Help Desk Technician

Job Details Job Location: Las Vegas, NM 87701 Position Type: Full Time -Reg Education Level: 2 Year Degree Salary Range: $39,411.00 Salary Job Category: Staff Description This position ensures proper computer, telephone,printer, and classroom technology operation so that end users canaccomplish business tasks. This includes receiving, prioritizing,documenting, and actively resolving end user help requests. Problemresolution may involve the use of diagnostic and help requesttracking tools, as well as require that the individual givein-person, hands-on help at the desktop level. The Help DeskTechnician is expected to provide excellent customer service to thecampus community and guest. DUTIES AND RESPONSIBILITIES Fields incoming help requests from end users in person, or viatelephone or e-mail, in a prompt, courteous, and professionalmanner. Performs general problem solving and assistance on a variety ofsoftware applications and hardware systems supported by ITS.Prioritize and escalade problems to the appropriate area within theITS department, when level one support cannot solve the problem.Test fixes to ensure problem has been adequately resolved, andperform post-resolution follow-ups to help requests. Prioritizes problems and projects. Research solutions toproblems. Escalate problems, when required, to the appropriatelyexperienced individual, group, or department. Documents user requests and problems, including all pertinentend user identification information, including name, department,contact information, and nature of the request or problem. Handles confidential information with discretion. Manages computer accounts by assisting users with passwordchange/reset, and extending expired accounts as appropriate. Collaborates with team members to make recommendations forimproved internal processes, and improved customer serviceexperience. Receives cross-training in other areas of the department, andprovide support in covering those areas if there if there is ashortage of staff, or overflow in workload. Maintains technically current and relevant throughself-directed professional reading, developing and maintainingprofessional contacts, professional development, and training. Develops training material and help guides for users andsupport staff. Assists with training of new hires within the department. Maintains regular attendance. Performs other job-related duties as assigned. MINIMUM REQUIREMENTS EDUCATION : Associate’s degree in any field. EXPERIENCE: 1 year of demonstrated experience providingtechnology support. PREFERENCE: Bachelor’s degree in any field. EMPLOYMENT REQUIREMENTS Specialty licensure/certification may be required, as specifiedby the department. Successful candidate may be subject to acriminal background check. KNOWLEDGE, SKILLS, & ABILITIES Excellent communication skills. Excellent customer service skills. Functional and technical knowledge of Windows and Mac OS. Functional and technical knowledge of Office 365, Brightspace,and ZOOM. PHYSICAL DEMANDS Moderate physical effort. May require occasional lifting, handling, pushing, or movingobjects up to 50 pounds. WORK ENVIRONMENT Work is performed in an office/classroom setting. #J-18808-Ljbffr