IT Help Desk Technician

This position provides customer service and support to all ODU faculty, staff, and students who receive the technology services provided by ITS. The customer's ability to use those services and their total technology experience are directly impacted by the quality of customer service provided. This position will develop and maintain online technical support and documentation using various web-based technologies.

Type of Recruitment Knowledge, skills and abilities Considerable knowledge of customer service techniques to include understanding customer needs and effectively communicating options for problem resolution.

Demonstrated knowledge of Microsoft operating systems.

Demonstrated knowledge of Apple operating systems.

Demonstrated knowledge of personal computer (Windows and OS X) hardware and software troubleshooting and resolution.

Demonstrated knowledge troubleshooting Internet-based applications.

Working knowledge of technologies applicable to business processes in a customer service environment.

Demonstrated ability to effectively manage time.

Excellent written and verbal communication skills.

Excellent research skills. Special licenses, registration or certification Any Microsoft or Apple certification or equivalent knowledge and/or experience. Education or training None Level and type of experience Considerable experience troubleshooting and supporting multiple software applications.

Some experience troubleshooting and understanding mobile platforms and/or related mobile technology.

Some experience troubleshooting Internet-based applications.

Some experience sourcing, developing and/or managing content for documentation and publishing.

Previous experience in a fast-paced, front-line technology support center. Additional Considerations (supplemental knowledge, skills, abilities, education, experience, licensure, certification) Some experience providing facilitated technical training.

Significant experience developing technical documentation.

Significant experience following standard incident management techniques.

Some knowledge of data communications protocols.

Basic knowledge of Linux systems.

Basic knowledge of system practices in a client/server environment.

Significant experience working in a fast-paced, front-line technology support center.

Some experience carrying out technical troubleshooting and supporting remote users.

Prior experience supporting technology in higher education.

Special licenses, registration or certification: Microsoft Certified Professional (MCP), Microsoft Certified Systems Engineer (MCSE), A+ certification., Bachelor's degree in a computer related field or equivalent combination of knowledge and/or experience.

Please submit a complete application including a resume and cover letter by the close date to ensure your application will be considered. Criminal Background Check The final candidate is required to complete a criminal history check. College Home Page Department Home Page Equity Statement It is the policy of Old Dominion University to provide equal employment, educational and social opportunities for all persons, without regard to race (or traits historically associated with race including hair texture, hair type, and protective hairstyles such as braids, locks, and twists), color, religion, sex or gender (including pregnancy, childbirth, or related medical conditions), national origin, gender identity or expression, age, veteran status, disability, political affiliation, sexual orientation or genetic information. Individuals from minoritized communities, women, veterans and individuals with disabilities are encouraged to apply. Reasonable Accommodation Request If you are an individual with a disability and require reasonable accommodation, please contact the Division of Talent Management and Culture at (757)683-3141. Alternative Hiring Process In support of the Commonwealth's commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth's Alternative Hiring Process., Required fields are indicated with an asterisk (*).

1. • Are you a former federal employee who was terminated from a position of employment with the federal government on or after January 1, 2025, due to a reduction in the federal budget or initiatives put in place by the federal Department of Government Efficiency?

• Yes - If yes, please upload a copy of your Standard Form (SF-50)
• No

2. • Do you now, or will you in the future, require sponsorship for an employment visa?

• Yes
• No

3. • Are you a current ODU employee?

• Yes
• No