highlight of these benefits.

STARTING DATE: ASAP

Application Instructions:

Submit resume and cover letter outlining how your experience meets the qualifications of the position.

• Associates degree in a related field or two years Help Desk experience, or an equivalent combination of education and experience.
• Exceptional customer service skills with experience in a high-volume, diverse setting.
• Proven analytical and problem-solving abilities.
• Exemplary oral and written communication skills, with the ability to translate technical issues into user-friendly language.
• Strong working knowledge of PC systems and usage, including Windows operating system and desktop applications such as MS Office, internet browsers and Adobe. Macintosh experience is a plus.
• Experience with cloud-based email and applications such as Google Apps
• Working knowledge of Active Directory concepts
• Motivation to continue learning and remaining current with new technologies.
• Capable of working in a busy work environment, coordinating multiple tasks simultaneously while keeping a positive attitude. 
• Highly self-motivated and directed, able to effectively prioritize and execute tasks.
• Demonstrated ability to think critically when resolving problems or applying policy.
• Ability to work in a team setting, fostering collaboration within the work group and across the organization.
• May be required to work varied shifts, irregular hours or overtime. Must be able to travel between campuses when necessary.
• Bilingual highly desired (Spanish preferred)
• Candidates will be required to pass a CORI/SORI and/or a National background check as a condition of employment.

COVID VACCINATION REQUIREMENT:
Candidates for employment should be aware that all North Shore Community College students, faculty and staff are required to be fully vaccinated by January, 2022. Accordingly, initial employment is dependent upon receipt and verification of full vaccination status records; details of how to fulfill vaccine record verification requirements will be provided during the hire and onboarding process.