Job Summary: The Help Desk Specialist assists customers by providing initial response to customer inquiries and trouble reports. Investigates and resolves software and hardware issues or escalates to appropriate technical staff. Works with the desktop support group to purchase and track hardware and software for end users. Performs other duties as needed.
Education and Experience: Associate's Degree required. Experience may be considered in lieu of degree. Minimum two years of technical experience preferred. Minimum one year of experience required.
Knowledge and Skills: Experience in higher education technical support role strongly preferred. Able to write reports, business correspondence, and procedure manuals. Able to read, write legibly; speak in English with professional quality; use computer, printer, and software programs necessary to the position (e.g., Word, Excel, Outlook, PowerPoint). Operate/troubleshoot basic office equipment required for the position. Able to relate and communicate positively, effectively, and professionally with others; work calmly and respond courteously when under pressure; collaborate and accept direction. Able to communicate effectively in English in person, in writing, and on the telephone; think critically; manage multiple assignments effectively; organize and prioritize workload; work well under pressure; problem solve; recall information with accuracy; pay close attention to detail; work independently with minimal supervision. Able to distinguish colors as necessary; hear sufficiently for general conversation in person and on the telephone, and identify and distinguish various sounds associated with the workplace; see adequately to read computer screens, and written documents necessary to the position.
Licensures and Certifications: Valid Driver's License required at time of hire.