Location : 1327 S Baxter Ave, TylerJob Type: Full-Time RegularJob Number: 00726Department: Information TechnologyOpening Date: 01/14/2025Number of Months: 12Tyler Junior College gives equal consideration to all applicants for admission, employment and participation in its programs and activities without regard to race, color, religion, national origin, gender, gender identity, gender expression, sexual orientation, age, marital status, disability, veteran status or limited English proficiency (LEP). DescriptionThe Service Desk Specialist is a full-time 12 month position that reports to the Service Desk Manager, OTS. The position provides in-house and remote support to end users on a variety of issues. Identifies, researches, and resolves system problems. Ensures that the service level of the agreement is up to standard and performs a variety of complicated tasks. Essential Functions and DutiesPrimary Responsibilities
- Provide PC hardware/software support including support by the use of email, phone and other electronic medium.
- Knowledge in Microsoft Windows 8, Windows 10, Office 2016, 365, and 2019.
- Works with end users in analyzing, troubleshooting, and resolving hardware/software and some basic network support issues. Assisting clients in the use of campus computing resources, including virtual desktop infrastructure.
- Install, administer, and troubleshoot computer hardware/software, and peripherals on site and remotely.
- Scheduling events requiring Media/IT support and providing AV hardware for instructional and special events on and off campus.
- Maintains call logs and solutions in Service Desk database.
- Uses a variety of advanced tools to support remote locations.
- Provide quality customer care in a fast and efficient manner.
CompetenciesKnowledge, Skills, and AbilitiesCollaboration/Teamwork, Computer Software Skills, Customer Service, Data Analysis, Decision-making, Internet Research, Interpersonal Skills, Leadership, Math Skills, Multi-tasking, Negotiation, Written Communication, Organizational Skills, Presentation /Public Speaking, Problem-solving, Project Management, Time Management, Typing/Word ProcessingWork Environment: Regular work required outside of normal business hours. Physical Demands: Sitting, walking, standing, lifting, driving.Travel Required: Yes - MinimalIf travel is required, candidate must have and maintain a current valid Texas driver's license and an acceptable driving record QualificationsRequired EducationAssociate's degree in a computer related discipline. Required Experience
- One year experience as an IT service desk specialist.
- Experience working in a team environment
Preferred Qualifications
- One year network experience
- Networking certification
Supplemental InformationAdditional Job Specific Requirements
- Requires experience with Apple or Mac Computers, email, internet, printers, PCs, mobile devices & tablets, Microsoft Office, and Utility Software.
- Excellent reading, writing, and English-speaking skills required.
- Class C driver's license required.
- Knowledge of current network experience and PC technology required.
- Knowledge of ITIL methodologies preferred.
- Experience using Integrated Voice Response/IP Call Manager system preferred.
- Experience with Virtual Desktop Interface required.
- Must be able to pass CJIS background check.
Expectations
- Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
- Will have contact - in person, by email, or by phone - with staff, students, and the general public.
- Must exhibit a sensitivity to and an understanding of the diverse academic, socio-economic, cultural, and ethnic backgrounds of staff and students and to staff and students with disabilities.
- Regular and punctual attendance is an essential function of each employee.
