General Statement of Job

The IT Support Specialist - HelpDesk performs advanced troubleshooting for campus computers and peripherals primarily through telephony. This position installs and modifies software applications to campus computer systems as well as provides technical assistance and training to system users.

Specific Duties and Responsibilities

Essential Duties:

• Creation of work orders for tracking of service requests.

• Installs and modifies software applications to campus computer systems.

• Provides technical assistance to users.

• Provides first responder triage for systems and outages.

• Responds to client inquiries concerning systems operation, diagnoses, and corrects software and user problems.

• Recommends and/or performs minor and/or major remedial actions to correct problems.

• Provides and protects confidential information to verified customers.

• Assists with account management.

• Provides assistance with entry-level network tasks and systems administration such as network account maintenance.

• Provides updates, status, and completion information to higher-level technical support, manager and/or CIO, and/or users, via voice mail, e-mail, or in-person communication.

• Provides training, assistance and makes recommendations to coworkers concerning various tasks and areas of expertise.

• Maintains an orderly work area and is readily accessible to others in the department.

• Maintains an accurate workflow for services provided and requested.

• Assists with Blackboard LMS support needs.

• Provides callers with accurate information and direct phone calls to the proper destination.

• Performs other related duties as required.

• Education, Experience, and Licenses

Two plus years of related experience and/or training; or an equivalent combination of education and experience.

Knowledge, Skills, and Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to write reports, business correspondence, and procedure manuals.

• Ability to effectively present information and respond to questions from groups of faculty, staff, students, and members of the general public.

• Ability to work with mathematical concepts such as probability and statistical inference.

• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

• Ability to define problems, collect data, establish facts, and draw valid conclusions.

• Ability to convey instructions and guide others on processes for performing tasks.

• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

• Ability to effectively communicate orally (in person and by telephone) and in writing.

• Ability to multi-task, yet maintain close attention to detail and timeliness of work production.

• Ability to work in a positive team-oriented manner with a variety of people (students, faculty, staff, administrators, vendors, and members of the general public).

• Requires the ability to use small office equipment, including copy machines or multi-line telephone systems.

• Requires the ability to use computers for data entry.

• Requires the ability to use computers for word processing and/or accounting purposes.

• Requires the ability to use or repair small/light equipment, such as power tools.

• Requires the ability to repair or install computer hardware or network systems.

• Requires the ability to repair or install complex software or management information systems.

Physical Demands/Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit; use hands to finger, handle, or feel (including the use of a computer keyboard); and talk or hear (including the use of a telephone). The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts; high, precarious places; fumes or airborne particles; extreme heat; risk of electrical shock; and vibration. The noise level in the work environment is usually moderate.

NOTICE: The above job profile does not include all essential and nonessential duties of this job. All employees with disabilities are encouraged to contact Human Resources to review and discuss the essential and nonessential functions of the job. An employee with a disability can evaluate the job in greater detail to determine if she/he can safely perform the essential function of this job with or without reasonable accommodation.