College: SOWELA

Department: Academic Affairs

Sub department: Information Resources & Technology

Type of Appointment: Unclassified - Administrative/Staff

Salary: Start of $15.75 per hour with actual offer based on experience and education

Duties and Responsibilities: Intercept incoming technical help desk phone calls and redirect calls.
• Perform telephone first level technical troubleshooting.
• Elevate problems to level two and assign technicians to tickets based on type of request.
• Follow up daily on all tickets in the system discussing solutions with technicians.
• Contact faculty/staff when tickets are complete to ensure satisfaction.
• Communicate with all staff to ensure tickets are being addressed in a timely manner.
• Enter and manage all requisitions for IT division, track ordering, receive deliveries, stock items.
• Coordinate the receipt and installation location of purchased technology equipment by the school, including tech fee equipment.
• Maintain records for inventory of all I.T. related electronic items delivered and received.
• Reports to the Executive Director of Information Technology weekly on the status of projects.
• Check Spiceworks tickets for help requests that have not been assigned or completed.
• Manage travel arrangements and documentation for IT department.
• Create, maintain, file, and/or shred all documentation containing Personally Identifiable Info.
• Provide first line phone support for student/faculty password changes.
• Serve as a technical reference for all data uploads for email, ID system, and other applications.
• Assist technicians with logistics and prep of computer deployment.
• Manage security requests for AD, STCC, and Banner.
• Assist Executive Director of Information Technology with maintaining IT/eLearning portal on STCC.
• Provide assistance with Microsoft Windows systems, Microsoft Office and other commonly used applications.
• Other duties as required or assigned.

Required Education: • Associate’s degree in a computer or business-related field.

Required Experience: • One years’ work experience in a computer or office-related field.

Required Knowledge, Skills and Abilities:

Required Licenses or Certifications: 

Preferred Education: 

Preferred Experience: • Proficiency in a variety of software, including but not limited to Microsoft Azure, Formstack, Banner, Mac and PC Computer Interfaces, general understanding of networking and security.

Preferred Knowledge, Skills and Abilities: 

Benefits: As a member of the Louisiana Community and Technical College System, SOWELA has an attractive benefits package with a wide variety of benefit options. Benefits offered include retirement, multiple medical insurance options, supplemental insurances (dental, term life, disability, accident, vision, etc.), Tax Saver Flexible Benefits Plan (saves tax dollars on some child care and medical expenses), holidays (14 per year, typically includes longer break at Christmas), generous annual (vacation) and sick leave benefits and Employee Assistance Program. Specific benefits depend on job category, percent effort and length of employment.

Passing pre-employment criminal background screen is required as a condition of employment. SOWELA is an equal opportunity/equal access employer. SOWELA is a State As a Model Employer (SAME) agency that supports improved employment opportunities for individuals with disabilities.