About McDaniel College:

McDaniel College, recognized nationally among "Colleges that Change Lives" and U.S. News and World Report top-tier liberal arts colleges, is a four-year private college of the liberal arts and sciences offering more than 60 undergraduate programs of study, including dual and student-designed majors, plus 20 highly regarded graduate programs. At McDaniel College we value our employees by offering our full-time employees tuition remission, 403B retirement accounts, paid time off, medical insurance, flexible spending accounts, life insurance, and paid maternity and parental leave. For more information about the college's benefits, please click here to review the 2023 benefits guidebook.
Click here to see how McDaniel College employees impact the lives of students.

Job Description:

To be eligible to apply for this position, you must be a current student enrolled at McDaniel College. This position is available to work study and campus employment students.

Position: Help Desk Technician

Revision Dates: 8/17

Reports to: Wes Yerkes

Department: Information Technology

Salary: Tier 1

FSLA Status: Non-exempt

Location of Position: Hoover Library, 2 College Hill, Westminster, MD 21157

Duration of Appointment: Academic School Year

Scope: To assist students, staff, and faculty in providing first level troubleshooting and support for the technologies supported by McDaniel IT.

Responsibilities:

• Position will provide first-level contact and problem resolution for all users with hardware, software and applications problems relative to the core technologies supported by IT.
• Will capture critical information that will be transferred to Help Desk ticketing system and will serve as starting point for escalating issues to second tier technical support.
• Will act as a liaison between customers and internal support staff in assuring accurate and timely resolution of problems. This includes maintaining communication with customers throughout the lifecycle of the resolution process for their issues.
• Will contribute to the growing knowledge base of troubleshooting reference information that will be maintained by the Help Desk.
• Will adhere to and enforce all policies related to the Help Desk, Information Technology, and responsible use of IT resources on campus.

Requirements:

Qualifications:

• Current undergraduate student at McDaniel College
• Some experience supporting and troubleshooting technology, and a willingness to learn.
• Able to communicate effectively over the phone, as well maintain a courteous demeanor with users while conveying information in a concise and accurate manner.
• Ability to deal with difficult situations in a calm and professional manner. Friendly presence and helpful attitude a must.
• Ability to write clearly and concisely. Strong organizational skills required.
• Ability to manage a constantly changing flow of traffic and work.
• Experience supporting desktop operating systems and good general knowledge of full suite of Microsoft applications.
• Ability to learn quickly and apply information.
• Solid problem solving abilities, strong analytical, troubleshooting and reasoning skills.
• Ability to work independently with minimal supervision.

Additional Information:

McDaniel College is committed to building a diverse workforce that reflects the student body. McDaniel College, in compliance with federal and state laws and regulations, does not discriminate in the recruitment, admission, and employment of students, faculty, and staff in the operation of any of its educational programs and activities. McDaniel College will not tolerate any discrimination or harassment on basis of any protected status including protective hairstyle, race, religion, color, ancestry or national origin, disability, age, sex, gender, gender identity, gender expression, sexual orientation, pregnancy, military status, genetic information, marital status, veteran's status, or any other actual or perceived legally protected characteristics. For more information on the College's commitment to diversity, equity and inclusion, please visit: https://www.mcdaniel.edu/about-us/diversity-equity-inclusion.

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