Help Desk Consultant at Tallahassee Community College in Tallahassee, Florida

Job Description:

TITLE: Help Desk Consultant

POSITION NO.: P00159

SECTION: Information Technology/Help Desk

HIRING SALARY: $34,455.68 - $37,735.87 annually; all salary calculations to start at the minimum salary

HOURS: 8:00 am - 5:00 p.m., Monday - Friday

CONTACT: Human Resources (850) 201-8510 or via email hr@tcc.fl.edu

MAJOR FUNCTION: The Help Desk Consultant is housed in IT and will report to the Help Desk Manager. The position must working knowledge to support various local/networked personal computers, printers, scanners, audiovisual and instructional technology systems including LCD projectors, control systems, interactive white-boards, and related equipment.

• Provide all tier 1 support in person, via telephone, email, text messaging, and live chat: receive, triage, log, and track problems, support requests, enhancement-request. Escalate and appropriately route second level issues and support requests to the appropriate personnel quickly.


• Assist faculty with the operation of classroom technologies to promote students' academic success.


• Install, maintain, and troubleshoot college-owned hardware for student and employee use as well as install, maintain, troubleshoot, and resolve issues with college-owned software.


• Keep abreast of changes and emerging trends in higher education and client support.


• Work with other IT staff and department staff to development training materials for TCC systems.

MINIMUM TRAINING AND EXPERIENCE: A High school diploma or its equivalent and four years of experience as a computer support specialist, computer analyst, technical consultant, and/or instructional technology specialist. An associate degree may substitute for two years of the required experience. Preference will be given for higher-education experience, experience with multi-line telephone operation and procedures.

SUCCESSFUL CANDIDTES WILL DEMONSTRATE THE FOLLOWING: Working knowledge of supporting various local/networked personal computers, printers, scanners, audiovisual and instructional technology systems including LCD projectors, control systems, interactive white-boards, and related equipment for a diverse clientele. Working knowledge of supporting various desktop operating systems (Windows 7, 8 OSX), mobile operating systems (iOS, Andriod) and office productivity suites (MS Office). Working knowledge of various Internet Browsers (Internet Explorer, Firefox, Chrome). Comprehensive understanding of customer service. Principles and knowledge of networking equipment including video switches, routers and video servers. Ability to work productively and cooperatively on projects, fully participate in appropriate meetings, and carry out assigned tasks in a team environment. Ability to work with clients to identify their needs, solve their problems and help them meet their goals. Strong verbal, written and interpersonal communication skills, attention to detail, as well as a firm commitment to service. Ability to perform time-sensitive and complex tasks. Knowledge of current and emerging trends in higher education technology. Ability to work nights and weekends as necessary. Ability to use multi-line telephone system in a very busy office atmosphere, speaking clearly and distinctly.