Direct Wage- Service Desk Operator

Special Instructions

Dear Applicant,

The South Texas College Office of Human Resources will not be held responsible for redacting any confidential or sensitive information from the documents that you attach to your application. Confidential and sensitive information include the following:

• Social Security Number
• Date of Birth
• Age
• Citizenship Status
• Gender
• Ethnicity/Race
• Marital Status
• Applicant Photos
  

* A redaction guide can be found by clicking here.

Please make sure that you omit this information from your application prior to submission. We are advising you that the Office of Human Resources will be forwarding your application to the hiring department as per your submission.

Transcripts
Transcripts must be from an institution accredited by an accrediting agency recognized by the U.S. Department of Education or the Council for Higher Education Accreditation (CHEA).

Foreign transcripts
Applicants submitting employment applications with foreign transcripts must provide transcript equivalency documentation from an approved evaluation service. The evaluation service must be a member of the National Association of Credential Evaluation Services (NACES). The evaluation service links on the following site are provided by South Texas College for your convenience but are not affiliated with South Texas College: NACES Members

Job Description

General Statement of Job

Provide both technical and procedural support via telephone and e-mail for all telecommunications, computer hardware and software inquiries.

Specific Duties and Responsibilities

Essential Functions:

• Answers the Information Services, Planning, Performance, and Strategic Initiatives
• Service Desk main operator line and assists staff and students with calls.
• Resolves JagNet issues directly when possible while caller is on the phone.
• Creates Service Tickets for all requests.
• Monitors Information Services, Planning, Performance, and Strategic Initiatives Service Desk e-mail box and voicemail.
• Performs escalation management for problems that impact multiple users.
• Assists solving problems, addressing concerns, and planning ahead with great attention given to customer service, project quality, and exact detail.
• Performs other duties as assigned.

Required Education and Experience

• High School Diploma or GED required.
• At least six (6) months customer service experience, preferred.

Required Knowledge, Skills and Abilities

• Excellent oral, written, presentation, and interpersonal communication skills.
• Strong computer skills with knowledge of Microsoft Office including, but not limited to, Word, Excel, PowerPoint, and Outlook, the Windows environment, and internet research skills.
• Good critical-thinking and problem-solving skills.
• Bilingual, English/Spanish, preferred.
• Ability to prioritize, organize, and complete multiple tasks with attention to detail, within stated deadlines.
• Ability to work independently as well as a team player within department and with others.
• Ability to adapt to constant change and periods of fast-paced, high-intensity work situations.
• Ability to work evenings and/or weekends as needed.
• Demonstrated commitment to achieving the vision and mission of South Texas College.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to apply practical understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.

Checks, Certificates, Licenses, and Registrations

• Security Sensitive position: all applicants are subject to a criminal background check under South Texas College policy.
• In addition, subject to federal background check.

Physical Requirements

• Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force to move objects.
• Ascending or descending ladders, stairs, and the like, using feet and legs and/or hands and arms. Body agility is emphasized.
• Bending the body downward and forward by bending leg and spine. Occurs to a considerable degree and requires full motion of the lower ext