Specialist, Help Desk

POSITION SUMMARY:

The Help Desk Specialist is responsible for ensuring the operation of the Seminary's Tech Services Helpdesk. This role involves managing and coordinating requests for assistance, providing phone support, maintaining documentation, overseeing the ID badge system, and supporting the functionality of copier and printer equipment across the campus. It also involves scheduling and task assignment for Help Desk student workers.

RESPONSIBILITIES:

• Documents and coordinates Help Desk assistance requests, monitors responses and request progress, and maintains records of the requests.
• Provide phone support for networking, hardware and software problems.
• Identifies need to escalate issues to the appropriate personnel for services, repairs, or training and follow-up, then escalates if necessary.
• Monitors, maintains, and audits inventory database for all Seminary computer equipment and peripherals.
• Manage the assignment and provisioning of workstations to end users.
• Assists end-users with deployment management including OS install, monthly updates, software installations and troubleshooting Seminary provided hardware.
• Operates ID badge system and maintains badge printer and supplies.
• Assists with operating, maintaining and installation of copiers and printers on campus. 
• Manages Help Desk calendar and scheduling student worker hours.
• Creates and maintains documentation internally for team use, and general guides for use by faculty and students.

TECHNICAL SKILLS:

• Expert knowledge with the following:
  • Active Directory
  • Microsoft Operating Systems
  • macOS Operating Systems
  • Microsoft 365
• Experience with the following:
  • Basic Networking Skills
  • Network Printers
  • Help Desk Ticketing Software
  • Microsoft Entra ID
  • Remote Monitoring and Management Software
  • Learning Management Systems
  • Video Conference Software (Zoom, Teams)

QUALIFICATIONS:

• Bachelor’s degree in related field or equivalent work experience.
• Ability to work independently on multiple projects simultaneously with deadline constraints.
• Strong problem-solving skills in a fast-paced environment.
• Ability to learn new and complex tools as required.
• Excellent organizational skills.
• Strong interpersonal and communication skills.
• Uphold team’s internal policies and practices.
• Strong leadership and ability to determine proper delegation of tasks based on team’s knowledge and understanding.
• Ability to delegate task based on team skills, knowledge and understanding.

POSITIONS SUPERVISED:

Student Workers