Job description

Location: Courtyard Campus Primary Location: 4800 Preston Park Boulevard, Plano, Texas, 75093 We are searching for candidates that meet the required qualifications and experience and are able to perform the essential duties and responsibilities. Job Summary: Provide business, security, and technical analysis as well as high-level technical support. Work with other departments to ensure that the Help Desk process, procedures, solutions, and service request offerings meet the institution's needs. Act as application and user administrator for various systems and as the intermediary between users, various Information Technology (IT) groups, and non-IT groups. Required Qualifications: Essential Duties and Responsibilities • Analyze tickets, systems, processes, security, and procedures for the Help Desk and other departments with the aim of identifying issues, improving performance, and improving efficiencies. • Process employee and student technical support tickets. Provide support via phone, email, chat, video conference, and remote desktop connection as needed. Act as an escalation point for help desk technicians, senior technicians, student assistants, and the student Help Desk. • Resolve advanced hardware, software, networking, telephone, and account issues. Work with groups and departments to resolve complex issues and service requests correctly. • Build and maintain the Service Request Catalog. Lead cross department projects to create and update service request forms, automation, and other system configurations as needed. • Develop, maintain, and manage a knowledge/solutions base and the Technology Services Standard Operating Procedures (SOPs) documents. Analyze and research issues and systems to develop and maintain solutions, articles, and standard operating procedures. Co-lead the Knowledge Base cross-functional Team. Provide subject matter expertise for all IT groups on creating Standard Operating Procedures. • Complete complex security-sensitive functions, including creating, updating, and maintaining network accounts, passwords, and e-mail distribution lists. Process employee separations. Work with the security and other departments to resolve potential account security issues. Investigate suspicious user activity for the security group. • Provide training for IT and non-IT personnel and create and provide supplemental training documentation, guides, and videos. • Under the direction of the help desk manager, develop and maintain departmental webpages, Teams Groups with current information, contact numbers, processes, online forms, and automated tools for customer and internal departmental use. • Participate in interdepartmental meetings to ensure up-to-date knowledge of current and future processes, procedures, and systems. Identify how these affect the Help Desk and other IT groups, and in coordination with the Help Desk Manager and Assistant Manager, create action plans for the Help Desk to address them. • Administer college IT systems including the information technology service management system. Supplemental Functions • Act as a backup for the senior technicians and help desk technicians as necessary. • Perform other duties as assigned. • Perform all duties and maintain all standards in accordance with college policies, procedures and Core Values. Knowledge, Skills and Abilities • Advanced knowledge of Office 365 applications and administration • Advanced knowledge of IT ticketing system use, automation, and administration. Knowledge of FreshService preferred • Advanced knowledge of MFA usage, troubleshooting, and administration • Knowledge of both Microsoft Windows and Apple operating systems • Knowledge of networking, basic network security, and system administration • Knowledge of telecom systems. Cisco Jabber, and Finesse preferred • Knowledge of Microsoft tools, including Active Directory, Microsoft Exchange, Azure administration, Microsoft Powershell, and Power Automate • Knowledge of VPN and VPN troubleshooting • Basic knowledge of computer hardware, printer hardware, and data analytics • Advanced computer and technology support skills, including troubleshooting • Communication platforms, such as Zoom and Teams, troubleshooting and administration skills • Proficient in designing, building, and managing online forms using Microsoft Forms and similar platforms • Problem-solving skills • Training skills • Ability to provide customer service skills and support customers via phone, email, ticketing system, and remotely via Zoom, Quick Assist, and TeamViewer • Ability to prioritize requests • Ability to develop automated techniques to replace manual processes • Ability to maintain an advanced level of technical, procedural, and institutional knowledge in order to learn, support, and keep up to date on current and new applications • Ability to identify and resolve technical issues in a timely and productive manner while following college policy and guidelines • Ability to give instructions to a non-technical audience • Diagnostic ability • Ability to maintain a professional manner when interacting with faculty, students, staff, and outside organizations • Ability to work well with diverse populations Physical Demands, Working Conditions and Physical Effort Sedentary Work - Exerting up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met. Positions in this class typically require talking, hearing, seeing, grasping, standing, walking and repetitive motions. Relatively free from unpleasant environmental conditions or hazards. Office environment. Little physical effort required. Requirements Associate degree from an accredited institution and a minimum of three (3) years of IT experience. Preferred Four (4) years of related experience. Equivalency Language Two (2) additional years of related work experience in lieu of Associate degree. Licenses and Certifications CompTIA A+ Certification, Net+ Certification, Sec+ certification, and/or Microsoft 365/Azure certification preferred. • *This position is Security Sensitive, therefore, candidates will be subject to a criminal background check.** The above description is an overview of the job. It is not intended to be an all-inclusive list of duties and responsibilities of the job as duties and responsibilities may change with business needs. Collin College reserves the right to add, change, amend, or delete portions of this job description at any time, with or without notice. Reasonable accommodations may be made by Collin College in its discretion to enable individuals with disabilities to perform the essential functions. Required & Preferred Qualifications (if applicable): The intent of this job description is to provide a representative summary of the types of duties and responsibilities that will be required of the positions given this title and shall not be construed as a declaration of the specific duties and responsibilities of any particular position. Employees may be requested to perform job-related tasks other than those specifically presented in this description. Fair Labor Standards Act (exempt/non-exempt) is designated by position. The employer actively supports Americans with Disabilities Act and will consider reasonable accommodations. • **This is a Security Sensitive position. Therefore, candidates will be subject to a criminal background check.*** Compensation Type: Salary Employment Type: Full time Hiring Minimum $47,300.00 Hiring Maximum $56,760.00 Compensation is determined based on experience. • *Application submission deadline is 12am of the date listed.** 06/19/2025 Collin College is an Equal Opportunity Employer and does not discriminate on the basis of any characteristic protected by applicable law.

Requirements