Help Desk Technician

The Help Desk Technician will provide software, hardware, and systems support to Regent University faculty, staff, and students by responding to support calls, voice messages, and e-mails directed to the Help Desk. The position will also manage and track issues using the IT ticketing system.

Work Location: Virginia Beach, VA

Essential Functions

• Act as the initial point of contact for Regent University computer users. Respond to support calls and respond to e-mails/tickets regarding software, hardware, networking issues, etc. Escalate support incidents to the appropriate IT staff group when necessary
• Answer phone calls and e-mails in a prompt, courteous manner. Log calls into the IT ticketing system
• Work closely with other IT Departments to resolve issues effectively
• Stay current with supported software and hardware
• Promote efficiency and effectiveness improvements for the Help Desk
• Maintain documentation of all Help Desk processes and procedures
  
  

Additional Responsibilities

• Participate in staff training and departmental meetings.
• Assume other duties as assigned by supervisor.
  
  

Qualifications

• College-level training and/or bachelor's degree required
• Previous customer service experience required (phone skills, data entry, and ability to discuss and probe technical issues while handling multiple calls).
• Computer operations or support experience required.
• Experience with Windows 10. Experience with a variety of major PC applications (including Microsoft Office) and the Internet required.
• Experience with Apple Mac computers, multimedia systems, Microsoft Exchange, Microsoft Active Directory networks highly desired.
• Experience with systems in a college or university environment desired.
  
  

Candidates Must Have

• Commitment to Regent’s core values of Excellence, Innovation, and Integrity
  
  

Regent University does not discriminate in employment in its programs or activities on the basis of race, color, national or ethnic origin, sex, disability, age or veteran status. For full Non-Discrimination Policy click here.

Benefits

Regent offers a wide range of generous benefits including health, life and disability insurance; flexible spending accounts; tuition incentives; fully vested retirement plans; life and disability insurance options, time off, and more. All regular faculty and staff serving at Regent and working a minimum of 30 hours per week will receive an attractive benefits package.