The Administrative Support - Helpdesk Specialist at Gaston College

Salary $37,592.00 Annually
Location  Dallas, NC
Job Type Full-Time Regular Staff
Job Number 2022-00608
Division Finance and Operations
Department Technology Services

SUMMARY

Open until filled-

The Administrative Support - Helpdesk Specialist plays a crucial role in the smooth operation of the Technology Services Department, providing comprehensive support to students, faculty and staff. Reporting directly to Chief Information Officer (CIO), this role is responsible for a wide range of administrative tasks, including front desk management, event coordination, financial administration and helpdesk support.

DUTIES AND RESPONSIBILITIES

Front Desk Operations, Helpdesk & Customer Service:

• Serve as the primary point of contact for Technology Services, greeting and assisting visitors with professionalism and courtesy.
• Offer administrative support to Technology Services as required.
• Deliver exceptional customer service to students, faculty, staff, and guests, ensuring their needs are met promptly.
• Manage incoming communications, including phone calls, emails, and mail, prioritizing and directing inquiries to the appropriate individuals or departments.
• Track and follow up on issues to ensure timely resolution.

Administrative Support:

• Manage and prepare documents that may require background research and data compilation.
• Ensure that assignments and projects are completed on time with appropriate follow-up.
• Conduct regular inventory audits and manage the ordering of office and supplies.
• Maintain and organize files and documents systematically to support efficient access and use.
• Assist the CIO and Chief Information Security Officer (CISO) with special projects, meeting coordination, minute-taking, and event planning.
• Support financial compliance by assisting with check deposits and managing logs for audit purposes.

Campus Event Management:

• Coordinate logistics for campus events requiring technology needs.
• Handle room reservations both on and off-campus to facilitate meetings and events.
• Coordinate technology support to ensure seamless event execution.
• Maintain and update the staff out of office calendar.
• Oversee planning for campus visits, including search processes and interview arrangements.

Other Responsibilities:

• Serve on various College committees as required.
• Other duties as assigned.

MINIMUM EDUCATION QUALIFICATIONS

• Associate degree from a nationally accredited institution and two years of related work experience required or equivalent combination of training and experience.

MINIMUM EXPERIENCE QUALIFICATIONS

• Strong written and verbal communication skills with the ability to communicate, in written and oral form, detailed and technical program information guidelines to various audiences.
• Must work with the CIO and CISO to prepare department assessment documents and budgets.
• Demonstrated experience with Microsoft Office Suite (Excel, Word), or similar office products software.
• Demonstrated strong customer service experience with the ability to provide problem resolutions.
• Fingerprinting required upon hire.
• Eligibility to obtain and maintain a Division of Criminal Investigation (DCI) certification required. In addition to the standard background check, this position requires having a clear fingerprint-based criminal records search through the State Bureau of Investigation (SBI).
• Ability to interact, present, and provide guidance to a variety of visitors, staff and students.
• Demonstrated advanced administrative skills with a high level of professionalism and ability to exercise judgment in a variety of situations.
• Must be a fast, independent learner and able to work without supervision when merited.
• Ability to translate complex technical issues into simple terms; when providing telephone support, must be able to understand end users’ descriptions of their computer problems in order to correctly troubleshoot them.
• Willingness to learn multiple roles and be flexible with work assignment on a daily basis.
• Previous experience with computerized information systems required
• Previous experience supporting multiple units.

Physical Requirements

• Generally, works in a traditional climate-controlled office environment and requires the ability to sit for extended periods.
• Some walking, standing, and bending required, and the ability to lift and maneuver items weighing up to 25 pounds.
• Work environment can be stressful at times in dealing with a wide variety of challenges and deadlines.

BENEFITS

Gaston College provides a comprehensive, affordable insurance and benefits program.  We are continuously investigating new benefit offerings that are responsive to the needs of our regular** employees. 

• State Health Plan
• Dental Insurance
• Vision Insurance
• Health Care and Dependent Care Flexible Spending Accounts
• Employee Assistance Program
• Additional Supplemental Insurances
• NC State Retirement Plan
• Supplemental Retirement Plans
• Disability Benefits, Long- and Short-Term
• Longevity Pay
• State Employees' Credit Union Eligibility
• Leave (Vacation, Sick, FMLA, Civil and Military, Child/Student Involvement, Education, and Voluntary Shared)
• Paid Holidays
• Educational Advancement Compensation
• Tuition Assistance
• Employee Discount Program
• Benefits Overview Booklet

**Please note:  Temporary (part-time) employees do not earn benefits.