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IT Help Desk Technician

Employer
Sewanee: The University of the South
Location
Sewanee, TN

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Administrative Jobs
Academic Affairs, Research Staff & Technicians, Technology, IT Support & Training
Employment Type
Full Time
Institution Type
Four-Year Institution
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Job Details

Position Overview

Primary Function: The IT Help Desk Technician is an IT professional who serves as the first point of contact for users who need technical assistance via phone, email, or in person. In addition, the IT Help Desk Technician provides technical assistance on computer systems including, but not limited to, Windows and Apple desktops, laptops, mobile devices, and peripherals.
Career Band: NE8

Position Description

Typical Duties & Responsibilities: The IT Help Desk Technician provides accurate and exceptional assistance to users in a timely, patient, and friendly fashion.

Duties include but are not limited to:

  • Provide training, support, and upgrades to end-users on computer hardware and software operations
  • Install, configure, test, maintain, monitor, and troubleshoot end-user workstation hardware, software, and networked products
  • Perform on-site analysis, diagnosis, and resolution of complex technical issues, including remote assistance when needed
  • Respond to incoming calls, emails, and in-person inquiries regarding technical issues
  • Utilize the Help Desk ticket management system(KACE) while attentively taking responsibility for assigned trouble tickets
  • Document all user interactions, troubleshooting steps, status, and resolutions of assigned tickets
  • Assist users with security implementations such as two-step verification, the Sewanee password reset portal, Sophos Antivirus software, and computer encryption.
  • Troubleshoot and install VoIP integrated telephones
  • Assist in Google Workspace applications such as but not limited to Google Mail, Google Drive, Google Calendar, Docs, Sheets, and Slides
  • Provide user assistance for the Brightspace learning management system
  • Document and maintain asset records and inventory in the KACE management system
  • Assist users on Banner 9 and self-service applications
  • Troubleshoot common network issues related to on-site user workstations and remote VPN/Gateway
  • Budgetary Responsibility: None Personal Interaction/Communication:Student Contact: As needed to help with personal computer/mobile device troubleshooting or general inquiries. Internal: As needed to help with personal computer/mobile device troubleshooting or general inquiries. External: As needed to help with personal compute/ mobile device troubleshooting or general inquiries. Communication with vendors relating to hardware and software support and troubleshooting as needed. Attributes of a Successful Candidate

    Education: Associate’s, technical vocational degree, or equivalent years of work experience Experience: 1-2 years of experience working in a technical Help Desk environment preferred Job Related Skills:

  • Excellent technical knowledge of Windows, Apple, and network applications
  • Exceptional customer service skills
  • Effective interpersonal and relationship-building skills
  • Keen attention to detail with the ability to meet project and ticket deadlines
  • Ability to work in a team-oriented and collaborative environment
  • Ability to effectively prioritize and execute assigned tasks during high volume times
  • High level of communication skills, both verbal and written
  • A+, Network+, Microsoft, Security+ and Apple certifications are a plus
  • Licenses & Certifications: Certifications preferred, but not required. (A+, Network +, MCP)Supplemental Information

    Confidential Information: System and user passwords, access to confidential files, file server access, access to keys and all campus areas. Working Environment: The IT Help Desk Technician will experience a fast-paced educational environment involving multiple trouble tickets, calls, emails, and walk-ins in a day. Lifting and carrying moderately heavy equipment is typical and frequent. Long periods in front of a computer display with frequent interruptions are likely. Must be able to wear an approved mask for prolonged periods while performing job duties and responsibilities. As a condition of employment, all new employees are required to be fully vaccinated against COVID-19 by October 5, 2021, subject to an approved medical or religious exemption.Physical Requirements: Must be able to climb (many stairs, ladders), Must be able to lift between 21-50 pounds (Medium work), Must be able to carry between 21-50 pounds (Medium work)

    Organization

    Working at Sewanee: The University of the South

    Known familiarly as “Sewanee” by its students, faculty, staff and friends, The University of the South offers an unmatched educational experience. The university remains purposefully small and dedicated to building a sense of community. All classes are taught by professors, not graduate teaching assistants, and close faculty-student interaction ensures that each student enjoys a rich and personal educational experience. It is not unusual for students and faculty members to work shoulder to shoulder on research projects and journal articles, to meet for coffee at a local eatery, or to serve together as members of the university orchestra, volunteer fire department, and other civic groups.

    The result of such individualized education is clear in the academic success of Sewanee students and alumni. The university has had 26 Rhodes Scholars—a number that puts Sewanee in the top four nationally among American liberal arts colleges—as well as 27 NCAA Postgraduate Fellows, 43 Watson Fellows, and dozens of Fulbright Scholars, and has an acceptance rate to graduate and professional schools that far outpaces its peers. The School of Theology has added to its alumni ranks countless bishops, including three of the last four presiding bishops of the Episcopal Church.

    Sewanee offers 36 majors, 32 minors, and 15 special programs, along with pre-medicine, pre-nursing, pre-law, and pre-business. More than 40 percent of students participate in study-abroad programs, and a comprehensive endowed program that provides financial support for summer internships has greatly strengthened career development for undergraduates. See more about Sewanee in the "Sewanee Snapshot" here.

    In an era of specialization, Sewanee upholds the broad-based ideals of liberal education as a surer means to success. At the University of the South, the adherence to outstanding liberal arts education and enduring traditions of honor, community, and respect have transformed many generations of students, and have earned the abiding loyalty and support of alumni who are enjoying lives of integrity, leadership, and service.

    The University is located atop the Cumberland Plateau between Nashville and Chattanooga, Tennessee. Sewanee’s physical environment, which includes the 13,000–acre Domain (as the campus and surrounding area is known), provides a remarkable academic and recreational resource, and an unparalleled place in which to study and reflect. It invites students to engage in both a multitude of outdoor activities and careful study of the natural environment.

    As the University celebrated the 150th anniversary of its founding in 2007–2008, it looked back on a rich history and forward to new opportunities for the next generations. “The essence of Sewanee is consistent from generation to generation,” said Vice Chancellor emeritus Joel Cunningham. “We are a university dedicated to liberal education, to time-honored traditions, and to our commitment to serve our students and this nation. We have been successful in advancing our mission, and I believe we have the resources and the will to ensure that Sewanee’s best years are still to come.”

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