Helpdesk Technician

Summary

Join CampusWorks as a Helpdesk Technician and become the first point of contact for students, faculty, staff, and the campus community. You will provide first-tier troubleshooting for various technical issues, ensuring a seamless user experience. Responsibilities include diagnosing and resolving technical problems, coordinating with other departments, and contributing to knowledge base articles. This role requires strong communication, problem-solving, and teamwork skills. The position offers the chance to enhance your technical skills and contribute to process improvement within a collaborative support environment. Minimum qualifications include a high school diploma and one year of relevant experience. Preferred qualifications include IT certifications and a relevant degree.

Requirements

• Ability to quickly diagnose and resolve technical issues
• Ability to effectively communicate technical concepts with a variety of customer user types
• Ability to understand and follow oral and written instructions and protocols
• Ability to adhere to set schedules, meet deadlines, and cover shift patterns to provide the coverage needed for the client
• Ability to work with minimal supervision
• Ability to work in-person, onsite at the client’s location and occasionally remotely in a dedicated, private, secure space with reliable internet access
• Working knowledge of help desk software, databases, and remote control
• Strong interpersonal and customer service skills
• Strong problem-solving and critical-thinking skills
• Strong teamwork skills to help other technical support workers
• Flexibility to work a variety of shifts with minimal notice
• Willingness to learn new technologies and systems
• Willingness to learn and work in a team environment
• High school diploma or equivalent
• A minimum of one-year related experience in supporting personal computer hardware, software, peripherals, servers, printers, scanners, and classroom audiovisual technology

Responsibilities

• Serve as the primary point of contact for students, faculty, and staff contacting the IT Help Desk, providing Tier 1 support for issues in a timely and professional manner
• Troubleshoot and resolve Tier 1 issues, such as password resets and account management, and other issues supported by knowledgebase articles
• Follows established ITIL priority matrix to evaluate and prioritize service requests in alignment with department standards and escalate complex issues when necessary
• Creates accurate and detailed tickets based on every customer encounter
• Collaborates with IT staff to resolve and manage unresolved tickets in the IT ticket tracking system
• Utilizes and adheres to knowledge base articles to resolve issues. Identifies and reports gaps and makes contributions to the knowledge with approval by the Director
• Provides effort troubleshooting, when possible, in assisting users’ issues with user owned technology
• Generate and review activity reports
• Other duties, as assigned

Preferred Qualifications

• Professional IT certifications such as CompTIA ITF+, A+, Network+, Server+, MCP, etc
• Associate’s degree or bachelor’s degree in computer science or a related field
• 2-5 years of related desktop experience