Help Desk Technician
Stevenson UniversitySummary:
The Help Desk Technician will provide fast and effective technical support to students, faculty, and staff of Stevenson University. The Help Desk Technician will offer support by phone, in-person, using remote access tools, and through the Web Help Desk ticketing system to diagnose and solve technology issues. The Help Desk Technician will also train new OIT student employees and support, monitor, and assess performance of current OIT student employees.
Department: Information Technology (OIT
Education/Experience:
Bachelors degree plus two years experience in providing customer service in a related field or equivalent combination of education and experience.
Knowledge/Skills/Ability:

• Proficient in Microsoft Office Suite in both Windows, and Mac operating systems.
• Proficient in troubleshooting and resolving issues with commonly used technologies and software including, but not limited to; Microsoft Office Suite, Windows and Mac operating systems, network printing and file shares, portable devices, e-mail applications and Web-based user services.
• Committed to customer service with the ability to maintain professionalism at all times.
• Maintains a critical focus on accuracy and attention to detail.
• Possesses excellent organization skills and the ability to multi-task.
• Ability to work independently, identify areas where improvement is needed and identify/implement solutions.
• Demonstrates exemplary spoken and written communication skills, especially with the ability to explain technical issues in non-technical terms.
• Ability to collaborate with others and exercise sensitivity in matters of confidentiality.
• Ability to work occasional evenings and weekends.
• Effectively communicate with clients to diagnose problems and deliver solutions.
• Some travel between the campuses of Stevenson University may be required.
• Ability to work a flexible schedule.

Physical Requirements:
Medium work: exerting up to 50 pounds of force occasionally and/or a negligible amount of force constantly to move objects. Activity includes fingering, standing and/or sitting, walking, lifting, climbing, stooping, kneeling, crouching, crawling, reaching, talking and hearing. Close visual acuity to perform an activity such as viewing a computer terminal and reading printed materials. Subject to both environmental conditions, activities occur inside and outside.
Essential Functions:

• Provide client support over the phone, in-person, via remote access, and through the Web Help Desk ticketing system.
• Support students, faculty, and staff by assessing and diagnosing computer and classroom hardware and software problems, user account issues, and network problems, and implements effective solutions.
• Respond to client support queries via phone, remote conferencing platforms, and the Web Help Desk ticketing system.
• Document all client interaction in the Web Help Desk ticketing system.
• Maintain accurate documentation for use by students, faculty, staff, and OIT employees.
• Train and support OIT student employees.
• Maintain accurate records of OIT student employee training history and performance.
• Complete regular performance reviews of OIT student employees by examining Web Help Desk ticket history and phone usage through the ACD (automatic call distribution) system reports.

Reports To: Manager, Helpdesk
Work Location: Owings Mills
Position Category: Staff
Position Type:
Months/Year: 12
Hrs/Week: 40
FLSA: Non-Exempt
Close Date:
Open Until Filled: No
To be considered for this position please visit our web site and apply on line at the following link: stevenson.peopleadmin.com
EOE/AA Employer of Minorities/Females/Veterans/Disability
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