What We're Looking For

The Help Desk Consultant provides technical support to clients (internal and external) experiencing computer hardware and software issues. This position responds to queries, isolate problems, troubleshoot issues, and implement solutions. This Help Desk Consultant reports to the Director of Client Support Services and works on a team of Help Desk Consultants. This position handles requests from multiple sources like email, telephone, voicemail, chat, ticket, and face-to-face. 

The successful candidate will have the following:

• An Associate degree and at least one year of experience are required.
• Excellent people skills essential; ability to interact with a variety of people. 
• Comfortable working with computers and various software programs. 
• Effective communication skills, oral and written, using correct English grammar, spelling, and punctuation. 
• Able to work flexible hours in the evenings.
• Ability to apply active listening and analytical thinking skills to present viable options.
• Proven ability to work independently and on a team.

What You Will Do

• Offer support and technical assistance to customers who are using software, hardware, or other computer systems and need help completing tasks or troubleshooting problems through diagnostic tests and remote access to their computers.
• Respond quickly and effectively to customer Chat, Email, and Phone queries, and problems to ensure full resolution.
• Monitor incident queue and process first-in first-out based on priority.
• Follow-up on incidents that have been escalated to other groups to ensure resolution within the defined service level agreements.
• Provide face-to-face support through HelpDesk+ in Moody Library as needed.
• Assist other Client Services staff via Teams and create and review Knowledge database documentation.
• Perform all other duties as assigned to support Baylor’s mission.
• Ability to comply with University policies.
• Maintain regular and punctual attendance.

To Apply

To be a part of the most compelling mission in higher education, submit a CV/resume, cover letter, and names of three professional references to the job posting.

What You Can Expect

As part of the Baylor family, eligible employees receive a comprehensive benefits package that includes medical, dental, and vision insurance, generous time off, tuition remission, and outstanding automatic retirement contributions.   Baylor has a comprehensive benefits plan that supports you and your family’s wellbeing and allows you to be a part of the life of a vibrant and active college campus.  To learn more go to Baylor Benefits & Advantages.

Explore & Engage

Learn more about Baylor and our strategic vision, Illuminate.  Also, explore our great hometown of Waco and many opportunities to engage locally.

About Baylor
Baylor University is a private not-for-profit university affiliated with the Baptist General Convention of Texas. As an Affirmative Action/Equal Opportunity employer, Baylor is committed to compliance with all applicable anti-discrimination laws, including those regarding age, race, color, sex, national origin, pregnancy status, military service, genetic information, and disability. As a religious educational institution, Baylor is lawfully permitted to consider an applicant’s religion as a selection criterion. Baylor encourages women, minorities, veterans, and individuals with disabilities to apply.  EEO/M/F/Vets/Disabled