Help Desk Specialist

Position Details

Posting Summary

College

Information Technology / CIO

Executive Area

Provost & VP Academic Affairs

Department

Office of Information Technlgy

Posting Detail Information

Posting Number

S328P

Job Type

Full Time, Regular

Pay Type

Nonexempt/Hourly

Pay Grade

Campus Location

WMU-Kalamazoo - Main Campus

Salary Range

Pay is commensurate with qualifications and experience, combined with an excellent benefits package.

Number of Vacancies

General Summary

Provides technical support to end users, while maintaining information technology standards and procedures and ensuring security of University systems.

Major Duties

Provides technical support to the University community and ensures the majority of issues are resolved and more complex issues are directed elsewhere.
Develops, tests and maintains a complex set of troubleshooting techniques to assist with numerous technology related issues.
Analyzes, documents and ensures all security risks are handled properly within the University security policies and procedures.
Provides support to students within the e-learning system. Ensures students can navigate, submit, view and complete all course content, including videos, assignments and presentations.
Instructs end-users on department and University policies governing computer usage and data security. Suggests policy modifications based on feedback from students, faculty and staff.
Responsible for communication to the campus community via email, text and blog regarding updates, upgrades and both scheduled and unscheduled outages.
Develops, implements and creates training documentation governing help desk activities, policies and procedures.
Participates in information technology projects and committees.
Responsible for reporting telecommunication issues. Serves as first line for all user-related phone calls.

Minimum Qualifications

Some college coursework from an accredited institution.
One year’s relevant experience.
Strong interpersonal, written and verbal communication skills.

Desired Qualifications

Relevant industry certification.

Special Instructions to Applicants

Internal applicants should use the WMU – Internal Application.
External applicants should use the WMU Application.

Additional Position Information

Staff Compensation System pay grades and rates are available
Effective June 26, 2023, the Staff Compensation System pay grades and rates are available at: https://wmich.edu/hr/staffcompensation
Western Michigan University offers generous benefits to its employees including health, dental, vision, life and disability insurance, retirement, and tuition discount for the employee and tuition remission for eligible dependents. To access information about the specific benefits available for this position, s://www.wmich.edu/hr/enrollment-staff

Physical requirements and working conditions

Office or other indoor work with minimal physical demands such as occasionally lifting or moving materials less than 25 pounds.
Work is generally performed in a well-lit, temperature-controlled indoor environment with occasional exposure to the outdoors or any number of elements.

By Western Michigan University

Western Michigan University (WMU) serves about 25,000 students at its main campus in Kalamazoo and branch campuses in Battle Creek, Benton Harbor-St. Joseph, Grand Rapids, Holland, Lansing, Muskegon, South Haven, and Traverse City, Michigan. The p...

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INDUSTRY

Colleges & Universities

TEAM SIZE

501-1000

LOCATION

Hybrid, based in Kalamazoo, MI

DATE POSTED

June 23, 2023