Help Desk Technician

Motlow State Community College is hiring a Help Desk Technician to serve as the first point of contact for users requesting technical assistance on campus. In this onsite role in Smyrna, TN, you will provide first line support, troubleshoot reported issues, and coordinate escalation when problems require additional assistance.

This position also supports day-to-day IT operations, including technology asset inventory and maintaining accurate records in an ITSM platform, helping ensure issues are tracked from first contact through resolution.

General Function

• Serve as the first point of contact for all users seeking technical assistance.

Responsibilities

• Provide first line technical support and assistance to the Motlow community.
• Troubleshoot issues using diagnostic techniques and relevant questions.
• Determine the best course of action based on the issue details provided by users.
• Escalate unresolved issues to the next level of support personnel.
• Assist with general technical support for all Motlow devices.
• Maintain proper inventory of all technology assets.
• Support documentation of knowledgebase materials.
• Record events, problems, and resolutions in the ITSM platform.
• Assist with technology setup for new hires, office moves, and additions, including user accounts, phone extensions, and network connectivity.
• Perform other duties as assigned.

Requirements

• High school diploma and one year of experience working in a technology related field.
• Additional related post-secondary education may substitute for the required experience on a year-for-year basis or through industry certifications.
• Strong interpersonal skills and the ability to communicate effectively with a wide range of individuals and constituencies in a diverse community.
• Ability to establish and maintain effective professional relationships with students, colleagues, and other stakeholders.
• Knowledge of customer service principles and practices, with the ability to apply them in a higher education environment.
• Working knowledge of technology equipment, including hardware repair, software installation, and troubleshooting and diagnostic skills.
• Must be able to lift and move items weighing up to 25 pounds.

Preferred Qualifications

• Associate degree earned from a regionally accredited institution in a related program, plus one year of experience working in a technology related field.

Technologies

• ITSM platform

Compensation and Location

• Location: Smyrna, TN (onsite), Smyrna campus
• Salary: USD 33,645 - 36,645 per year
• Position number: B99576
• Minimum experience: 1 year

Benefits

• Excellent retirement package from the state of Tennessee
• 401K plan with match
• Thirteen paid annual holidays
• Annual and sick leave days
• Health and dental insurance
• Tuition discounts
• State employee discounts