Help Desk Specialist

The Help Desk Specialist role is to provide help desk support services to all end users (faculty/staff/students). 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 provide in-person, hands-on help at the desktop, laptop, tablet and/or printer level. Characteristics, Duties, and Responsibilities

• Provides help desk services and support to all desktops, laptops, tablets and printers.
• Fields incoming help requests from end users via telephone, e-mail and ticketing software in a courteous manner.
• Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Builds trust and elicits problem details from help desk customers.
• Extreme focus on high level of customer support is a must.
• Prioritizes and schedules problems. Escalate problems (when required) to the appropriately experienced technician.
• Records, tracks, and documents the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• References software updates, drivers, knowledge bases, and frequently asked questions resources to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the college and Information Technology department.
• Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Contact and work with vendors to ensure hardware repairs are reported and repair work is completed satisfactorily.
• Updates and maintains spreadsheet of computer inventory.
• Installs anti-virus software.
• Perform preventative maintenance, including inspecting and cleaning of workstations, printers, and peripherals.
• Tests fixes to ensure problem has been adequately resolved.
• Performs post-resolution follow-ups to help requests.
• Evaluates documented resolutions and analyzes trends to identify procedures to prevent future problems.
• Creates help sheets and frequently asked questions lists for end users.
• Provides support for special events around the college that may require technology and provides technical assistance at college board meetings.
• Facilitates the proper use of employees' computers and student computer lab facilities.
• Performs shift coverage to facilitate helpdesk operations, such as coverage for coworker vacation/sick time, transfer-of-operation to next shift, weekend/summer schedule shift coverage and other emergencies.
• Performs other duties as assigned, * This position's duties are normally performed in a typical interior/residence work environment, based on the activity scheduled.
• Some physical effort required; however, the employee must occasionally lift and/or move up to 40 pounds.
• No or very limited exposure to physical risk.
• Some travel required., + Public Job Posting on UCC.edu

• Internal Job Posting (Paper Posting)
• Personal Referral
• Agency Referral
• Print Advertisement/Publication (IE: Sunday Star Ledger)
• Linked-in
• Facebook
• NJ.com
• HigherEdJobs.com
• HERC.org
• Other Website Not Listed
• Other Source Not Listed

2. • If you heard of this employment opportunity from a print advertisement/publication, please indicate where you heard of this employment opportunity. If you have chosen a specific answer to question number one, please put "N/A" in the answer field. (Open Ended Question)
3. • If you heard of this employment opportunity from another web site or another source not listed in question number one, please indicate where you heard of this employment opportunity. If you have chosen a specific answer to question number one, please put "N/A" in the answer field. (Open Ended Question)
4. • Describe a situation when you tried to solve a problem with ideas and methods that had not been tried before. What was the result? (Open Ended Question)
5. • Describe a specific instance, in a group situation, where you made your views known about an issue important to yourself. What was the issue, and why was it crucial? (Open Ended Question)
6. • How do you decide which tasks take priority when organizing a complete project? (Open Ended Question)
7. • Do you have a valid New Jersey Drivers License?

• Yes
• No

8. • Effective September 1, 2011, the "New Jersey First Act" contains new residency requirements for most public officers and employees. Current, new, or prospective public employees should be aware that the New Jersey First Act, N.J.S.A. 52:14-7 (L. 2011, Chapter 70), requires employees of all public employers (for example, state, county, and municipal governments), public agencies, authorities, boards, bodies, commissions, public institutions of higher education, certain quasi-public entities, and all school boards to reside in the State of New Jersey unless otherwise exempted under the law. Are you currently a resident of the State of New Jersey?

• Yes
• No

Optional & Required Documents

Required Documents

1. Resume/CV
2. Cover Letter
3. Unofficial Transcripts (official due upon hire)

Associate's Degree in Computer Science or related field experience required Experience

• Minimum two years' experience with personal computer applications preferred.

• Minimum two years' experience in hardware diagnosis and repair preferred.

• Minimum two years' experience with applications in a Windows environment preferred.

• Minimum two years working in a computer assistance role preferred. Competencies and Skills Required

• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.

• Strong documentation skills.

• Ability to conduct research into a wide range of computing issues as required.

• Ability to absorb and retain information quickly.

• Ability to present ideas in user-friendly language.

• Highly self-motivated and directed.

• Keen attention to detail.

• Proven analytical and problem-solving abilities.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Exceptional customer service orientation.

• Experience working in a team-oriented, collaborative environment.

• Proficiency in current versions of Microsoft Windows operating systems, Microsoft Office, Ellucian Colleague and other PC products.

• Must be flexible and versatile in work assignments.

• Ability to read, write, speak and understand English.

• Must present neat, professional appearance.

• Must be willing to travel to other campuses as needed.

• Valid New Jersey Driver's License required., Full Time. Flexible schedule to meet department needs. Some evening, weekends, and extended hours will be required. Ability and willingness to travel on short notice to all on and off- campus sites as needed by the college. Mandatory overtime is required throughout the year, especially at peak times. Employee must establish primary residency in New Jersey within one year of appointment unless an exemption applies

We offer a comprehensive benefits package for full-time faculty and staff which includes Medical, Dental and Vision Benefits. We also offer twenty vacation days, ten paid holidays, and a ten-week summer work schedule which allows the college to close on Fridays. Other additional benefits include gym privileges, tuition remission for credit and non-credit courses at UCNJ Union College of Union County, NJ, and tuition reimbursement for an approved degree program at an accredited college or university.

UCNJ Union College of Union County, NJ does not discriminate and prohibits discrimination, as required by state and/or federal law, in all programs and activities, including employment and access to its career and technical programs.