Under general supervision of the Vice President for Information Technology, the Help Desk Technician (HDT) will provide support to campus customers via phone and email. The HDT will triage calls, asking appropriate questions and use knowledge and resources to diagnose and resolve issues and escalate issues to the proper channels as needed.

Daily Operations

• Manage help desk tickets in a timely manner
• Respond to customer issues via phone and email
• Provide customer assistance and document interactions accordingly and provide follow up as needed
• Run diagnostics to resolve customer reported issues
• Escalate issues to the next Tier with next level of difficulty
• Install, make changes and repair computer hardware and software

Required Skills

• Excellent oral communication skills
• Detail oriented in order to keep detailed notes on tickets
• Highly organized to keep Help desk tickets order
• Ability to diagnose and resolve basic computer technical issues
• Ability to connect and network printers
• Able to utilize active directory

Required Education and Experience

• 1 year of experience working in a help desk environment
• Proficiency with a MAC and IOS computers
• Proficient with Office 365
• Working Knowledge of Windows Deployment Services