Job Details

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If you close the browser or exit your application prior to submitting, the application process will be saved as a draft. You will be able to access and complete the application through My Draft Applications located on your Candidate Home page.

Weekly Work Hours

40

Compensation Range

N03-Hourly

Hourly Rate

$22.06 Hourly

FLSA

United States of America (Non-Exempt)

Position Type

Staff

Job Summary

As an IT Service Desk Customer Service Representative, you will be the first point of contact for our clients seeking technical assistance. You will provide support via phone, email, and chat, ensuring that all issues are resolved promptly and efficiently. This role is ideal for recent high school graduates or early career professionals with strong communication skills and a passion for technology, even if you have no prior work experience.

Required Knowledge, Skills, and Abilities

* Provide first-level technical support to clients by answering queries and resolving issues related to hardware, software, and network systems.

* Triage tickets related to enterprise systems including Workday HCM, Workday

* Finance, Workday Student, Salesforce, Active Directory, Microsoft Suite including Outlook and Teams, login and credentialling systems, and educational technology.

* Diagnose and troubleshoot technical issues by following standard procedures and using remote support tools.

* Speak directly with customers regarding issues and troubleshoot their needs during the conversation. Attempt to resolve issues without escalation.

* Provide a high level of customer service while resolving issues.

* Thoroughly document service requests using our ticketing system in ServiceNow, ensuring all information is accurate and up to date.

* Maintain detailed records of customer interactions, including issue descriptions, troubleshooting steps, and resolutions.

* Escalate complex issues to higher-level support teams when necessary, ensuring timely resolution and customer satisfaction.

* Participate in training sessions and stay updated with the latest IT support best practices and technologies.

* Creating and updating the department knowledge base and articles.

Physical Requirements

Normal physical job functions performed within a standard office environment. Reasonable accommodation may be made for individuals with physical challenges to perform the essential duties and responsibilities.

Minimum Requirements

* High school diploma or equivalent required. Official transcripts will be required.

* Basic understanding of computer systems, mobile devices, and other tech products.

* Familiarity with Workday, ServiceNow, and Salesforce is desired but not required.

* Experience with Microsoft operating systems and the Microsoft Suite highly desired.

* Bilingual or multilingual preferred.

* Will be subject to a criminal background check. Some positions may be subject to a fingerprint check. *

Key Responsibilities

* Excellent communication and interpersonal skills, with a strong customer service orientation.

* Ability to think critically and solve complex problems efficiently.

* Ability to communicate technical concepts to non-technical users.

* Ability to work well in a team environment and collaborate with colleagues.

* Ability to effectively use a communication platform like Microsoft Teams

* Willingness to learn and adapt to new technologies and processes.

* Completes required Dallas College Professional Development training hours per academic year.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Incumbents may be directed to perform job-related tasks other than those specifically presented in this description. Position requires regular and predictable attendance.

About Us

Since 1965, Dallas College, formerly Dallas County Community College District, has served more than three (3) million students. Comprising seven campuses located around the Dallas/Fort Worth area, we are one of the largest community college systems in the state of Texas. We strive to be a leader in the community college space, placing students at the center of everything we do.

Dallas College is committed to cultivating an environment of opportunity and belonging for all students and employees. We recognize that the Dallas College workforce, and the diverse talent that stems from it, is directly linked to our success. We are part of an equal opportunity system that provides education and employment opportunities without discrimination on the basis of any protected attribute, including race, color, religion, national origin, sex, disability, age, sexual orientation, gender identity or gender expression,

veteran status, pregnancy or any other basis protected under applicable law. In accordance with applicable law, Dallas College will make reasonable accommodations for applicants and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

Applications Deadline

November 4, 2024