Help Desk Technician I

Special Instructions to Applicants

Please include references.

Applicants must be currently authorized to work in the United States on a full-time basis without the need for visa sponsorship. The University will not sponsor applicants for work visas (e.g., H-1B).

Job Summary

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.

Primary Duties and Responsibilities

• 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.