Help Desk Technician

Help Desk TechnicianThe primary function of the Helpdesk Technician is to provide Tier 1 technical support for university systems, including the learning management system, instructional technologies, and desktop computing, for students, faculty, and staff.Essential functions include providing technical assistance to end-users by phone, email, online, and in-person. Manage help desk ticket intake, capturing complete contact information and issue description, and assigning appropriate tier-level support per established protocols. Provide Tier 1 support, including intake resolution and in-depth troubleshooting of hardware, software, email, and learning management system issues, escalating network and Banner-related issues to the appropriate team.Recommend and refine Tier 1 troubleshooting procedures based on recurring ticket patterns. Escalate unresolved issues to systems and network staff, with documented analysis of the problem and attempted resolutions. Create self-service materials to empower end-users to resolve common issues independently. Assist in the developing and updating of faculty, staff, and student orientation materials. Continuously build product knowledge and Tier 1 troubleshooting skills through hands-on work with university systems and required training. Provide backup support for desktop system deployment and management as needed. Deliver consistent, high-quality customer service by following established protocols and timelines, and by fostering a cooperative, collaborative atmosphere with the University community. Proactively identify and implement opportunities for process improvement, efficiency, and end-user empowerment in support of the University mission. Demonstrate flexibility and sound judgment — adapting to changing work scope, solving problems independently and collaboratively, and self-monitoring performance for continuous improvement. Follow established IT service management practices for incident management, request fulfillment, documentation, escalation, and customer communication. Assist users with account management, password resets, multifactor authentication enrollment, and access-related issues in accordance with university security policies. Support university cybersecurity initiatives by promoting secure computing practices, identifying suspicious activity, and adhering to institutional security standards and procedures. Perform other duties as assigned.Qualifications required: High School Diploma or GED. Strong computer hardware and software skills (troubleshooting hardware/software issues) including: Microsoft Office Suite, web browsers, online information systems, and electronic mail. Proficiency using Microsoft 365. Strong critical thinking and problem solving skills. Excellent verbal and nonverbal communication skills. Strong organization and multi-tasking skills. Ability to provide great customer service and technical support to a diverse audience. Must be able to accommodate a flexible work schedule including early evenings and Sunday afternoons.Other qualifications and job requirements: Preferred: Associate's or Bachelor's Degree in technology-related field. Work experience in a higher education setting supporting instructional technologies such as learning management systems, online courses, lecture capture, online storage, and portals. Experience using a work order ticketing system. Experience with developing instructional training materials on various topics. Working conditions: Must be able to remain in a stationary position for 65% of the time. Occasionally performs duties that require spending time in low posture positions such as crawling, crouching, kneeling, and stooping. Must be able to adjust or move objects up to 25 pounds in all directions. Requires frequent communication. Frequently performs tasks that uses repeating motions of the wrists, hands, and/or fingers. Requires clarity of vision for frequent use of computers and other technological devices. After-hours and weekends may be required as needed.Salary Band: N270. Salary will be commensurate with experience and qualifications.