Help Desk Technician

The Help Desk Technician will provide software, hardware, and systems support to Regent University faculty, staff, and students by responding to support calls, voice messages, and e-mails directed to the Help Desk. The position will also manage and track issues using the IT ticketing system., * Act as the initial point of contact for Regent University computer users. Respond to support calls and respond to e-mails/tickets regarding software, hardware, networking issues, etc. Escalate support incidents to the appropriate IT staff group when necessary

• Answer phone calls and e-mails in a prompt, courteous manner. Log calls into the IT ticketing system
• Work closely with other IT Departments to resolve issues effectively
• Stay current with supported software and hardware
• Promote efficiency and effectiveness improvements for the Help Desk
• Maintain documentation of all Help Desk processes and procedures

Additional Responsibilities:

• Participate in staff training and departmental meetings.
• Assume other duties as assigned by supervisor.

Do you have experience in Phone communication?, Do you have a Bachelor's degree?, * College-level training and/or bachelor's degree required

• Previous customer service experience required (phone skills, data entry, and ability to discuss and probe technical issues while handling multiple calls).
• Computer operations or support experience required.
• Experience with Windows 10. Experience with a variety of major PC applications (including Microsoft Office) and the Internet required.
• Experience with Apple Mac computers, multimedia systems, Microsoft Exchange, Microsoft Active Directory networks highly desired.
• Experience with systems in a college or university environment desired.

Candidates must have:

• Commitment to Regent's core values of Excellence, Innovation, and Integrity

Pulled from the full job description

• Health insurance
• Retirement plan
• Flexible spending account
• Life insurance
• Disability insurance, Regent offers a wide range of generous benefits including health, life and disability insurance; flexible spending accounts; tuition incentives; fully vested retirement plans; life and disability insurance options, time off, and more. All regular faculty and staff serving at Regent and working a minimum of 30 hours per week will receive an attractive benefits package.