Help Desk Assistant
Job Purpose: The purpose of the HelpDesk is to support faculty, staff, and students in real time. Students ensure a positive workflow and support an educational environment. Each HelpDesk member works in direct contact with the end users. This customer/ client support is vital to IT support. Due to the nature of end-user support staff is often pulled from the office and consequently the phones. As such it is vital that there is sufficient staff to provide coverage.
Job Duties and Responsibilities: HelpDesk members will support faculty, staff, and students with day to day IT and AV needs. Responsibilities include but are not limited to, receiving requests and creating service tickets. The Help Desk member then follows the service request to the finish. Along with fielding calls, and service requests HelpDesk members must maintain running duties. These duties include but are not limited to updating OS’s and software, replacing and recycling outdated equipment, maintaining printer toner inventory, and track IT equipment out on a loan. Helpdesk members are also responsible to mentor each other when possible and appropriate. All accomplished well providing professional end-user support.
Job Qualifications: It is essential that the helpdesk member be interested, inquisitive, and self-driven. Prior experience with operating systems, hardware, and software is beneficial, but this knowledge can be earned through peer mentoring and shadowing staff.