IT Help Desk Technician

Customer Service-Oriented | Technical Support | Basic Troubleshooting

The IT Help Desk Technician will be working in a customer service-oriented environment and responsible for providing technical support for all University users in an efficient and accurate manner. The goal of this position is to make sure that customer value is maintained to the standards set forth by the Briar Cliff University IT Center.

ESSENTIAL DUTIES and RESPONSIBILITIES:

  • Primary responsibility is frontline end user support, basic troubleshooting, and customer service for common Help Desk issues.
  • Be present and visible at the Help Desk and available to users requiring technical assistance during regularly scheduled business hours.
  • Respond to questions from callers, walk-ins, and email; remotely assist students, staff, and faculty with technology problems in offices, classrooms, and residence halls; direct calls to appropriate IT Staff as necessary.
  • Track, route, and monitor open tickets to ensure that issues are assigned correctly and are being worked and resolved in a timely manner.
  • Participate in various projects, troubleshoot problems with hardware and software issues, and provide written documentation to solutions.
  • Maintain and keep organized the Help Desk area, storeroom, and computer lab areas.
  • Keep paper, toner cartridges and other supplies inventoried and stocked.
  • Maintain hardware on campus including computers, monitors, and classroom AV.
  • Assist the IT Manager as well as other IT Staff as needed.
  • Development of documentation of processes and best practices.
  • Ability to work within a team environment and properly escalate unresolved issues to appropriate technical team members.
  • Set up equipment for employee use at a desk, performing or ensuring proper installation of equipment and cables.
  • Willingness to learn and cross-train in different IT areas.
  • Perform other related duties as assigned.

EDUCATION and/or EXPERIENCE:

  • Associate degree in related field
  • 1-2 years of IT experience
  • Knowledge of Active Directory, Windows Operating Systems, and Microsoft products
  • CompTIA A+ Certification preferred but not required

QUALIFICATIONS:

  • Customer service focused
  • Analytical and detailed
  • Effective communicator
  • Effective listening skills
  • Advanced troubleshooting and multi-tasking skills
  • Independent with good judgement

PHYSICAL DEMANDS: 

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear.  The employee frequently is required to walk.  The employee is occasionally required to stand and reach with hands and arms.

The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Briar Cliff University is an equal opportunity employer. 

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