Help Desk Analyst (Full-Time) - Information Technology at SINCLAIR COMMUNITY COLLEGE

Job Title

Help Desk Analyst (Full-Time) - Information Technology

Location

Remote - Dayton, OH

Job Number

05041

Department

Information Systems & Services

Job Category

Support

Job Type

Full-Time

Status

Regular

Job Open Date

09/17/2024

Resume Review Date

10/1/2024

Closing Date

Open Until Filled

Yes

Position Summary

Sinclair Community College is a comprehensive community college with an enrollment of over 30,000 students that offers career and transfer programs leading to an associate degree, certificate programs, and continuing education opportunities. Sinclair seeks to attract culturally and academically diverse applicants of the highest caliber for the position of Help Desk Analyst.

Sinclair Community College’s Information Technology Division is currently seeking an individual to fill a full-time, 40 hour per week, Help Desk Analyst. This position exists to provide phone and email technical support for students, faculty and staff and is the primary point of contact for all technology related issues. The Help Desk Analyst position requires extensive knowledge in the areas of information technology hardware and software.

Why work for Sinclair College?

The following are some of the benefits that full-time support staff with Sinclair College receive:

• Tuition waiver for employee and dependents for all Sinclair courses and programs
• Support for continued professional development, including tuition reimbursement for other universities and colleges
• OPERS pension participation, with 14% employer contribution
• 4+ weeks of personal and vacation leave, 3+ weeks of sick leave annually
• 14 days of annually observed company holidays
• Expansive and competitive insurance programs, including an HSA with annual employer contribution available
• High quality programs and events for work-life balance

The salary for this position begins at $45,258.00 and is determined commensurate with education and experience.

This is a work from home position. The selected candidate must reside in the State of Ohio to be eligible. You will need a reliable high-speed internet connection. We will provide the necessary equipment (computer, VPN, phone, headset).

*SCC has the right to revise this position description at any time. This position description does not represent in any way a contract of employment.

Principal Accountabilities

• Provide first and second level support for a diverse customer base of students, staff, and faculty while following documented support procedures
• Maintain a high level of expertise required to troubleshoot and resolve support issues with an average first level resolution of 70% or greater
• Log all support issues with a high degree of accuracy and detail
• Assign all first-level unresolvable issues to the appropriate individuals or teams
• Other duties as assigned

Requirements

• Minimum of a high school diploma or equivalent required; associate degree preferred
• Minimum of 5 years’ related work experience, preferably in an Information Technology and higher education environment
• Strong customer service, communication skills, dependability, and a positive attitude are required
• Extensive knowledge in the areas of information technology hardware and applications software in a Windows environment
• Proficient in Microsoft Office applications, particularly Word, Excel, and Outloo