Job Details
Position Start Date
As soon as possible
Salary/Wage
Commensurate with experience
Terms/Schedule
1.0 (8hrs per day) M-F, year-round position
Appointment Type
Full Time
Description
Position Summary:
This position ensures proper computer operation so that end users can accomplish their required technology tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve in-person, hands-on help at the desktop level.
Position Duties:
Essential Job Functions:
Understand, respond, and adapt to changing needs in educational settings.
Demonstrate ability to work productively in a team environment.
Respond to incoming help desk requests from end users via the ticketing system, telephone, or e-mail in a courteous manner.
Ensure all pertinent end user identification information has been documented including name, location, contact information, and nature of problem or issue.
Access software updates, drivers, knowledge bases, and frequently asked question resources on the Internet and other resources to aid in problem resolution.
Perform hands-on troubleshooting and repair at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications as necessary.
Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
Test resolutions to ensure the problem has been adequately resolved
Perform post-resolution follow-ups to help requests.
Follows standard help desk procedures and logs all help desk interactions within the help desk tracking system.
Identifies and escalates problems when necessary to the appropriately experienced technician.
Researches and keeps current knowledge with system information, changes, and updates.
Explain complex technical concepts to a general audience.
Qualifications
Education: An associate degree or equivalent experience in a relevant technology area is required.
Experience: Minimum of two years experience working with technology systems and experience with customer service roles.
Personal Attributes Required:
Strong oral and written communication skills, customer service orientation, and problem analysis skills.
Adaptable and able to plan and organize workload.
The ability to develop accurate, concise and grammatically correct written correspondence.
Problem solve complex issues utilizing various methods including research, third party support, and questioning.
Essential Physical / Mental Requirements:
This position is performed mostly indoors. Employee must be able to do the following:
Sit or stand for prolonged periods, up to 6 hours in an eight-hour day.
Perform light physical work, frequently lifting up to 10 pounds and occasionally lifting up to 30 pounds without assistance in an indoor setting.
Communicate effectively on the telephone and in person to provide information and assistance.
Move throughout the building and from building to building.
Must be able to reach in all directions and bend/stoop to store and retrieve files, use telephone, calculator, computer and other office equipment.
Have dexterity and hand/eye coordination necessary to operate computer keyboard, hand tools, test equipment and other office equipment such as fax machine, printers, etc.
Participate in numerous conversations throughout the day, over a variety of media formats.
Complete job duties in an environment where background noise and frequent interruptions are the norm.
Maintain concentration and focus on tasks requiring timeliness and attention to detail.
Candidate Requirements
Additional Requirements
- Cover Letter
- Resume
- Custom Questions
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