Helpdesk Coordinator - Cornell College

Applications are being accepted for the position of Helpdesk Coordinator. This position serves as the main contact point for the Cornell College IT department and is responsible for the prioritizing, triaging, and dispatching of incidents and requests received via phone, ticket, and walk-in. The coordinator performs essential troubleshooting for a variety of issues with phones, laptops, desktops, printers, and A/V equipment, assists with inventory management and audits, manages general office duties, and can be trained to assist with deskside support tasks.

Duties & Responsibilities

• First line contact for diagnosing college-owned computers, hardware, software, and peripherals.
• Support new computer hardware and software including Windows and Apple-based systems.
• Order necessary parts, and/or contact technical support and vendors as needed.
• Primary owner for purchasing and billing
• Train and oversee student workers.
• Assist in coordinating cyclical upgrades of new computer hardware and software.
• Organize desktop services technical work and storage area.
• Assist students with personal computer connectivity issues and other software issues.
• Assist the network team with student network maintenance and troubleshooting as needed.
• Assist with phone, printer, and A/V issues
• Maintain and audit accurate inventory database
• Follow process to ensure compliance with software licenses.
• Participate in long and short-term campus technology planning.
• Other duties as assigned.

Because Cornell College values diversity and strives to create a welcoming community in which all individuals are respected and included, the entire campus community is called upon to engage in dialogue around issues of difference, identity, and ideology. The college is committed to fostering a faculty and staff community that reflects our diverse student body. We encourage applications from candidates who share our vision for a campus that embraces differing backgrounds, viewpoints, and identities, and who will excel at mentoring students who are broadly diverse. (See our diversity statement here.) 

About Cornell College 

Cornell College is a selective liberal arts college distinguished by our Ingenuity curriculum that builds on the strengths of our One Course At A Time schedule. This combination encourages the qualities of being thoughtful, original, and inventive, using the strengths of a liberal arts education to apply ideas to solve problems and meet challenges through hands-on experience in learning. Academic immersion, Division III NCAA athletic teams, and unparalleled flexibility attract an ambitious student body from across the U.S. and worldwide. We are located in Mount Vernon, Iowa, an urban fringe community located in the heart of the ICR Iowa region.

Qualifications and Education Requirements

Excellent written and verbal communication, presentation, organization, and problem-solving skills. Able to use existing documentation to guide work.  Ability to effectively communicate and interact professionally in a variety of situations (in person and on the telephone).  Must be able to manage time, meet deadlines, set priorities, and work independently and as part of a team.  Must have basic knowledge of computer networking, desktop operating systems, and software (specifically Windows, Mac OS, and Microsoft Office Suite). Ability to troubleshoot network connections and operating systems.

Associate's degree in an appropriate computer-related field or equivalent technical certifications and experience desired. Apple experience is a plus.  1-3 years of computer technician experience is preferred but not required. A desire to learn and provide a great end-user experience is a must. 

Working Conditions

The work is on campus primarily at a desk, with occasional walking outdoors in varied weather conditions to get from building to building.  Some time will be spent in other offices or standing in a computer lab or classroom environment. Work will be primarily during college business hours, with an occasional evening or weekend possible though unlikely. All requirements are subject to change over time, with possible modifications made to reasonably accommodate individuals with a disability.  The position works 100% in person.

Cornell College offers a fantastic benefits package that includes health, dental, vision, HSA & FSA accounts, a TIAA 403(b) retirement account, and tuition remission and exchange for employees and dependents. We also offer life insurance, disability insurance, travel insurance, and accident insurance. All full-time staff begin with a 4-week vacation accrual along with 14.5 paid holidays per year.  The hiring pay range for the position is $18 - $22 per hour. 

Application Process

To apply, submit a cover letter, resume, and list of at least three professional references through Cornell College's online application system.

Cornell is an equal-opportunity employer and encourages applications from women and minorities. Cornell complies with Iowa's Smoke-Free Air Act. Cornell utilizes E-Verify and requires satisfactory completion of a background check.