INSURANCE (Coverage fully or partially funded by the College)Health InsuranceHealth insurance will become effective on the first of the month following 60 days of employment, provided that insurance enrollment forms are submitted. There are two plans for employees to choose from, both administered by Blue Cross and Blue Shield. With either plan, you have access to a network of over 10,000 medical and mental health providers in Texas. Both plans include a comprehensive prescription drug program through Optum Rx.Employee's premium is fully funded by the College and State. Dependent premiums are funded 75% by the College and State, and 25% by the employee.Basic Life Term Life InsuranceThe State provides employees a term life insurance policy of $5,000 with $5,000 accidental death and dismemberment.Long-Term DisabilityThis benefit is made available by the State and is fully funded by the College. Approved benefit pays 60% of insurance salary after 180-day elimination period. Benefits are paid until your return to work, reach full Social Security retirement age or are no longer considered disabled under the plan.Optional Term Life InsuranceWith this optional plan, employees may purchase one to four times their annual salary in life insurance. The College funds one times the annual salary premium not to exceed $120 annually.OPTIONAL INSURANCE (Coverage fully funded by the employee)Dental InsuranceTwo dental insurance plans are available to full-time employees and eligible dependents.Vision InsuranceThe health insurance plan covers some vision and eye health services, but does not cover the cost of eyeglasses and contact lenses. Additional vision insurance is offered to full-time employees and eligible dependents to help offset those costs.Voluntary Accidental Death and DismembermentThis optional benefit provides additional financial support when there is an accidental death or injury of a certain type.Short-Term Disability If claim is approved, this optional benefit pays 66% of monthly salary after a 30-day elimination period up to five months.Cancer/Intensive Care Plan/Heart Plan/Accident PlanSeveral optional plans are available to employees and eligible dependents through AFLAC.Dependent Term Life InsuranceAn optional term-life insurance policy of $5,000 with accidental death and dismemberment is available for all eligible dependents.Tobacco User PremiumAll participants enrolled in a Texas Employees Group Benefits Program (GBP) health plan must be certified as a tobacco user or non-user. Tobacco users of any age - adults and minors - are charged the $30 tobacco user premium each month.RETIREMENTRetirement The Teacher Retirement System of Texas (TRS) is provided and required for all full-time employees. Full-time faculty an eligible administrative employees may elect the Optional Retirement Program (ORP) as an alternative to TRS.TJC Alternative Retirement PlanThe College contributes on a monthly basis 4% of a full-time employee's salary into an alternative retirement plan administered by TIAA-CREF. Additionally, if an employee contributes 1%, 2% or 3%, the College will make a matching contribution for a total of 6%, 8% or 10% respectively. Some vesting requirements will apply.Tax-Sheltered 403(b) PlansAn optional retirement plan available to full-time employees. Employees may contribute up to the annual IRS maximum limitation in voluntary retirement savings to various approved vendors.457 Deferred Compensation Plan An optional retirement plan available to full-time employees. Employees may contribute to the annual IRS maximum limitation in this voluntary retirement savings plan.HOLIDAYS AND LEAVEVacationOnly 12-month employees are eligible to accrue vacation time on a monthly basis.
- 10 days for 1-7 years of service
- 12 days for 8-10 years of service
- 15 days for 11-15 years of service
- 20 days for 16+ years of service
Sick LeaveFull-time employees accrue 8 hours per month per contract length, with a maximum accrual of 90 days.Holidays
- New Year's Day
- Martin Luther King Jr. Day
- Good Friday
- Memorial Day
- Independence Day
- Labor Day
- Thanksgiving Day
- Christmas Eve
- Christmas Day
Reduced Operations Periods
- Spring Break (5 weekdays)
- Thanksgiving Break (5 weekdays including Thanksgiving Day)
- Winter Break (7 to 12 weekdays)
PROFESSIONAL AND CONTINUING EDUCATIONProfessional DevelopmentThe cost of tuition in selecting Continuing Education courses offered by the College may be covered under the Employee and Family Scholarship program. Additional professional development opportunities may be afforded to employees at no cost with prior supervisor approval.Enrollment in TJC Credit ClassesThe Employee and Family Scholarship, subject to availability of funds, is offered to full-time employees and their eligible dependents for applicable courses. The scholarship covers: Tuition (excludes out-of-district surcharge), General Education Fee, Student Life Fee, Health Services Fee, Registration Fee, Parking Fee, Distance Education Fee, Lab Fee and the College Preparatory Fee.The Tuition Exemption program allows for the exemption of all tuition and fees for credit courses and approved non-credit courses for full-time employees meeting applicable guidelines.OTHER BENEFITSTJC Event AttendanceFree admission to regular season College sporting events for employees and immediate family.Free admission for two to most cultural arts events on campus.Library UseEmployees may utilize the Vaughn Library and Learning Resource Center.Fitness Facility UseEmployee and immediate family use of the Apache Recreation Center - an indoor weight and exercise center, 18-hole disc golf course, covered basketball course, and outdoor ping-pong table and cornhole. The cost is $5 per ID.Disclaimer: These benefits are subject to change without notice. The College reserves the right to change, modify and/or terminate any program with or without reason or notice. This is intended for informational purposes only and does not constitute any agreement on the part to Tyler Junior College to provide employment to or benefits for the prospective employee.
