Help Desk Technician

SUMMARY:  The Help Desk Technician provides computer support and hardware/software troubleshooting for faculty, staff, and students. This position provisions, configures, and deploys new computers. Applicants must have strong oral and written communication abilities, be organized, and demonstrate well-developed interpersonal skills.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Support faculty and staff with computer and telecommunication issues, escalating issues as needed.
• Respond to Help Desk calls by logging pertinent information in a tracking system and escalating emergency situations to the appropriate individuals.
• Stay up-to-date with work orders in the ticket management system and respond to users in a timely manner.
• Assist with the setup of new PCs, including imaging and deployment of workstations.
• Function as a contact for students for troubleshooting, support, and assistance.
• Maintain and manage computers in the Student Computer Lab, including keeping systems up to date with antivirus and software updates.
• Troubleshoot and maintain printers and copiers, including toner supply.
• Perform other duties as assigned by the Director of Information Technology.

COMPETENCIES:  To perform this job successfully, an individual must have:

• a thorough knowledge of operating systems and office productivity software.
• outstanding problem-solving/troubleshooting abilities.
• strong organizational skills.
• a professional customer service approach.

QUALIFICATIONS:  

• Minimum of an Associate degree and 2-3 years of related work experience is required.
• A strong working knowledge of software applications, including MS Office Products and Windows operating systems, is required.
• A strong working knowledge of personal computers, including hardware and software, is required.
• CompTIA A+ certification is preferred.

Other Qualifications:  The Help Desk Technician must be available for emergencies and occasional evening and weekend work.

PHYSICAL DEMANDS:  The physical demands described here are representative of those requires to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to walk to different offices to resolve technical problems, to sit, use hands and fingers, and reach with hands and arms to type on and configure computer systems. Must be able to speak and hear faculty and staff members to discuss technical issues or problems. Lifting of equipment up to 50 pounds is required. The employee is occasionally required to stand, stoop, or kneel to set up computer equipment. Specific vision abilities required by this job include close vision to use a computer and to do the required paperwork.

WORK ENVIRONMENT:  The work environment characteristics described here are representative of those employees encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is in a shared, indoor office environment with a low to moderate noise level.

NOTE:  This job description in no way states or implies that these are the only duties to be performed. The employee will be required to follow any other instructions and to perform any other duties requested by his or her supervisor. Employees are expected to assist & provide coverage for co-workers during peak periods, vacation days, or sick days, at all locations, and to work with administration in the attainment of the university’s missions and goals.