Help Desk Technician

PRIMARY PURPOSE:

Serve as the primary Helpdesk representative, overseeing daily campus support operations. Provide front-line assistance to Staff/Faculty and students by resolving computer-related issues in person, over the phone, or through ticket submissions. Provide support for hardware and software needs, including printing, installations, email, and other internal systems. Collaborate closely with the Helpdesk Manager to manage the tickets and ensure smooth helpdesk operations. Mentor and guide student workers, fostering strong customer service skills and a commitment to excellence.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Essential Skills:

• Commitment to providing exceptional customer experience and support.
• Excellent Organization and Communication skills, both verbally and written.
• Ability to work independently.
• Innovative, Team-Oriented problem solver.
• Ability to sustain a high level or productivity.
• Ability to manage multiple competing priorities.
• Ability to work effectively in a fast-paced environment.
• Familiar with help desk concepts, practices, and procedures.

Technical Skills:

• Intermediate knowledge of Windows Operating Systems (Windows 11, Windows 10)
• Broad understanding of Microsoft Office Products (Word, Excel, Office 365, etc).
• Knowledge of standard hardware and software systems in enterprise environment.
• Familiar with networking concepts.
• Experience troubleshooting application-related problems.

Knowledge of the following software applications is a plus:

• Mac OS Support
• PowerShell and scripting
• Windows Deployment Services

Essential Duties and Responsibilities:

• Provide superior customer service to end users on a variety of technology issues – 40%
• Responsible for tracking and monitoring open issues to meet service level standards – 30%
• Assist with the creation, maintenance, and management of process documentation – 15%
• Various Projects, Training, and other tasks as assigned – 15%

EDUCATION:  

What is the minimum level needed? 2 years of college experience

EXPERIENCE: 

Minimum of 2 years’ experience in an end-user support role with a track record of providing excellent customer service.

CERTIFICATION: 

N/A

KNOWLEDGE, SKILLS AND ABILITIES:  (WRITE BASED on job needs)

Exceptional time management and organization skills

Strong oral and written communication skills

Ability to work independently, collaboratively, and under supervision.

Willingness to serve, and build relationships with the troupe

Must possess strong initiative, leadership skills, organizational and project management skills, with the ability to multitask to manage a variety of projects and priorities, coordinating the actions of others, follow through on projects to timely completion, and demonstrate excellent judgment with attention to detail.

Microsoft Office experience with Word, Outlook, Publisher, Excel, Power Point software experience.  

Must support the University’s Catholic mission.

PHYSICAL SKILLS AND ABILITIES: Requires ordinary ambulatory skills sufficient to visit other locations; the ability to stand, walk and manipulate (lift, carry, move) light to medium weights of 10 - 20 pounds. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, type and perform data entry, visual acuity to use a keyboard, operate equipment and read technical information, ability to hear in order to answer telephones and to communicate verbally, and the ability to sit for extended periods of time. 

WORKING CONDITIONS: Work is performed indoors with minimal safety hazards, and requires seated, standing, and movement work.