Summary of Position
Red Rocks Community College exemplifies extraordinary. We are dedicated to our Vision and Mission, which promote student achievement, staff empowerment, and community engagement. We live our values: Integrity, Collaboration, Learning, Inclusiveness, and Communication. We encourage applications from individuals whose background and interests align with our commitment to inclusiveness and welcome you to visit the RRCC Inclusion & Diversity webpage for additional information.
With an unrivaled reputation grounded in our Values, we stand out as a cutting-edge model in higher education. We are one of the first community colleges in the country to offer both Bachelor’s and Master’s degree programs. Our continued pursuit of excellence is instilled in our employees and has inspired a dynamic and passionate culture.
Department Information: The mission of Information Technology Services is to maintain reliable and secure technology infrastructure in order to provide support for diverse learning platforms through knowledgeable support and industry standard technology in accordance with CCCS policy guidelines and RRCC mission statement.
Position Summary: This position exists to bridge tier level I and tier level II technical support to all facets of desktop and cloud-based information technology system’s needs. Primary duties and responsibilities include: maintaining and monitoring helpdesk work order tickets, review and respond to tickets escalated from helpdesk tier I level support, supervise part-time helpdesk staff, assisting with the installation and maintenance of RRCC computers (including mobile devices and printers) and asset management.
Description of Position
Helpdesk Support: Maintain and monitor Helpdesk work order system, enter information into work ticket system, and escalate tickets as appropriate. Resolve issues and document solutions in knowledge-base. Use remote assistance software when appropriate to resolve issues. Work within Office 365 cloud-based tenant to support users and generate documentation. Receive calls, walk ins and emails from faculty, staff and students of RRCC concerning all IT needs that can include password changes, review and update concerning work ticket orders. Assist other computer services staff by following a standard set of questions with basic solutions that are found on the knowledge-base and other areas. Serve as a liaison between tier I and tier II level support.
End User Support: Review and respond to tickets escalated from helpdesk/tier I support to tier level II support. Assist with end user technical issues such as; logging into the network, hardware and software issues, and general questions about the equipment used at RRCC. Use remote assistance software when appropriate to resolve issues. Schedule and distribute all repairs through the helpdesk. Log all calls and provide reports on workflows.
Helpdesk Management / Supervision: Manages variable hourly and student employees in day-to-day operations of the helpdesk. Responsible for working with HR to advertise part time positions. Interviews candidates for open part time positions and completes requisitions for hire. Creates and maintains schedules for part time employees to staff the helpdesk at both campuses. Reviews and approves biweekly timesheets and applicable sick leave submissions. Ensures initial and ongoing training and development and performance management.
Installation, Maintenance and Troubleshooting: Assist in installation, maintenance and troubleshooting of all RRCC computers including mobile devices, and printers. Document resolution process for common problems and maintain documentation on the knowledgebase.
Asset Management: Responsible for the evolution of laptops and laptop retention. Collaborates with Business services.
Support the Audio/Visual department when required.
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