Part Time Central Helpdesk Support Representative at Central Arizona College in Coolidge, Arizona

Job Description:

Job Summary

Works in conjunction with all areas of Student Services to include campus tours, production of photo ID's (student, community, staff, faculty), special projects for registration, admission, marketing, outreach, advising, financial aid, and student accounts departments. Assist in the processing or registrations, and act as an extension of the registration department for when additional assistance is needed in that respective department. Provide immediate assistance to all that enter CAC student services lobbies. Provide first level support for inbound callers to Central Helpdesk line. Helpdesk support representative is responsible for the training and onboarding of new Central Helpdesk student employees, following the instruction and direction of the manager or director of Central Helpdesk department.

Position Note: Position available at Central Arizona College's Signal Peak, Responsibilities

• Primary responsibility is user support and customer service. Be present and visible in the Help Desk and available to users requiring basic technical assistance


• Provide front line assistance and triage of people entering all CAC student services lobbies district wide. Assistance can entail walking students through logging into their student account via a lobby computer, producing a photo ID, creating tour bags and acting as a tour guide for scheduled tours, answering basic questions, and triaging customers to other departments and areas of campus for 2nd level assistance.


• Respond to questions from callers and walk-ins; remotely assist students, staff, and faculty with basic technology problems, warm transfer to IT when need requires level 2 support.


• Learn fundamental operations of software required for Talkdesk and Vaquero Chat, Photo ID Technology/Badging System, Account Reset Tool, RICOH Copiers, Campus Nexus, 25 Live Pro, Blackboard, and Office 365.


• Follow standard Help Desk operating procedures; accurately log all Help Desk contacts using call tracking software.


• Be knowledgeable about CAC policies and procedures to help troubleshoot and accurately triage a student, community member, employee, or faculty member with a problem.


• Comply with a strict schedule of arrival and departure for assigned duties; maintain professional discipline and decorum in the Help Desk and other areas of campus where one may be assigned for a special project.


• Maintain the cleanliness of the lobby including kiosk computers. Responsible for assuring kiosks are turned on and operating properly each morning and remain functional throughout the day.


• Attend all Help Desk training sessions.


• Become familiar with available help resources, stay current with Teams communications, regularly check CAC employee email, remain knowledgeable of services and staff within CAC; stay updated on campus technology changes or problems.


• Direct calls to appropriate CAC staff and departments as necessary.


• Other duties as assigned by the Help Desk Manager or requested via other Student Services departments.


• Work with faculty, staff, and other College departments to improve end user satisfaction.


• Act as additional support to GED and ESL department with regards to processing initial admission into CAC. Once prospective student is admitted, Helpdesk employee will hand off student to GED and ESL department for finalization of class registration.


• Act as additional support to Admissions & Registration department with regards to processing class registration requests. Training of registration duties is overseen and facilitated by CAC registrar.

MARGINAL FUNCTIONS
:

This position may perform other duties commensurate with the functions and level of the position to include participating in committee assignments and the recruitment and retention of students.Qualifications

E

DUCATION: High School Diploma or GED

EXPERIENCE
: One semester as a Helpdesk student employee and/or demonstrated ability in subject area


DESIRABLE
: Experience in customer service, and computer operations

Knowledge, Skills, & Abilities

• Knowledge of using personal computer and a variety of equipment associated with a general office environment


• Knowledge of methods and techniques of learning and/or teaching students and staff


• Knowledge of student information systems/databases such as Blackboard


• Ability to process and analyze information accurately; detail oriented; strong creative ability


• Ability to work independently with minimal guidance and oversight


• Ability to learn with rapid proficiency on all current proprietary software


• Ability to communicate effectively with students, staff and the general public


• Ability to quickly learn and employ customer service techniques for prompt resolution and de-escalation of upset customers.


• Proficiency in Microsoft Office 365

Central Arizona College prohibits discrimination in employment and educational programs based on race, color, religion, sex, age, disability, national origin, military status, genetic test information, sexual orientation, or gender identity or expression. Apply Now