Act as initial contact for IT related issues and provide tier I technical support to faculty, staff, and students via telephone, e-mail, and text chat. Troubleshoot problems to resolve on first contact and escalate issues to appropriate tier II support groups when necessary. Follow-up on open or pending issues. Able to work remotely in a professional manner. Available shifts vary from early mornings, mid-day, late evenings, and weekends depending on call volume and coverage needs during normal business hours and possible holidays.
Normal Business Hours: Monday – Friday6 am – 10 pm Saturday 10 am – 7 pm Sunday10 am – 10 pm
Description of Duties and Tasks:
Work within a team environment to provide excellent customer service to all callers.
Maintain a courteous, professional attitude to all callers.
Provide tier 1 support for college-supported applications and account inquiries, escalate to tier II when necessary
Make a timely assessment of issues that need to be escalated and escalate without undue delay. Inform users of status by making follow-up calls to determine problem resolution.
Adhere to protocols within the support parameters of the college systems, security guidelines, and contractual/licensing agreements set by FERPA, VCCS, NVCC, and all applicable vendors
Help identify tasks, scenarios, information, and/or internal websites that may need improving based on the evolving technologies
Monitor and report any issues that may impact the daily operations of the college.
Follow established NVCC guidelines for security practices as outlined in the Acceptable Use Agreement, IT Security Awareness and other HR directed ethics
Work with IT Help Desk Coordinator Supervisor, team members, other support groups, and independently to facilitate faculty, student, and staff support. Participate in appropriate training as it becomes available.
Monitor IT Help Desk email & WhatsUP for outage notifications. Check the IT Help Desk email box for critical communications from VCCS or NVCC personnel that need immediate attention. Escalate outage issues to the Help Desk Coordinator/Supervisor.
Able to work independently and professionally in a remote environment when necessary.
Minimum Qualifications :
General PC hardware and software knowledge.
General MS Office knowledge.
Ability to walk users through troubleshooting PC hardware and software issues over the phone or through email.
Ability to work a flexible schedule based on coverage needs and shift availability (nights, weekends, early morning, mid-day).
High School diploma or equivalent applicable experience or training.
Experience with Windows operating systems (Windows 10) and common settings.
Basic networking knowledge and experience.
Knowledge of college's Faculty/Student applications such as Blackboard, Canvas, SIS, Student email (gmail), or equivalent systems.
Experience with Active Directory.
Internal Number: 24976
About Northern Virginia Community College
Begun in 1964, Northern Virginia Community College offers a quality and convenient educational experience at an affordable price. NOVA is the largest educational institution in Virginia and the second-largest community college in the United States, comprising of more than 75,000 students and 2,600 faculty and staff members. NOVA is also one of the most internationally diverse colleges in the United States, with a student body consisting of individuals from more than 180 countries. Located near Washington, D.C., the College includes six campuses. NOVA is accredited by the Southern Association of Colleges and Schools and offers more than 160 degrees at the associate's level and certificate programs.