Help Desk Technician

Tennessee State University Office of Technology Services invites applications for the position of Help Desk Technician. This position is part of the Office of Technology Services (OTS) User Services team and reports to the User Services manager. This position will provide Tier I support via phone, email, remote applications and walk-ins to the Helpdesk area.

The IT Helpdesk Technician plays a crucial role in providing technical support and assistance to staff and students at Tennessee State University. This position is part of the Office of Technology Services (OTS) User Services team. This position will provide Tier I support via phone, email, remote applications and walk-ins to the Helpdesk area. The Helpdesk Technician will fulfill the following job duties and others as needed:

· Providing quality customer service to end-users via phone, email, remote applications, and in-person. · Enforce basic security protocols such as video verification and other procedures to confirm user identity. · Receive and inventory IT equipment, ensuring accurate records are maintained. · Create/maintain/update work orders/tickets via incident management system. · Triage work orders/tickets to the appropriate it groups. · Create documentation/instructional guides for users. · Perform password resets, basic troubleshooting of campus desktop hardware/software technologies, and other Helpdesk Operational procedures. · Ensure compliance with all OTS policies and procedures during support operations. · Participate in training sessions and professional development opportunities to enhance technical skills.

This is an in-person role that works 37.5 hours per week in alignment with university full-time employee standards within the Helpdesk operating hours. The Helpdesk operating hours are M-F 7:30am - 7:30pm. The candidate must be available to work evenings, weekends, or an adjusted schedule as necessary to address emergency support services.

Official transcripts for positions which require a post-secondary undergraduate degree, advanced degree and/or certification must be presented upon hire. An unofficial transcript may be attached in the "Transcript" section. You will be required to provide names and contact information for three references during your application to the posting. If you are the recommended candidate for the position, our online hiring system will automatically generate solicitation for these letters using contact information you provided., Requires graduation from a standard high school or equivalent academic training in computer science, information systems or related field in addition to the following below:

· Professional customer service skills. · Understanding of computer hardware, software, and networking concepts. · Excellent communication and interpersonal skills. · Ability to work effectively in a team-oriented environment. · Must be able lift 30 lbs. minimum.

Preferred Qualifications/Experience: Candidates with these preferred qualifications will be more competitive as they demonstrate a deeper understanding of IT operations and best practices, making them better equipped to contribute effectively to our team.

· Associate degree or higher specializing in an IT or technology related field. · 1 yr. experience working in an IT professional environment or computer related field. · CompTIA A+, Net+, Sec +, ITIL or other IT related certifications. · Experience with inventory management and asset tracking software. · Knowledge of current trends and technologies in IT support services., Official transcripts for positions which require a post-secondary undergraduate degree, advanced degree and/or certification must be presented upon hire.

Tennessee State University offers eligible employees a competitive benefits package that includes annual leave (vacation), sick leave, medical, dental, vision, life insurance, retirement, flexible benefits plans and more. Quick Link https://jobs.tnstate.edu/postings/10434