Federal Work Study - Helpdesk

About Us

Since our founding in 2005, Georgia Gwinnett College (GGC) has been dedicated to providing an exceptional educational experience to our students. At GGC, we believe that our students success is our success, and we are committed to creating a culture that supports and uplifts them throughout their academic journey.

As a member of our faculty or staff, you will become part of a dedicated and passionate community of educators and professionals. Together, we work towards a common goal of empowering our students to achieve their full potential, both academically and personally. We take pride in our student body, which represents a multitude of backgrounds, perspectives, and experiences. Whether you are involved in teaching or providing essential services, your contribution will make a significant impact on the lives of our students and the broader community.

In addition to our commitment to student success, we also value the well-being and professional growth of our employees. We offer a comprehensive benefits package, designed to support the needs of our faculty and staff. From competitive compensation to health and wellness programs, and professional development opportunities to work-life balance initiatives, we strive to create an environment where everyone can thrive and feel valued.

Located in the thriving community of Gwinnett County, GGC offers a rich cultural and social landscape that enhances the overall college experience. Our backdrop is a beautiful, modern 260-acre campus located just 30 miles northeast of downtown Atlanta. Our students and employees benefit from the close proximity to various local amenities, including shopping, dining, entertainment, and outdoor recreational opportunities. This vibrant community serves as an extension of our campus, providing a stimulating environment for personal and professional growth.

Join GGC and become part of a dynamic team that plays a pivotal role in shaping the lives and celebrating the achievements of our students. Together, lets make a positive impact and empower the next generation of leaders.

Job Summary

The Federal Work Study - Help Desk assists Information Technology (IT) in responding to tickets related to IT services submitted by students, faculty, and staff. The student assistant is expected to be familiar with the breadth of services provided and supported by IT and leverage internal documentation and tested solutions to respond to tickets in a timely and consistent manner. The student assistant is familiar with commonly used technologies and services at GGC including but not limited to: Microsoft 365 applications and features (OneDrive, Word, Excel, PowerPoint, and Teams), Claw Mail, MyCourses, Claw Print, GGC Wireless, and computer labs. The student assistant will answer phone calls, engage in face-to-face interactions, and respond to tickets in a friendly, customer-focused manner ensuring that all interactions are conducted professionally. Written responses are expected to be concise and grammatically correct. All student assistants are expected to apply critical thinking and problem-solving skills to assist students, faculty, and staff with resolving issues with technology. Student assistants will utilize the Help Desk ticketing system to respond to requests and document solutions.

Responsibilities

• Create and respond to requests for technical assistance using the Help Desk ticketing system.
• Ensure all interactions (phone calls, face-to-face, and emails/tickets) are conducted professionally with a focus on accuracy of response and timeliness, ensuring that a customer-focused experience is successful. All written communications are concise and grammatically correct.
• Utilize critical thinking and problem-solving skills to troubleshoot issues with supported GGC technology such as accounts and passwords, GGC wireless connectivity, Claw Print, etc.
• Assist students, faculty, and staff with account and/or device setup.
• Assist students, faculty, and staff with supported applications such as Microsoft 365 (OneDrive, Word, Excel, PowerPoint, and Teams), MyCourses, Claw Mail, Grizzly Den within Banner and more.
• Escalate complex issues to full-time Help Desk staff and/or other staff within the Information Technology (IT) organization.
• Educate students, faculty, and staff on the availability of supported IT services and make recommendations on how and why they should use those services.

Required Qualifications

• Must have Federal Work Study award.
• Must be enrolled a minimum of 6 credits at Georgia Gwinnett College.
• Must be in good academic standing and maintain good academic standing for the duration of employment.
• Must be in good conduct standing with Georgia Gwinnett College and maintain good conduct for the duration of employment.

Preferred Qualifications

• Demonstrated ability to apply critical thinking and problem-solving skills to troubleshoot and solve technical issues.
• Demonstrated ability to communicate effectively (concise and grammatically correct) verbally and in writing.
• Demonstrated ability to communicate technical information in a non-technical manner.
• Demonstrated effective work habits and dependability.
• Demonstrated experience with Microsoft 365 applications and features.

USG Core Values

The University System of Georgia is comprised of our 25 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653.

Conditions of Employment

Hiring is contingent upon eligibility to work in the United States and proof of eligibility will be contemporaneously required upon acceptance of an employment offer. Offers of employment are contingent upon completion of a background investigation including a criminal background check demonstrating your eligibility for employment with Georgia Gwinnett College (GGC). Eligibility of employment is determined by GGC in its sole discretion, and includes but is not limited to confirmation of credentials and employment history reflected in your application materials; and, if applicable, a satisfactory credit check. Applicants may be subject to a pre-employment drug test.

Offers are subject to the applicable federal laws, state laws, statutes, rules and regulations of this institution, and to the bylaws and policies of the Board of Regents (BOR) of the University System of Georgia (USG), which are available for your inspection upon request.

Equal Employment Opportunity

Georgia Gwinnett College is an equal employment, equal access, and equal opportunity employer. It is the policy of Georgia Gwinnett College to recruit, hire, train, and promote persons without regard to race, color, national or ethnic origin, age, disability, gender, religion, sexual orientation, gender identity or veteran status as required by applicable state and federal laws (including Title VI, Title VII, Title IX, Sections 503, and 504, ADEA, ADA, E.O. 11246, and Rev. Proc. 75-50).

For individuals requiring disability-related accommodations for participation in any event including the application, interview process, or to obtain print materials in an alternative format, please contact HR at (678) 407.5746 or email hr@ggc.edu.

Other Information

Due to the volume of applications, applicants may not receive a reply from the College unless an applicant is selected for an interview. Review of applications will continue until positions are filled. Georgia is an open records state.