Job Details
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ABOUT WILLAMETTE UNIVERSITY
Willamette University is a nationally-renowned private liberal arts university with graduate programs in business, law, data science, and fine arts. Founded in 1842, Willamette is the first university established in the western U.S. located in the heart of the PNW. Campuses are located in both Salem and Portland, Oregon close to the Oregon Coast, Cascade Mountains, and vibrant cities of the Pacific Northwest.
The university motto, "Not unto ourselves alone are we born," captures the essence of this distinguished university. It speaks to the commitment to community service, to the extraordinary collaboration between faculty and students, and to the tradition of service and civic engagement that is typical of Willamette alumni.
Willamette University provides a highly-valued, well-rounded, and comprehensive benefits package to employees: Benefits Summary
If you need assistance applying for a job or have any questions on recruitment at Willamette, please contact our HR Department, ...@willamette.edu or call us at 503-###-####.
Instructions for Applicants:
Please read the following carefully before beginning the online application process. To be considered for employment at Willamette University, please complete our online employment application. Your application and all required attachmentslisted at the bottom of the pagemust be submitted for each individual job post that you are interested in applying. Once you submit your application you will not be able to edit your application.
Position Summary:
Within the Willamette Integrated Technology Services (WITS), The Help Desk Technician is a pivotal figure in the IT Services team, dedicated to ensuring the seamless functioning of both academic and administrative technology on campus. As the first-point-of-contact for all IT-related inquiries, this role not only focuses on providing swift and adept solutions to daily tech challenges but also plays a crucial role in enhancing the university's academic and administrative efficiency. The technician will work closely with faculty, staff, and students, providing them with level-one tech support, while also imparting knowledge and skills to student employees. Embodying a service-oriented approach, the Help Desk Technician must consistently uphold professionalism and a commitment to elevating the technological experience of every customer of the Willamette University.
Duties and Responsibilities:
- First-Point-of-Contact: Address and resolve incoming support request related to hardware, software, network, and other IT-related issues.
- Ticket Management: Log, track, and manage help desk tickets efficiently, ensuring that issues are resolved in a timely manner.
- Student Employee Coaching: Mentor and coach student employees, guiding them through problem resolution processes and ensuring a consistent quality of service.
- Technical Support: As-needed, provide hands-on technical support, which includes the installation, configuration, and troubleshooting of hardware and software.
- Documentation: Maintain and update knowledge bases, FAQs, and documentation to assist in quick problem resolution and to facilitate the training of student employees.
- Continuous Learning: Stay updated with the latest technologies, solutions, and best practices to provide the most efficient support possible.
- Collaboration: Work closely with other WITS departments to address and resolve more complex IT issues.
- Other related duties as required.
Minimum Qualifications - Prior experience in a help desk or technical support role.
- A good understanding of common hardware, software, and networking systems.
- Excellent communication and interpersonal skills.
- Demonstrated ability to mentor or coach others.
- Service-oriented mindset with a strong commitment to providing exceptional customer service.
- Ability to work efficiently in a fast-paced environment and manage multiple tasks simultaneously.
- Familiarity with ITSM tools or ticketing systems is a plus.
Typical Work Schedule:Monday- Friday, 8am - 4:30pm
Physical Demands & Working Conditions:Typical work is preformed indoors in an office environment. Candidates should be able to look at a computer monitor for a long period of time, be able to lift fragile items weighing up to 50 pounds, able to walk around campus buildings, craw under desk for computer setup / troubleshooting, and feel comfortable on an the top of an 8 - 10 foot ladder while troubleshooting A/V Equipment.
You will need to upload the following documents as part of your application materials in the "My Experience" section labeled Resume:- Cover letter addressing the required/desired qualifications and presenting any other applicant characteristics which deserve emphasis
- Current Resume
Applications will be reviewed on a rolling basis as received until the position is filled.Incomplete applications will not be considered. Believing that diversity contributes to academic excellence and to rich and rewarding communities, WU is committed to recruiting and retaining a diverse faculty, staff and student body. We seek candidates, particularly those from historically under-represented groups, whose work furthers diversity and who bring to campus varied experiences, perspectives and backgrounds.
BACKGROUND CHECK REQUIREMENT:
All University positions require that candidates submit to a criminal conviction record check prior to hire. Conviction does not automatically preclude candidates from being hired. Nature of conviction will be considered relative to the duties of the position.
REASONABLE ACCOMMODATIONS STATEMENT:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.