REPORTS TO: Individual Position

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Abraham Long
6 years ago
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1 Staff JOB DESCRIPTION Form: HRF5005, Ver. 1, Revised 07/12/2013 DATE: 4/2/2018 POSITION #: FS9899 NAME OF INCUMBENT(S): JOB TITLE: Help Desk Tech/Applications Support DIVISION: Information Technology Services DEPARTMENT Technology Support Services : PAY TABLE/LEVEL/GRADE: SU 4 REPORTS TO: FA9715 STATUS: Please click the appropriate boxes that apply. Regular/Continuing Temporary/Limited Duration Full-Time (40 hrs/wk) Bargaining Unit: Non-Bargaining ESP Individual Position Pooled Position: Part-Time: Provisional/Grant Funded No. of Employee if this position is pooled. Hours/Week JOB SUMMARY: (This section should summarize the overall purpose ( mission ) of this job in 1-4 sentences. Briefly describe the primary reason the job exists at LCC.) The Help Desk Technician/Applications Support position would be split 50/50 into: facilitate access to LCC's technical systems by providing efficient and effective telephone and support to current students, faculty and staff of Lansing Community College. The technician is also responsible for documenting service requests and deploying requests to appropriate resolution technicians. technical support/resolving service requests in the following areas (including, but not limited to): Banner Student System, Course Management System (D2L), LCC new student registration forms, Banner security development and maintenance, Banner forms, duplicate records, new employee technology access, terminations, Identity Management System, etc. DIRECT REPORTS: (If this is a supervisory position (authority to hire, assign, discipline, approve timesheets), list position #s of those supervised). Direct Report(s): Click here to enter position numbers. Use comma to separate ESSENTIAL DUTIES AND RESPONSIBILITIES: Identify and describe the essential duties and responsibilities, i.e., what actions are done and what are the expected results. Most jobs can be described using 5-10 statements. List in priority order, beginning with top priority/must get done, with approximate percent for each (e.g. 20% 1. reconciles grant fund expenditures to balance monthly budget). Other duties, as assigned, are implicit in all position descriptions.

2 % No Essential Duties and Responsibilities Provide technical support and resolution (Level 1) to student, faculty and staff of Lansing Community College via the phone, , and help desk software system (TeamDynamix) in areas including but not limited to: Account Activation Student registration Log in problems to various systems (MyLCC, D2L, Banner SS, etc ) Banner self-service and Banner INB questions and support (HR, Finance, Financial Aid, and Student). Knowledge and support of Concur, R25, TMS (Talent Management System), LCC Directory, EquiTrac,, Gartner research application, Library Systems, Emergency Texting System, etc. Hardware problems/software problems Classroom problems Unlocking accounts (Active Directory, MyLCC, IdM) Gathering information for service requests Employee issues (timecard, expense reports, etc ) Problems/questions regarding Course Management System (CMS/D2L) Submit Service Requests/Incidents to Resolution Technicians when unable to solve problem at Level 1 (Level 2) using TeamDynamix. 5 3 Update and maintain TeamDynamix (Add/Remove Users, Categories, Surveys, etc ) 15 4 Respond to/resolve Service Requests/Incidents submitted by College staff and students in the areas of Banner Student, Course Management System, Identity Management System, and other areas as time permits and the need arises, including provisioning technology access to LCC new hires; de-provisioning access to terminations Grant/create Banner Security based upon the approval process Training of new Help Desk employees, ongoing learning of new technologies, point of contact for technology assistance, etc. 7 Click here to enter text. 8 Click here to enter text. 9 Click here to enter text. 10 Click here to enter text. 11 Click here to enter text. 12 Click here to enter text. 13 Click here to enter text. 14 Click here to enter text. 15 Click here to enter text. CORE COMPETENCIES. Record the knowledge, skills and abilities necessary to perform the essential functions of this position. Provide descriptions of core competencies below (e.g. communication, customer service, decision-making, leadership, problem-solving, etc.). An incumbent or applicant must be able to demonstrate and results must be measurable. COMMUNICATION Organizes and expresses ideas clearly Communicates assertively Tailors communication to the level and experience of the audience Listens actively Is timely with information COLLABORATION Solicits the input of the appropriate people to improve the quality and timing of decisions Demonstrates an understanding of and supports the need for change

3 TEAMWORK Encourages others to work as a team Fulfills commitments to others PROJECT MANAGEMENT Dedicated to continuous improvement Effectively prioritizes work PROBLEM SOLVING Uses logical, systematic approaches to solve problems CUSTOMER SERVICE Elicits feedback from customers to monitor their satisfaction Strives to meet or exceed customer expectations TECHNICAL/POSITION SPECIFIC EXPERTISE Demonstrates broad knowledge of computing, networks, internet/intranet technologies, distance learning and instructional technologies, administrative systems Demonstrate knowledge, understanding, and technical use of Enterprise Resource Planning (ERP) Systems, various desktop software application, internet/intranet technologies, course management systems, college administrative application systems, and operating systems EDUCATIONAL/EXPERIENCE REQUIREMENTS: Identify the education and/or equivalent combination of education and experience, plus additional specific years of experience, certifications, licenses and/or special training required to perform the essential functions of this job. Associates degree required; Bachelor s degree preferred. Banner system experience. Customer service experience and expertise required. Extensive experience in supporting hardware and software issues including the ability to communicate highly technical resolutions in a manner that is non-intimidating and with making the requestor feel inadequate. Commitment to diversity, continuous improvement and the community college philosophy required. Preference given to those with current connections and/or history at LCC. PHYSICAL AND MENTAL REQUIREMENTS: Complete the physical and mental demands on the attached ADA Checklist that must be met to successfully perform the essential functions of this job. Mobility around the LCC campus is a normal part of the position s functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Go to the ADA Checklist. WORK ENVIRONMENT: Complete the work environment characteristics on the attached ADA Checklist that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Go to the ADA Checklist. Incumbent s Name (if any). Supervisor s Name Incumbent s Signature* Supervisor s Signature*

4 Dean/ELT Dean/ELT s Name s Signature Note: Signature means approval, otherwise return for signatures. HR Rep Human Resources Rep. Signature Note: Position description to be reviewed annually, upon posting or transfer of person or position.

5 Lansing Community College ADA Compliance Job Description Checklist The immediate supervisor is responsible for completion of this form. Fill in more information as needed that apply to the essential job duties of the attached job description. Position #: Enter Position #. : Click to enter a date. Supervisor s Position #: FA9974 Materials Used: Standard Office Equipment: Computer keyboard, mouse, screen (either desktop or laptop) Various software (spreadsheet, word-processing, web-base, other media) Telephone, blackberry, fax Others, please list: Standard Trades Equipment: Carpentry Electrical Plumbing Others repair/maintenance tools, please list: Mental Functions: Auditory Functions: Visionary Functions: Comparing (compare/contrast data, people, things) Synthesizing (combine data, concepts, interpretations) Computing (math calculations or carrying out formula operations) Compiling (gathering, classifying, evaluating data, people, things) Talking (express ideas, thoughts, languages, conveying details, accurately, loudly, quickly) Paper and Pencil/pen Projector and Screen Copier. collator, reproduction Copying (entering, posting, transcribing data) Analyzing (examine, test data, present alternative actions) Hearing (receive details through oral communication, make fine differences in sound with other sound interference e.g. running machines, other people) Near acuity (at 20 inches or less when minute accuracy is essential) Far acuity (more than 20 inches when day and night/dark conditions are essential) Depth perception (3 dimensional vision, judge distances, space) Color vision (distinguish colors) Field of vision (up-down and right-left) Smell and Tasting Functions: Flavors & odors (distinguish similarities, differences, intensities, qualities using tongue & nose) Movement, Strength, Repetition Functions: Climbing Kneeling Reaching Balancing Crouching Grasping Stooping Crawling Picking/Typing/Keyboarding Sedentary (exert up to 10 lbs of force to lift, carry, push, pull, move objects; sit most of the time) Light (exert upt to 20 lbs of force to lift, carry, push, pull, move object; walk/stand occasionally) Medium (exert lbs of force, walk/stand frequently) Heavy (exert lbs of force, walk/stand routinely) Very Heavy (exert over 100 lbs of force, walk/stand routinely) Environmental Conditions: Weather (rain, snow, wind) Extreme cold (inside, outside) Extreme heat (inside, outside) Confined/restricted spaces Based upon Vibrations Hazards (fumes, odors, dust, toxic chemicals, allergens, Extreme noises Hazards (fumes, odors, dust, toxic chemicals, allergens, poor ventilation, shock)

REPORTS TO: Individual Position

REPORTS TO: Individual Position Staff JOB DESCRIPTION Form: HRF5005, Ver. 1, Revised 07/12/2013 DATE: 3/17/2017 POSITION #: FA9649-FA9664 NAME OF INCUMBENT(S): JOB TITLE: Academic Success Coach DIVISION: Office of Diversity and Inclusion