Help Desk Technician

The Help Desk Technician will be responsible for providing technical assistance and support to customer-reported issues or inquiries regarding computer systems, hardware, or software. The Technician will be tasked with but not limited to: responding to general inquiries, running diagnostic programs, isolating problems, creating documentation, and determining and implementing solutions. It is expected that the Technician use the University’s Ticketing System and Knowledge Base to document and clearly communicate requests, problems, and issues to customers and colleagues.

Responsibilities

• Listen and ask educated questions to determine the root cause of issues in addition to providing clear and positive responses
• Monitor and respond quickly and effectively to University faculty, staff, and student inquiries received through the IT Help Desk ticketing system
• Provide technical assistance and support for concerns and issues related to systems, software, and hardware
• Work in an environment that requires following procedures and documenting actions without direct supervision
• Run diagnostic programs and scripts to resolve problems related to hardware or software
• Report significant and recurring issues to the tier-2 support teams
• Collect feedback to determine patterns and issues such that they can be resolved or FAQs can be provided to ease troubleshooting
• Create documentation to aid with troubleshooting and system processes
• Image and deploy computer and mobile hardware assigned to University employees
• Assist the Infrastructure Team with imaging campus lab and classroom computers during semester breaks
• Refurbish computers and mobile devices for redeployment

• One to two years of proven experience as a Help Desk Technician or another customer service role
• Ability to diagnose and resolve basic computer/technical issues and convey technical concepts in a non-technical manner
• Excellent communication, analytical and problem-solving skills
• Keen attention to detail, a memory of patterns, and an interest in problem-solving
• Experience with Microsoft Azure or any other MFA system
• Experience with computer and mobile device management systems
• Ability to handle stressful situations with professional composure Basic knowledge of TCP/IP networking: networking topology, protocols, and services