Starting Hourly Rate Based on Qualifications:
$18.24
JOB SUMMARY, DESCRIPTION & QUALIFICATIONS:
Job Summary
The IT Help Desk Technician will provide support to end users on a variety of IT issues. Identify, research, and resolve IT technical problems. Respond to IT client telephone calls, voicemail requests, Online chat requests, and walk-in requests for service and tickets submitted online. Helpdesk ticket should be created for every interaction the technician has with a stakeholder. The technician should attempt to resolve the tickets first and if there are issues that are beyond simple troubleshooting, the Help Desk Technician will create and categorize tickets so they are routed to the appropriate staff to ensure a timely resolution.
Note:
Schedule will vary to cover help desk hours:
7:30 am – 7 pm Monday – Thursday
7:30 am – 5 pm Friday,
Occasional Saturday hours from 7:30 am – 12:00 pm.
This position will be located at the Wausau campus. While these hours are typical, they may be subject to change as workload and needs of our customers and work areas change. There may be times when the schedule must be changed but there is very little notice. Flexibility is essential.
Duties & Responsibilities
Provide IT help desk support in-person, over the phone, via online chat, and ticketing system
Provide basic technical support to end users to resolve tickets on your own; follow process before routing to a different department. Resolution of tickets will be tracked for performance feedback.
Creating, routing, and closing tickets
Maintain ticket routing document
Troubleshoot user account access issues
Complete special projects as assigned
Dependable, reliable, and predictable attendance is a requirement.
Assist Technical Services when needed.
Notify appropriate supervisory/managerial staff when a student or staff member presents personal/behavioral issues to the IT Helpdesk; Helpdesk assistance is limited to technical issues only.
Provide highest level of customer service to users. Maintain compliance with confidentiality required in FERPA.
Qualifications
Knowledge of Microsoft Operating systems.
Knowledge of Microsoft tools including Office and Office 365
Knowledge of PC hardware
Ability to prioritize assigned projects, help desk calls, and tickets
Ability to lift up to 50 lbs and move computer and A/V equipment
Ability to troubleshoot a variety of hardware and software issues
Must have strong customer service, time management, work ethic, and written/verbal communication skills
Experience with Active Directory and NTC applications is a plus
The duties and responsibilities listed are intended to describe the essential functions of persons assigned to this job. They are not intended as an exhaustive list of all job duties, responsibilities, and requirements.
Physical Demands
Carrying/Lifting 10-25lbs: High
Carrying/Lifting 25-50lbs: Medium
Carrying/Lifting more than 50lbs: Low
Sitting: High
Standing/Walking/Climbing: Low
Squatting/Crouching/Kneeling/Bending: Low
Repetitive Hand/Foot Movement: High
Pushing/Pulling/Reaching Above Shoulder: Low
Work Environment
Indoor/Office Work Environment: High
Outdoor Weather Conditions: N/A
Irritated or Agitated Individuals: Low
Hostile or Violent Individuals: Low
Hazardous Fumes/Odors/Toxic Chemicals: N/A
Confined Spaces (as identified by OSHA): N/A
Job Details Overview GENERAL SUMMARY OF POSITION: Under the direct supervision of the Department Administrator or designee, the Research Laboratory...
Apply For This JobSaint Mary’s University of Minnesota is seeking an Assistant Professor of Biology for the Winona Campus. We are looking for...
Apply For This JobDepartment: Counseling Location: Santa Clarita, CA Req No.: ACA22-411 Deadline Date: 02/16/2023 Position Number: ACA22-411 College of the CanyonsSanta Clarita...
Apply For This JobEast Stroudsburg University is hiring a Maintenance Repairman 2 (Utility Plant)! Located in the beautiful Pocono Mountains of Pennsylvania, ESU’s...
Apply For This JobJob Details Advertising Copy: The Department of Geography and Geosciences at University of Vermont seeks to hire a tenure-track assistant...
Apply For This JobPostdoctoral Associate Job No: 529709Work Type: Post Doc AssociateLocation: Main Campus (Gainesville, FL)Categories: Biology/Life ScienceDepartment: 29030101 – MD-BIOCHEMISTRY-GENERAL Job Description...
Apply For This Job