Level I Support Technician - Help Desk

Job description

Posting Details

This position is available for Guilford College student applicants only. If you are not a currently enrolled student at Guilford College, do not apply for this position.

Position Information

TitleLevel I Support Technician - Help DeskDepartmentIT&SWork Location (Building)BaumanWho will student report to?Chuck CurryIs this a work study or non-work study position?Work StudyHours per week10Position Summary

NOTE: This position is open to active Guilford students only. The Level I Support Technician provides first point of contact for all IT&S technical support issues at a college wide level. The Level I Support Technician is responsible for providing exceptional customer service, and technical support on all core supported products (MS Office, Google Apps, Banner Web, Canvas, Wireless connections, VPN, and Quaker Cards). The Level I Support Technician will answer phone calls at the help desk and assist walk in customers with a variety of IT and Guilford College related questions. Level I technicians will also provide timely setups for academic and staff media events and be responsible for media checkouts to students. The Level I Support Technician may also be asked to assist with any on campus residential network connectivity issues, and to assist customers with diagnosis of virus/spyware/malware issues.

Qualifications/Special Skills Required

•Provide effective support from the start of a call ticket to completion by applying known solutions to problems, or escalating ticket to Level II Support.
•Enter all support incident calls, emails, or walk-ins into the incident management system.
•Route tickets to appropriate support level or tier.
•Provide just in time assistance to customers in any of the on campus computer labs, conference room or classrooms.
•Maintain paper inventory, and fill all paper/toner in networked printers across campus.
•Checkout media inventory to students based on guidelines and process.
•Setup media events for academic and/or staff events as designated, and assist Conference & Events with specialty setups as they relate to conference events.
•Perform light lifting up to 25lbs.
•Assist with account management including network password resets.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
•Any related experience and/or training; or equivalent combination of education and experience.
•Proficient in computer skills – Email, MSOffice, Google Apps
•Desired – Mac and PC, Banner Web, basic networking knowledge

Physical Requirements

Must be able to get around campus easily.
Be able to lift 25 lbs.

Posting NumberSTU00388Open Date08/16/2016Close DateOpen Until FilledYesSpecial Instructions to Applicants

Terri Johnson
[email protected]

Additional Information

In its active commitment to building a diverse community, Guilford College rejects discrimination on the basis of race, creed, color, religion, age, gender, disability, sexual orientation or national or ethnic origin in admission, employment or access to programs and activities. The college also seeks to avoid discrimination in the administration of educational programs, admission policies, financial aid or any other college program or activity.

If accommodation or assistance is needed in completing this application, contact Human Resources at 336-316-2436. Guilford College is committed to providing a safe and secure environment for students, faculty, staff, visitors and others, and to protecting College assets.

Posting Specific Questions

Required fields are indicated with an asterisk (*).

    Applicant DocumentsRequired Documents
    1. Resume
    Optional Documents
    1. Cover Letter/Letter of Interest




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    Job No:
    Posted: 12/28/2018
    Application Due: 8/29/2019
    Work Type: