POSITION: Student Helpdesk Specialist
POSITION DESCRIPTION
This position is one of a team of specialists in the area of Technology Advancement and Support. This position is
responsible for general student client technology support that may include diagnosing and resolving issues pertaining to
standalone and interconnected systems hardware, software and network devices used by CTC students. The position
directly addresses technical issues for students on 8 campuses in six counties. And serves as the technical liaison for
over 5,000 students. Reporting to the Communications and Network Administrator, the specialist works closely with the
other Technology Advancement and Support staff to ensure that all servers and related services necessary for
administration and instructional needs on the Student domain are identified, investigated, purchased, inventoried, and
maintained. The focus for the specialist is on the administration of the Student Helpdesk by providing support for
Office365 and other avenues of student learning. This position assists in troubleshooting technical and domain related
problems with the students and serves as a conduit between the students and the College to resolve issues and identify
changing needs in technology.
MINIMUM QUALIFICATIONS
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Bachelor’s degree in computer science, information systems or related field with 1-3 years of experience; OR
Technical associates degree with 3-5 years of information systems experience OR
High School diploma or equivalent plus 5 -7 years of work experience in technical helpdesk/support role.
Possession of or ability to readily obtain a valid driver’s license issued by the State of Georgia for the type of
vehicle or equipment operated.
BENEFITS
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Benefits include paid holidays, annual leave, and the State of Georgia Flexible Benefits Program.
Please be aware that all Chattahoochee Technical College employees must be paid by DIRECT DEPOSIT unless
exempted by the State Accounting Office based on “hardship” evidence provided by the employee.
APPLICATION PROCEDURE
APPLY ONLINE ONLY @ www.chattahoocheetech.edu and select “Contact Us” then “CTC Jobs.” For a complete file,
fill out an online application, upload cover letter, resume, unofficial transcripts and include three professional references’
contact information on application. Before a candidate is hired, a pre-employment criminal background investigation and
employer/professional reference check will be conducted. Following screening, candidates may be asked to submit
further documentation. Candidates who do not submit a current resume and cover letter will not be considered.
RESPONSE DEADLINE
Open until Filled
ANTICIPATED OFFICIAL EMPLOYMENT DATE
September 2015
EMPLOYMENT POLICY
Chattahoochee Technical College is accredited by the Southern Association of Colleges and Schools Commission on Colleges to award associate
degrees. Inquiries related to the college’s accreditation by the Commission may be directed to SACSCOC, 1866 Southern Lane, Decatur, Georgia
30033-4097 or telephone 404-679-4500. Questions related to admissions and the policies, programs, and practices of Chattahoochee Technical
College should be directed to the College.
As set forth in its student catalog, Chattahoochee Technical College does not discriminate on the basis of race, color, creed, national or ethnic
origin, gender, religion, disability, age, political affiliation or belief, genetic information, veteran status, or citizenship status (except in those special
circumstances permitted or mandated by law). The following person(s) has been designated to handle inquiries regarding the non-discrimination
policies: Chattahoochee Technical College Title IX Coordinator, Cheri Mattox-Carroll, 5198 Ross Road, Room 132N, Acworth, GA 30102, (770) 9754152 or (770) 528-5805, or cheri.mattox-carroll@chattahoocheetech.edu or Chattahoochee Technical College Section 504 Coordinator, Mary
Frances Bernard, 980 South Cobb Drive, Building G1106, Marietta, GA 30060, (770) 528-4529 or maryfrances.bernard@chattahoocheetech.edu.
A Unit of the Technical College System of Georgia.
Job Description Follows:
Student Helpdesk Specialist,
Technology Advancement & Support
Student Helpdesk Specialist
Technology Advancement and Support
TAS/17
FLSA Status: Exempt
JOB SUMMARY
This position is one of a team of specialists in the area of Technology Advancement and Support. This position is
responsible for general student client technology support that may include diagnosing and resolving issues pertaining to
standalone and interconnected systems hardware, software and network devices used by CTC students. The position
directly addresses technical issues for students on 8 campuses in six counties. And serves as the technical liaison for
over 5,000 students. Reporting to the Communications and Network Administrator, the specialist works closely with the
other Technology Advancement and Support staff to ensure that all servers and related services necessary for
administration and instructional needs on the Student domain are identified, investigated, purchased, inventoried, and
maintained. The focus for the specialist is on the administration of the Student Helpdesk by providing support for
Office365 and other avenues of student learning. This position assists in troubleshooting technical and domain related
problems with the students and serves as a conduit between the students and the College to resolve issues and identify
changing needs in technology.
