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GENERAL FUNCTIONS

The HelpDesk Technician will provide tier 1 triage and technical support for the ITS HelpDesk.

SPECIFIC RESPONSIBILITIES

The following are typical responsibilities associated with this position. The specific responsibilities may vary and will be assigned accordingly by the supervisor.

+ Answer inbound calls

+ Create support tickets

+ Triage and re-assign new unassigned tickets

+ Provide walk up support to students/faculty/staff

+ Additional complex work to be assigned based on performance and attendance may include: password resets, MFA resets, reformatting computers, re-imagining computers, inventory control, E-waste, new computer setup/teardown and more.

Job Requirements:

KNOWLEDGE SKILLS AND ABILITIES

+ Customer service experience (phone, cashier, sales, etc.)

+ Basic understanding of Windows and Mac

+ Basic understanding of Microsoft Programs (Word, Excel, Outlook, etc.)

+ Ability to be punctual and trustworthy

Equipment Used:

Mobile phone, desk phone, computer, printers, fax

Physical Demands:

Must be able to sit, bend, stand for long stretches of time and be able to lift 50lbs.

Additional Information:

Work Schedule / Availability: Helpdesk hours are Mon - Friday 8am - 4pm. Minimum of a 2 hour shift with no more than 20 hours per week.

Students with or without Federal Work Study are encouraged to apply.