Help Desk Technician I

Provides technical support for customers through the Help Desk, cross trains with Desktop Technicians, and works on a variety of projects within iTech and with customers across the university., * Demonstrating excellent listening and communication skills, responds to user questions and inquires via telephone, email, web, remote, and other communication methods in order to provide diagnostic customer support for desktop and personal computer related problems. Determines source of problem and resolves problem or coordinates the resolution with available support staff.

• Helps manage the work order queue and facilitate the timely resolution of issues. Updates customer with status and information about work order. Records events, problems, and their resolutions in work order logs in order to suggest possible improvements on procedures. Shares feedback or suggestions from customers with the appropriate internal team(s).
• Assists the Help Desk Technician II(s) in training new employees. Works to maintain cooperative and mutually supportive relationships between Help Desk Technicians and Desktop Technicians. Reports issues to the Customer Service Manager or Technology Support Services Director.
• Works with other teams within iTech for collaborating IT projects. Provides IT support during events on campus such as student orientation and registration.
• Administers certain software products such as work order software, remote assistance, virus scan, etc. Continually works on knowledge base for employee use.
• Maintains and/or increases technical knowledge through coursework, workshops, seminars and reading.
• Performs other duties as assigned.

Associate’s degree from an accredited college or university in a computer-related field and a minimum of two years’ experience in a desktop support position or a high school diploma/GED and a minimum of four years’ experience in a desktop support position. Directly related experience may be substituted for the education requirement on a year-for-year basis.

Knowledge, Skills & Abilities

• Telephone customer relations skills and experience.
• Excellent communication skills, both written and verbal.
• Ability to maintain high customer satisfaction.
• Ability to perform effectively in stressful situations.
• Proven ability to multi-task.
• Proficient in technology-related diagnostics & analysis.
• Proficient with Microsoft Office Suite products.
• Strong work ethic and be a self-starter able to effectively manage multiple priorities and adapt to change within a fast-paced environment.

Since our founding in 1910, The University of Southern Mississippi has remained dedicated to preparing students for success. We deliver programs to more than 13,000 students in Hattiesburg and Long Beach, at teaching and research sites across the Mississippi Gulf Coast, as well as online. We are a community-engaged Carnegie R1 university, earning distinction as one of the nation’s leading research institutions.

Southern Miss is known for pioneering work in polymer science, ocean science, spectator sports safety and security, and bringing language to children with communication disorders. We are also a national leader in a broad range of disciplines, including cybersecurity, hydrography, nutrition, aquaculture, kinesiology, and economic development, among others.

We produce graduates ready to enter fields that are leading the way in emerging technologies through programs such as computer engineering, information technology, and ocean engineering. We’re developing the next generation of business leaders, while also responding to critical workforce shortages by producing skilled professionals in education and nursing. With a tradition of excellence in the arts, we are one of only 36 public institutions in the nation accredited in four major areas of the arts. Home to the Golden Eagles, our student-athletes compete in 17 NCAA Division I sports. With a culture marked by passion and persistence, Southern Miss is delivering graduates who are ready for life. For more information, visit www.usm.edu.

The University of Southern Mississippi is an equal opportunity employer, and all qualified applicants will receive consideration for employment. EOE/VETS/DISABILITY.

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