IT Help Desk Technician

Job summary

Provide technical assistance and support to students regarding computer systems, hardware, and software issues. Document and manage requests using the university's ticketing system while performing diagnostics and implementing solutions.

Job details

Position Title IT Help Desk Technician Position Department IT Customer Service Position School Administration: No School Overview This is an entry level position. You will be responsible for providing technical assistance and support to students with computer systems, hardware, or software issues. You will also respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions. Use the University's Ticketing System to document and communicate requests, problems, and issues Responsibilities Monitor and respond quickly and effectively to requests received by phone, email, and walk-ins Respond to students queries by phone and email Provide technical assistance and support for incoming concerns and issues related to systems, software and hardware; cable TV issues Ask educated questions and listen to requesters/users to determine root cause of issues Work through the problem-solving process, empowering them to do the same in the future Run diagnostic problems to resolve problems Clean up computers Report significant and recurring issues to the tier-2 support team Collect feedback to determine patterns and issues such that they can be resolved or FAQs can be provided to requesters to ease in troubleshooting Minimum Qualifications A current GPA of 3.0 or higher Proven experience as a Help Desk Technician or other customer service role Ability to diagnose and resolve basic computer/technical issues Excellent communication skills Keen attention to detail, memory of patterns, and interest in problem-solving Academic Years Preferred Any Academic Year Will Be Considered Wage 12.00 Wage Frequency Hourly Is this position funded through Federal Work Study dollars? Can use FWS, but not required. Average Number of Hours Per Week Max 20 Days of the Week to Work Monday - Friday - Weekend hours can be arranged Anticipated Time Frames to Work 8:00 am - 7:00 pm Act 153 Clearance Required No Required To Pass a Motor Vehicle Report Check No Required to Pass a Background Check Yes Additional Posting Information None Special Applicant Instructions None

What you’ll do

Provide technical assistance and support to students regarding computer systems, hardware, and software issues. Document and manage requests using the university's ticketing system while performing diagnostics and implementing solutions.

Requirements

Requires a current GPA of 3.0 or higher and proven experience in a help desk or customer service role. Candidates must possess excellent communication skills and the ability to diagnose basic technical issues.

Listed skills

• Customer service · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Technical support
• Hardware troubleshooting
• Software troubleshooting
• Customer service
• Diagnostic programs
• Problem-solving
• Ticketing system
• Communication skills
• Attention to detail
• Computer maintenance

Job areas

• Technology
• Customer Service & Support
• Education

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