A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
This position ensures proper computer, telephone, printer, and classroom technology operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. The Help Desk Technician is expected to provide excellent customer service to the campus community and guest.
DUTIES AND RESPONSIBILITIES
Fields incoming help requests from end users in person, or via telephone or e-mail, in a prompt, courteous, and professional manner. Performs general problem solving and assistance on a variety of software applications and hardware systems supported by ITS. Prioritize and escalate problems to the appropriate area within the ITS department, when level one support cannot solve the problem. Test fixes to ensure problem has been adequately resolved, and perform post-resolution follow-ups to help requests. Prioritizes problems and projects. Research solutions to problems. Escalate problems, when required, to the appropriately experienced individual, group, or department. Documents user requests and problems, including all pertinent end user identification information, including name, department, contact information, and nature of the request or problem. Handles confidential information with discretion. Manages computer accounts by assisting users with password change/reset, and extending expired accounts as appropriate. Collaborates with team members to make recommendations for improved internal processes, and improved customer service experience. Receives cross-training in other areas of the department, and provide support in covering those areas if there if there is a shortage of staff, or overflow in workload. Maintains technically current and relevant through self-directed professional reading, developing and maintaining professional contacts, professional development, and training. Develops training material and help guides for users and support staff. Assists with training of new hires within the department. Maintains regular attendance. Performs other job-related duties as assigned. Qualifications
MINIMUM REQUIREMENTS
EDUCATION :
Associate's degree in any field.
EXPERIENCE
1 year of demonstrated experience providing technology support.
PREFERENCE
Bachelor's degree in any field.
EMPLOYMENT REQUIREMENTS
Specialty licensure/certification may be required, as specified by the department. Successful candidate may be subject to a criminal background check.
KNOWLEDGE, SKILLS, & ABILITIES
Excellent communication skills. Excellent customer service skills. Functional and technical knowledge of Windows and Mac OS. Functional and technical knowledge of Office 365, Brightspace, and
ZOOM. PHYSICAL DEMANDS
Moderate physical effort. May require occasional lifting, handling, pushing, or moving objects up to 50 pounds.
