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.
Additional Responsibilities:
Provides effort troubleshooting, when possible, in assisting users’ issues with user owned technology.
Generate and review activity reports.
Other duties, as assigned.
Required Skills/Abilities:
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.
Minimum Qualifications:
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.
Written and spoken Spanish and English fluency.
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
