Help Desk Specialist

Position Description Summary/Purpose The mission of Goodwin University is to educate a diversestudent population in a dynamic environment that aligns education,commerce, and community. Our innovative programs of study preparestudents for professional careers while promoting lifelong learningand civic responsibility. As a nurturing university community, wechallenge students, faculty, staff, and administration to fullyrealize their highest academic, professional, and personalpotential. Under the supervision of the Assistant Director of IT, thisposition provides user support and customer service ontechnology-related issues. This position troubleshoots problems andadvises on appropriate action, communicates with other IT personnelon problem resolution and status of open cases, and performs othertasks as assigned by the Assistant Director of IT. This person is expected to learn about emerging technologies andresolve any issues involved in integrating new technologies withexisting systems. This position works closely with the Goodwin IT Department and allof its parts – including the Technology administration team, aswell as the Help Desk team for ongoing support and in evaluatingcurrent systems and aligning business objectives with the strategyfor technology. Essential Job Functions/Primary Responsibilities (The essential functions or duties listed below are intendedonly as illustrations of the various types of work that may be performed. The omission of specific statements of duties does notexclude them from the position if the work is similar, related or alogical assignment to the position.) Assist University’s faculty, staff and students in solvingcomputer and system issues Responds to users seeking technical assistance via ticketingsystem, email, telephone calls, and walk-ins. Excellent communication, presentation, collaboration, andinterpersonal skills Must be organized, pro-active and self-directed Must have strong abstract thinking and problem-solvingskills Determines the best solution based on the informationprovided. Directs unresolved issues to the next level of supportpersonnel. Communicates with users and IT personnel on status of opencases. Performs other tasks as assigned by the Assistant Director ofIT Conducts all work in a safe manner and all work safetypractices are followed. Other Functions Performs similar or related work as required, directed or assituation permits. Continues professional development and training; keeps currentwith trends. Assists other department staff as needed to promote a teameffort. Knowledge, Ability and Skill Demonstrated commitment to developing and fostering bestpractices and policies to promote diversity, equity, and inclusion,and build an environment in which all members of the Universitycommunity are treated with respect and dignity PC and MAC Hardware and Software troubleshooting Windows Operating system – including XP, 7, 8, 10 and ServerOS MAC OS – including iOS for mobile devices Microsoft Office 365 suite Microsoft Active Directory Printer support – Toner, basic troubleshooting, Networkconnectivity A+ certification a big plus Familiarity with a Computer Imaging process for recovery or newinstallations. Ability to read, analyze and interpret common technicaljournals Strong communication skills; able to explain technical issuesto non-experts Strong diagnostic, evaluation, analysis, and problem-solvingskills Resourcefulness Qualifications Minimum Required Qualifications Requires a High School diploma or GED. A.S or higher education preferred Experience in the field of Information Technologypreferred Customer Service experience Special Requirements Valid Drivers License and Insured Vehicle Physical and Mental Requirements Work Environment Outdoor Weather Conditions X Work with fumes or airborne particles X Work near moving mechanical parts X Risk of electrical shock X Vibration X Physical Activity Standing X Walking X Sitting X Talking & Hearing X Using hands/fingers to handle/feel X Climbing or balancing X Bending, pulling, pushing X Driving X Lifting Requirements Up to 10 pounds X Up to 25 pounds X Up to 50 pounds X Up to 75 pounds X Up to 100 pounds X Over 100 pounds X Vision Requirements Close vision (i.e. clear vision at 20 inches or less) Distance vision (i.e. clear vision at 20 feet or more) Color vision (i.e. ability to identify and distinguishcolors) Peripheral vision (i.e. ability to observe an area that can be seen up and down or left and right while the eyes are fixed on a given point) Depth perception (i.e. three-dimensional vision, ability to judgedistances and spatial relationships) No special vision requirements Full-Time Employee Benefits Medical Insurance Dental Insurance Vision Insurance Pet Insurance 401k employer match Employee & dependent life insurance Great tuition benefits for employee, spouse &dependents PTO program #J-18808-Ljbffr The Chronicle of Higher Education