Job Summary

The Help Desk Assistant will perform basic office duties, provide customer service, and support for the University. The University Help Desk is a part of Information Technology Services.

Information Technology Services provides leadership and instills confidence through exceptional technology and assistance to our customers.

Information Technology Services consists of multiple teams who support all faculty, staff and students as it relates to desktop computing, applications, telecommunications, network, classroom technology and other technical needs.

Job Description

Typical duties include but are not limited to:

• Provide phone support to the FGCU community

• Answer questions about hardware/software configurations.

• Remote troubleshooting.

• Help with testing of new services.

• Record work in the Help Desk ticketing system.

Other Duties

• Performs other job-related duties as assigned.

Additional Job Description

Required Qualifications

High school diploma or equivalent.

Experience providing excellent customer service in person and over the phone.

Basic knowledge and understanding of computer use.

Open availability Mon-Fri 7:00 am – 10:00 pm and Saturday 8:00 am - 5:00 pm

Preferred Qualifications

Previous experience in a help desk role in a higher education environment.
Coursework or training in IT disciplines covering computer applications, hardware, networking, systems or similar area.

Knowledge, Skills, & Abilities

Promote a common purpose consistent with stated University goals and demonstrate a commitment to students and the learning environment.

Possess the knowledge of general written standards and procedures utilized, and have the ability to read, interpret, and follow procedural and policy manual related to the job tasks.

Demonstrate the ability to respond to supervision, guidance and direction in a positive, receptive manner and in accordance with stated policies.

Provide quality customer service by creating a welcoming and supportive environment.

Present a professional image in word, action and attire.

Demonstrate professionalism in dealing with a diverse population while understanding and respecting each other’s view of the world, personalities and working styles.

Apply effective techniques to create working relationships with others to achieve common goals; successfully communicates and collaborates with others to achieve goals.

Demonstrate skills necessary to look at situations and processes critically to make recommendations for improvement.