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
Typical Duties & Responsibilities: The IT Help Desk Technician provides accurate and exceptional assistance to users in a timely, patient, and friendly fashion.Provide training, support, and upgrades to end-users on computer hardware and software operationsInstall, configure, test, maintain, monitor, and troubleshoot end-user workstation hardware, software, and networked productsPerform on-site analysis, diagnosis, and resolution of complex technical issues, including remote assistance when neededRespond to incoming calls, emails, and in-person inquiries regarding technical issuesUtilize the Help Desk ticket management system(KACE) while attentively taking responsibility for assigned trouble ticketsDocument all user interactions, troubleshooting steps, status, and resolutions of assigned ticketsAssist 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 telephonesAssist in Google Workspace applications such as but not limited to Google Mail, Google Drive, Google Calendar, Docs, Sheets, and SlidesProvide user assistance for the Brightspace learning management systemDocument and maintain asset records and inventory in the KACE management systemAssist users on Banner 9 and self-service applicationsTroubleshoot common network issues related to on-site user workstations and remote VPN/Gateway
Duties include but are not limited to:
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 applicationsExceptional customer service skillsEffective interpersonal and relationship-building skillsKeen attention to detail with the ability to meet project and ticket deadlinesAbility to work in a team-oriented and collaborative environmentAbility to effectively prioritize and execute assigned tasks during high volume timesHigh level of communication skills, both verbal and writtenA+, 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)