Help Desk Technology Consultant

Technology Consultants are customer service providers for CIT who function as front-line support for students, faculty, and staff. In this role, you are the friendly, first point of contact for Oberlin College students, faculty, and staff resolving everyday technology challenges across Mac and Windows devices in a collaborative, supportive environment., * Provide Front-Line Support: Serve as a liaison between clients, including students, faculty and staff, and professional CIT staff members, reporting directly to the Help Desk Supervisor. Provide first-level support by answering tech and ID card questions in person, over the phone, and through the ticketing system while at the Academic Commons Helpdesk.

• Troubleshoot Technical Issues: Help users resolve hardware and software issues on both macOS and Windows computers. Example issues are Wi-Fi connectivity, printing, web browser functionality, and other core applications including Microsoft 365, Adobe, etc.
• Manage Tickets: Accurately log, track, and document all support requests in our Services Portal ticketing system. Enter all calls and walk-in issues into the Services Portal using our work order tracking system.
• Escalate Complex Issues: Route all tickets including high-level technical problems to the appropriate CIT teams when necessary.
• Represent CIT: As the first level of support, serve as a reliable bridge between campus users and CIT staff, while maintaining a welcoming and professional desk environment.

• Customer service skills: Communicate in a supportive manner for users using a patient, customer-focused approach. Clearly explain solutions clearly and calmly to users with varying levels of tech experience through text, on the phone, or in person
• Technology Assistance: Be CIT’s first contact with our clients. We’re looking for people with good time management skills, who can serve as a contact point for a large variety of users, perform well in an autonomous position, adhere to a set work schedule, and maintain good records.

• Technical knowledge: Experience using MacOS and/or Windows, troubleshooting, installing software, and navigating common OS and web applications.

• ID Card Assistance: Assist users with the activation of mobileID cards, diagnosing and resolving emerging issues. Print physical ID cards as necessary, and assist customers at the desk with questions about their physical and digital ID cards

• A desire to learn: Have a natural curiosity about the computers and technology you work with. We need people with a strong desire to expand their technical skill set through troubleshooting problems, hands on experience, and asking questions.

Quick Link for Posting https://jobs.oberlin.edu/postings/17788 Compensation Jobs with the CIT Help Desk begin at $13.00 an hour and are increased with each semester based on merit. Special Instructions to Applicants