Help Desk/PC Deployment

OverviewThe Help Desk Technician will be responsible for providing technical assistance and support to customer-reported issues or inquiries regarding computer systems, hardware, or software. The Technician will be tasked with but not limited to: responding to general inquiries, running diagnostic programs, isolating problems, creating documentation, and determining and implementing solutions. It is expected that the Technician use the University's Ticketing System and Knowledge Base to document and clearly communicate requests, problems, and issues to customers and colleagues. ResponsibilitiesListen and ask educated questions to determine the root cause of issues in addition to providing clear and positive responsesMonitor and respond quickly and effectively to University faculty, staff, and student inquiries received through the IT Help Desk ticketing systemProvide technical assistance and support for concerns and issues related to systems, software, and hardwareWork in an environment that requires following procedures and documenting actions without direct supervisionRun diagnostic programs and scripts to resolve problems related to hardware or softwareReport significant and recurring issues to the tier-2 support teamsCollect feedback to determine patterns and issues such that they can be resolved or FAQs can be provided to ease troubleshootingCreate documentation to aid with troubleshooting and system processesImage and deploy computer and mobile hardware assigned to University employeesAssist the Infrastructure Team with imaging campus lab and classroom computers during semester breaksRefurbish computers and mobile devices for redeployment QualificationsOne to two years of proven experience as a Help Desk Technician or another customer service roleAbility to diagnose and resolve basic computer/technical issues and convey technical concepts in a non-technical mannerExcellent communication, analytical and problem-solving skillsKeen attention to detail, a memory of patterns, and an interest in problem-solvingExperience with Microsoft Azure or any other MFA systemExperience with computer and mobile device management systemsAbility to handle stressful situations with professional composureBasic knowledge of TCP/IP networking: networking topology, protocols, and servicesPowered by JazzHRuaxBv0zmaW