Help Desk Tech 1

JOB SUMMARY  

 Provide first-line technical support for faculty, staff, and students. Act as a bridge between initial triage and advanced technical support, ensuring issues are accurately diagnosed, documented, and resolved or escalated efficiently. Deliver excellent customer service with professionalism and clarity.

ORGANIZATIONAL RELATIONSHIPS 

Reports to: IT Director Help Desk

Supervisory Responsibility: N/A

Indirect Supervisory Responsibility: N/A

ESSENTIAL DUTIES - May include, but is not limited to the following: 

• Provide technical assistance and support for issues related to computer systems, software and hardware.
• Respond to issues in person, on the phone or through remote support tools.
• Install, modify, and repair computer hardware and software.
• Troubleshoot and resolve problems with Local Area Networks (LAN), Wide Area Networks (WAN) and other wired and wireless networking systems.
• Follow-up with users to ensure issues are resolved.
  
   

ADDITIONAL/NON-ESSENTIAL DUTIES 

All remaining duties are considered "nonessential" within the context of the ADA, which means that the function could be reassigned to another employee in order to allow a disabled individual to hold the position.  Alternatively, the manager could try to provide a reasonable accommodation so that the disabled individual could perform the function.

LOCATION 

Lakeland Main Campus  

EDUCATION   

Required Education:

High School/GED

Preferred Education:

Associates Degree in Computer Science, Business or Information Technology

LICENSES/CERTIFICATIONS

IT Technical Certificates are preferred

EXPERIENCE 

Required:

One year of helpdesk related experience

Preferred:

Two or more years of helpdesk related experience

KNOWLEDGE, SKILLS, AND ABILITIES

Required:

• IRM knowledge and experience with a Microsoft Windows Active Directory domain.
• On-call availability.
• Proficient in Microsoft Office suite.
• Knowledge of Windows, Apple, and Android operating systems.
• Ability to multitask.
• IT experience in a Professional/Business environment
   

 Preferred:

• Proficiency in Mac OS and IOS
• Proficiency in Microsoft Windows
• A Certification
• Experience in higher education processes and procedures

WORK ENVIRONMENT 

All employees are responsible for maintaining an environment that is free from discrimination, intimidation, harassment, including sexual harassment. 

• This position is considered non-essential for the purposes of Emergency Response.

Physical Requirements: 

Lift 30 to 40 pounds

Travel:

None

Schedule:

M-F 8-4:30pm

TRAINING

All new hires and employees transferring into a new position will have a 90-day probationary period within which to learn the functions of the job and to be evaluated. Following the probationary period, the employee can transition to regular status, have the probationary period extended in order to receive more training, or employment can be terminated. Required compliance training is as follows:

None

SAFETY 

• SEU promotes a safe working environment. Employees are responsible for completing assigned tasks safely and efficiently, and supervisors are responsible for creating and maintaining a safe work environment. 
• Employees must report any unsafe work conditions or practices, as well as any near-miss incidents, to their supervisor and Risk Management. 
• Work-related injuries must be immediately reported to Security and Human Resources. When life or limb are at risk, please dial 911. Supervisors and employees should ensure that injury/accident reports are submitted to the Office of Human Resources within 24 hours of the incident. 
• Emergency Employees report for or must remain at work in emergency situations.  Dismissal or closure announcements do not apply to this position, unless instructed otherwise by your direct supervisor or a member of the Leadership Team.  

SCREENING

All full-time positions at SEU are deemed security-sensitive and require background checks. Employees required to drive their own personal vehicle, a rental car or an SEU vehicle in performance of their duties must pass an MVR records check and meet the requirements of the University’s insurance carrier in order to meet the requirements of the position.

DISCLAIMER

SEU is an at-will employer.  This job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change. The employer retains the right to change or assign other duties to this position.

The employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.