MAJOR DUTIES
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Is accessible to all students to respond to helpdesk calls or email requests involving (limited to) student user,
email, and Banner Accounts.
Identifies and resolves problems in an efficient and timely manner and is responsible for ensuring any reported
problem by an end-user is resolved.
Will monitor College Social Media sites for posts and respond accordingly.
Will communicate with Student Services to respond to any “Ask Swoop” request of a technical nature.
Will support and maintain Student Domain functions, including: Active Directory, Group Policy, and Print
Management.
Effectively communicates technical information with team members and customers alike.
Will support and maintain Active Directory Synchronization between CTC systems and Student email systems.
Assesses the effectiveness of new technologies as they are introduced and implemented; works with end-users
and revises or reconfigures systems as necessary to meet their needs.
Ensures that training is provided for the users of any new technologies introduced.
Provides training to the Technology Support Technicians to ensure their ability to support the new technologies
introduced.
Proactively identifies ways to avoid recurrence of customer issues by regularly improving processes, technical
articles, and procedures.
Responds to the needs of the department and the college by assisting other team members when necessary.
Position may demand irregular hours to ensure services are configured and maintained in a manner to minimize
the impact on the operations of the college on all campuses.
Performs other related duties as assigned.
Additional responsibility as the College needs dictate.
KNOWLEDGE REQUIRED BY THE POSITION
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Interpersonal skills: negotiation, listening (for system requirements specifications by users/operators), customer
service.
Critical thinking skills.
Server Operating Systems, configuration, and maintenance concepts, Trouble Shooting skills.
Email administration skills, to include: message transport, mail databases, Exchange hybrid deployments,
recipient administration, and mail filtering rules.
Job Code 80037
Student Helpdesk Specialist,
Technology Advancement & Support
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Domain administration skills, to include: Active Directory, Group Policy, domain replication, print management,
and DFS.
Must act independently and be self-motivated.
Computer/technology skills, to include: Office applications, email, configuration tools, and Office 365.
Ability to communicate effectively, both orally and written.
Knowledge of programming systems, software and hardware configuration.
Organization skills.
Knowledge of State of Georgia data integrity and security policies preferred.
Superior time management and prioritization skills.
SUPERVISORY CONTROLS
The Communications and Network Administrator assigns work in terms of goals and objectives. The supervisor spotchecks completed work for compliance with procedures and the nature and propriety of the final results. Some tasks
may require the use of individual judgment according to general guidelines and best practices.
GUIDELINES
Guidelines include Chattahoochee Technical College policies and procedures, federal and state rules and regulations.
These guidelines are generally clear and specific but may require some interpretation in application.
Other guidelines include TCSG policies and procedures, and operation manuals, or instructions from various systems
and platforms.
COMPLEXITY/SCOPE OF WORK
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The variety of tasks to be performed contributes to the complexity of the position.
The purpose of this position is to administer and maintain software and hardware systems related to the student
body of the college. Success in this position contributes to the efficient and effective delivery of instruction as well
as administrative processes.
CONTACTS
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Contacts are typically with students, co-workers, administrators, and computer system end-users.
Contacts are typically to support end users related to the student information systems (i.e. Email, Banner, Angel)
engage vendors in new technologies, investigate needs of the college, train users of technology, and provide and
gain cooperation of a team necessary to have functional systems across all campuses.
PHYSICAL DEMANDS/ WORK ENVIRONMENT
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Normal operations of the position are in a business office/collegiate environment, but may also include work
outside, storage/wiring closets, and other sites as necessary to ensure proper operation of responsible area of
technology.
Position also requires considerable use of a computer station, including viewing monitors and using keyboards
and mice.
The work is typically performed while sitting at a desk or table or while intermittently sitting, standing, bending,
crouching or stooping.
SUPERVISORY AND MANAGEMENT RESPONSIBILITY
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This position has no supervisory responsibilities.
MINIMUM QUALIFICATIONS
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Bachelor’s degree in computer science, information systems or related field with 1-3 years of experience; or
Technical associates degree with 3-5 years of information systems experience or
High School diploma or equivalent plus 5 -7 years of work experience in technical helpdesk/support role.
Job Code 80037
Student Helpdesk Specialist,
Technology Advancement & Support

Possession of or ability to readily obtain a valid driver’s license issued by the State of Georgia for the type of
vehicle or equipment operated.
Job Code 80037