IT Help Desk Consultant (Temporary)

Full Job Description

The IT Help Desk Consultant serves as a frontline resource for students, faculty, and staff by providing timely and effective technical support across a wide range of information technology areas.

This role delivers assistance via telephone, email, and remote-access tools to resolve issues related to computer hardware, software applications, network connectivity, telecommunications, and other technology-related systems.

Using designated support platforms and knowledge-base tools, the consultant works to resolve questions and problems during the initial point of contact whenever possible.

In addition to troubleshooting, the consultant is responsible for accurately and promptly entering all service requests into the tracking database, ensuring that each ticket includes clear documentation of the issue and steps taken.

When a problem cannot be resolved immediately, the consultant assigns or escalates the request to the appropriate technical team and monitors progress to ensure full resolution.

Consistent follow-through, including responding to voicemail messages and updating users on ticket status, is an essential part of the role.

The IT Help Desk Consultant plays a key part in maintaining a high standard of customer service and contributes to Midlands Technical College’s commitment to providing exceptional support to its students, employees, and the broader community.

Through professionalism, clear communication, and a solutions-focused approach, the consultant helps create a positive and reliable technology experience for all users.

Requirements

Associate's degree in Computer Science or Information Technology and two (2) years experiences with troubleshooting of data communication equipment, office automation systems, processing of information or installation of hardware or software; or high school diploma and four (4) years' experience.

Qualifications

Must have knowledge of the latest Windows and Microsoft Office and working knowledge of the internet, especially those supported at MTC. Demonstrate well-developed customer service skills that are oriented toward professionalism and sensitivity to customer needs. Excellent communication skills both written and oral are preferred especially during consultation. Accurate communication with non-technical individuals on technical matters is a requirement. Must possess the ability to converse well in person and by telephone. Must have the ability to work effectively in a highly organized manner, paying close attention to details. Must be able to type 35-55 words per minute.