Help Desk Analyst II - ITS Help Desk

SUMMARY JOB DESCRIPTION

This is a technical position responsible for providing telephone-based support for students, employees, and guests of the university, hardware and software installation and repair, technical consulting, help desk system operation, and other related support services. Reports to the Assistant Director of Customer Service.

QUALIFICATIONS

Completion of at least two years of college coursework, Associate's degree, or Vocational Certificate with emphasis in microcomputers, microprocessors, or electronics repair is required. Related experience may be substituted for required education on a basis set forth by the Department of Human Resources. Three years of related experience is required. Experience providing support in a help desk, computer hardware/software support or customer support group is required. Microsoft, A+, or Apple certification is preferred.

ESSENTIAL JOB FUNCTIONS

Processes drop-off and pick-up of student computers according to procedure. Installs and repairs the various equipment and software on computer systems that are dropped off at the support center. Provides telephone-based support for users of university desktop computing services (hardware, software, and networking), providing problem-resolution consulting. Performs help desk system operation and other related support services. Stays abreast of developments, emerging trends, and strategies related to computing and communication technology and problem determination and resolution. Develops and evaluates help desk problem determination and resolution techniques. Upholds the university policy guidelines; recommends new and improved guidelines to ensure the highest quality of service and availability for supported systems. Maintains a positive working relationship with university departments and personnel to optimize working relationships and ensure satisfaction with the help desk support process.

NON-ESSENTIAL JOB FUNCTIONS

Responds to prioritized client work requests to resolve problems. Provides advice regarding any potential problem areas that may adversely affect performance of supported systems. Provides user support consultation and help desk system training services. Performs other related duties as assigned.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

The individual must possess the following knowledge, skills and abilities or, using some other form of skills and abilities, be able to explain and demonstrate that the individual can perform the essential functions of the job, with or without reasonable accommodation. Knowledge of, or the ability to learn, university and departmental policies and procedures. Knowledge of current computing and network support and hardware and software installation and maintenance. Knowledge of the principles of help desk software, internet, and tools used in the repair of desktop and portable computing devices. Skill in the use of client-side operating systems such as Windows and Macintosh platforms, Android iOS, and other operating systems. Skill in problem determination and resolution techniques of computer infections due to malware, software incompatibility, and hardware failure. Ability to analyze, organize, and prioritize work while meeting multiple deadlines. Ability to communicate effectively in both oral and written form. Ability to establish and maintain a good rapport with university faculty and staff, students, and the general public . Ability to analyze and solve work-related problems.

SPECIAL CONDITIONS OF EMPLOYMENT

Stephen F. Austin State University recognizes the potential for accidents in performing job-related tasks. SFA promotes a safe working environment. Employees will be responsible for completing assigned tasks safely and efficiently. Employee evaluations will include safe job performance. This is a security-sensitive position subject to criminal record check. This is a safety-sensitive position subject to drug and alcohol testing. This is an IT-sensitive position subject to the Computer and Network Security policy.