HDC Job Description
Helpdesk Consultant (HDC)
Category: Computer Consulting
Positions: Approximately 12
Hourly Rate: $12.00 (for 2023/2024 academic year)
Hours per Week: Between 5-12 hours, depending on the student's schedule
Schedule: Hours are set at the beginning of each semester and last through finals week
Supervisor: Director of Technical Support Services (Kathleen A. Hausmann)
Description:
The Helpdesk Consultant (HDC) is responsible for assisting faculty and staff with their College-owned computers. While the primary focus of an HDC is to immediately assist faculty and staff when they contact the Helpdesk for technical support (through phone calls, e-mails, walk-in visits, and follow up on existing records in the Helpdesk tracking system), Helpdesk Consultants will also work on troubleshooting and repairing software (web browsers, Windows, macOS), installing and updating the Saint Mary's-provided virus protection software (Bitdefender), removing viruses, spyware, and other malware from computers, assisting faculty and staff with connecting to BelleNet (the campus wireless network) and network drives, assist with hardware replacement and computer upgrades, and install software images on College-owned computers.
Qualifications:
The HDC is the primary contact for faculty and staff requesting technical assistance with their College-owned computers. HDCs must have solid skills with both Mac and Windows operating systems, basic understanding of networking hardware and protocols, troubleshooting skills, the ability to think logically, take initiative to solve problems encountered by users, and be approachable and helpful. Training will be provided.
Additional responsibilities for HDCs:
Ensure that students, faculty, and staff are aware of and comply with the Responsible Use of College Computers and the Internet @ Saint Mary's College
Introduce new faculty and staff to Saint Mary's College's computing resources when they visit the Helpdesk
Assist faculty and staff with their College-owned computer issues and provide front-line support through the Helpdesk
Direct faculty and staff to appropriate Information Technology resources that are available to assist them (such as the Helpdesk website and FAQ, training sessions offered by the Information Technology department, and the Huisking Instructional Technology Resource Center)
Are responsible for working scheduled shifts in the Helpdesk, assisting faculty and staff who call, e-mail, or visit with questions during that time
Use the Tracking System provided by Information Technology to record all requests for assistance, what was done to resolve the issue, and note any follow-up contacts
Respond to all requests for assistance made through the Helpdesk in a timely and professional manner
Help users with software issues by answering questions and solving problems
Perform troubleshooting, routine diagnostics, software maintenance, and software installs upgrades (HDCs are not responsible for hardware-related issues beyond replacing broken keyboards and mice for faculty, staff, and cluster/classroom computers)
Maintain the equipment and general appearance of the Helpdesk
Assist other HDCs in troubleshooting when needed
Participate on the HDCs listserv
Report problems to the Director of Technical Support Services
Assist Information Technology staff as requested
Complete other duties as needed.
Training: Will be provided. Attendance at training is mandatory.
Last Modified February 15, 2023