Clemson University's CCIT Customer Support Services Department is looking for an Advanced Help Desk Consultant to fulfill the following duties:

• Serves as technical lead for CCIT Service Desk.
• Mentors, advises and supervises student employees at the Clemson Computing and Information Technology (CCIT) Help Desk and Call Center.
• Monitors, resolves, escalates, and follows-up on customer issues and works with vendors to resolve complex issues.
• Performs other duties as assigned.

40% - Essential - Advanced Tech Support:
Supports Clemson students, faculty, and staff by applying knowledge of computer software, hardware, and procedures to provide technical support investigating, identifying, and resolving advanced issues beyond the expertise of Service Desk student employees. Collaborates with other employees and departments as necessary to research and resolve problems.

25% - Essential - Application Administration:
Assists the Application Support team to provide application administration, scripting, and support for hardware, software, applications, and cloud-based solutions; resolving problems and maintaining new and existing systems.

20% - Essential - Training and Supervision:
Assists in training of Service Desk student employees on all supported software. Mentors and supervises student employees, as needed. Assists in the development and implementation of training roadmaps as required. Provides training to individuals or small groups of Clemson employees on supported software. Engage in continuous improvement activities to raise customer satisfaction and increase efficiency.

15% - Essential - Documentation:
Develop and document technical procedures and/or online training documentation using various technologies for CCIT related tools and services. Provide support in maintaining knowledge base and/or other support documentation.

Education - High School Diploma or Equivalent

Work Experience - Experience in office automation systems, data communications system design, installation, operation, repair, sales or marketing, or processing of information in a data processing environment or related systems. A degree in a related field may be substituted for the required experience on a year-for-year basis.

JOB KNOWLEDGE
Fundamental Job Knowledge - Fundamental working knowledge of concepts, practices and procedures and ability to apply in varied situations

SUPERVISORY RESPONSIBILITIES
Supervises Student Workers only - Supervises Student workers only

BUDGETARY RESPONSIBILITIES
No Budget Responsibilities - No fiscal responsibility for the department's budget.

100% - Communicate, converse, give direction, express oneself

No Work Conditions

Standard Hrs: 37.5; Expected Salary Range: ($ 45,965.00 - $ 58,398.00)

Normal Operations

Required to follow emergency facility closure directives, and not normally expected work on-site during emergency situations.

Clemson, SC

December 12, 2022

MILITARY EQUIVALENCY:
Clemson University is proud to allow educational equivalency for military technical certifications and trainings that directly relate to the job duties.

VETERAN PREFERENCE STATEMENT:
South Carolina is making our Veterans a priority for employment in state agencies and institutions.

Clemson University is an AA/EEO employer and does not discriminate against any person or group on the basis of age, color, disability, gender, pregnancy, national origin, race, religion, sexual orientation, veteran status or genetic information. Clemson University is building a culturally diverse faculty and staff committed to working in a multicultural environment and encourages applications from minorities and women.