Help Desk Associate

Provide initial employee support for technical inquiries received via phone, email, and messaging applications. Assess the nature of problems and resolve basic support issues. Troubleshoot software and hardware issues on laptops, desktops, tablets, and/or smartphones. Log or record support tickets and/or cases. This position would utilize industry recognized incident management, remote management, and system management tools to monitor, assist, and resolve issues for users and other departments within the university. For more complex issues, transfer internal customers to second-level Help Desk Technicians. This position will need to quickly become familiar with University Identity Management tools, student information systems, University monitoring tools, and other University Enterprise Systems. This person must also demonstrate a strong track record of proven customer service.

This position will uphold the ITS core principles of outstanding collaboration and communication, a drive to succeed, a passion for higher learning, and acting with integrity.

High school education; equivalency considered
One year computing support or related experience to include customer service; required
Knowledge and/or experience with Windows or Mac computer systems; required

Proven Customer Service Skills; required

Excellent written and verbal communication skills; required

Ability to multi-task and manage competing priorities; required

Knowledge and experience with Microsoft Office suite of products; required

Knowledge and experience with e-mail, mobile devices, and Internet Browsers; required

Knowledge of network connectivity procedures; required

Associate’s degree in technology or related field; preferred