Immediate openings for the Orlando Campus

Flexible scheduling (Helpdesk hours 7:30 am to 6:30 pm)

Helpdesk Analyst – University Helpdesk

• TYPE: Part-time, Non-exempt
• LOCATION: Orlando Campus

SUMMARY: Responsible for providing the first level of support for any IT issues and ensuring internal resolution satisfaction.

RESPONSIBILITIES:

• Provides customer service support by providing analysis and technical help desk support to resolve common hardware/software issues.
• Interfaces with multiple levels of users, management, and technical staff.
• Troubleshoot, diagnose and respond to and document issues support requests as received via telephone, email, and in-person within a timely manner.
• Accurately documents and logs all help desk calls and e-mails into the current IT service management system.
• Where resolution is not possible, gather symptomatic details to the nature of the issue and escalate to tier 2 & 3 technicians.
• Follows up with the customer in a timely manner, ensuring the issue is resolved or the request is satisfied to close the ticket.
• Assists in new application testing, PC installation and special projects.
• Performs other duties as assigned.

Qualifications:

• Strong organizational skills
• Strong team building and interpersonal skills
• Proficient with Microsoft Office suite including Word, Excel, PowerPoint and Outlook
• Ability to work on several projects simultaneously
• Ability to work well under pressure and adapt to changing information quickly
• Ability to keep tight deadlines

Education and Experience: High School Diploma or equivalent required. Minimum one (1) year experience in an IT Help Desk environment preferred.

Job Type: Part-time

Work Location: One location