What are the responsibilities and job description for the Help Desk Technician - Information Technology position at Southeast Missouri State University?
JOB
Help Desk TechnicianInformation TechnologyFull TimeSoutheast Missouri State University is seeking an individual to fill the Help Desk Technician position and to join its Information Technology User Services team. The role of this position is to provide technical assistance and support to ensure the effective use of technology at the University. The successful candidate needs to be able to analyze and diagnose technical issues while ensuring a high level of customer satisfaction.Primary ResponsibilitiesProvide technical support to University customers via phone, email, chat, and walk-inResearch, analyze, diagnose, and resolve problems involving computer systems, mobile devices, and classroom technologiesLog and track technology assistance requests into Help Desk ticketing system (TeamDynamix)Escalate complex technical problems through a defined escalation processProvide support for campus provided software packages Assist students with residence hall network connection issuesAssist with the training and mentoring of student Help Desk support staffStreamline phone support process through development of helpful knowledgebase articlesAssist Help Desk Manager with the development of instructional materials, and content for departmental website and social media communicationsParticipate as a representative of IT at Opening Week and New Student Programs/International Student Orientation events
EXAMPLE OF DUTIES
Associates degree in a computer technology field; A technical certification or one year Help Desk experience can be substituted for the associate’s degreeStrong computer background installing software and supporting computer environmentsProficient in Microsoft Office products, Windows operating system, and Internet applications (web browsers, e-mail, etc.)Experience with remote user support, connectivity, troubleshooting, and problem resolutionStrong analytical and organizational skillsAbility to manage multiple competing priorities and work under pressure in high-stress situationsDemonstrated ability to work independently with minimal supervision and interactively as part of a team environmentExcellent interpersonal, verbal, and written communication skills with the ability to communicate technical issues to a non-technical audienceDemonstrated experience and understanding of customer service
SUPPLEMENTAL INFORMATION
About Southeast Missouri State University (SEMO): Founded in 1873 and accredited by the Higher Learning Commission, Southeast Missouri State University provides student-centered education and experiential learning with a foundation of liberal arts and sciences, embracing a tradition of access, exceptional teaching and commitment to student success that significantly contributes to the development of the region and beyond. SEMO values access to high quality, affordable education with a broadly representative student body, faculty and staff that respects and celebrates a diverse learning community in a global society. SEMO Fast Facts: https://semo.edu/institutional-research/SEMO Strategic Action Plan: Strategic Action Plan (semo.edu)
Help Desk TechnicianInformation TechnologyFull TimeSoutheast Missouri State University is seeking an individual to fill the Help Desk Technician position and to join its Information Technology User Services team. The role of this position is to provide technical assistance and support to ensure the effective use of technology at the University. The successful candidate needs to be able to analyze and diagnose technical issues while ensuring a high level of customer satisfaction.Primary ResponsibilitiesProvide technical support to University customers via phone, email, chat, and walk-inResearch, analyze, diagnose, and resolve problems involving computer systems, mobile devices, and classroom technologiesLog and track technology assistance requests into Help Desk ticketing system (TeamDynamix)Escalate complex technical problems through a defined escalation processProvide support for campus provided software packages Assist students with residence hall network connection issuesAssist with the training and mentoring of student Help Desk support staffStreamline phone support process through development of helpful knowledgebase articlesAssist Help Desk Manager with the development of instructional materials, and content for departmental website and social media communicationsParticipate as a representative of IT at Opening Week and New Student Programs/International Student Orientation events
EXAMPLE OF DUTIES
Associates degree in a computer technology field; A technical certification or one year Help Desk experience can be substituted for the associate’s degreeStrong computer background installing software and supporting computer environmentsProficient in Microsoft Office products, Windows operating system, and Internet applications (web browsers, e-mail, etc.)Experience with remote user support, connectivity, troubleshooting, and problem resolutionStrong analytical and organizational skillsAbility to manage multiple competing priorities and work under pressure in high-stress situationsDemonstrated ability to work independently with minimal supervision and interactively as part of a team environmentExcellent interpersonal, verbal, and written communication skills with the ability to communicate technical issues to a non-technical audienceDemonstrated experience and understanding of customer service
SUPPLEMENTAL INFORMATION
About Southeast Missouri State University (SEMO): Founded in 1873 and accredited by the Higher Learning Commission, Southeast Missouri State University provides student-centered education and experiential learning with a foundation of liberal arts and sciences, embracing a tradition of access, exceptional teaching and commitment to student success that significantly contributes to the development of the region and beyond. SEMO values access to high quality, affordable education with a broadly representative student body, faculty and staff that respects and celebrates a diverse learning community in a global society. SEMO Fast Facts: https://semo.edu/institutional-research/SEMO Strategic Action Plan: Strategic Action Plan (semo.edu)