The Help Desk Specialist is responsible for providing customer-service oriented technical support to faculty, staff, and students.  This role provides Level 1 support and is responsible for resolving issues in a professional and timely manner while following standard procedures.  This position reports to the Help Desk Supervisor.
Responsibilities:
 
 

• Provide Level 1 Help Desk support including requests via telephone, email, instant messages and walk-ins.
• Create tickets for all requests using Help Desk tracking software.
• Troubleshoot and resolve requests or escalate tickets within the Help Desk tracking software.
• Follow standard operating procedures to ensure a competent and professional experience.
• Respond to inquiries regarding eLearning system.
• Respond to classroom and event-related computer, printer, and A/V calls to troubleshoot and resolve issues.
• Assist with configuring email accounts and connecting to WiFi on various devices.
• Assist with account verification and password resets.
• Track statistics including computer lab usage as well as frequency and types of calls received.
• Assist with overseeing evening and weekend student staff.
• Perform other duties as assigned by the Help Desk Supervisor.

• Minimum one (1) year Help Desk experience desired.
• Experience providing one-on-one technology support to end users desired.

• Computer Science or Information Technology students encouraged to apply.

• Experience with Windows OS (7, 8 & 10) and Mac OSX support and troubleshooting required.
• Experience with Microsoft Office Suite (2013 or Office 365) required.
• Ability to diagnose technology related problems required.
• Experience with mobile devices, including Android devices and iOS devices desired.
• Active Directory experience desired.
• Learning Management System (LMS) experience desired.
• Ability to perform minor repairs on computers and printers desired.
• Experience with Help Desk problem tracking software desired.
• Demonstrated experience providing support with remote tools desired.
• Proficiency using common Windows utilities desired.
• Experience with A/V equipment desired.

• Strong interpersonal and communication skills
• Strong analytical skills
• Detail oriented
• Excellent organization and prioritization skills
• Excellent customer service skills