Help Desk Technician II

Job Description

Description:

Job Summary: The Help Desk Technician II is the first point of contact for providing customer-focused IT support and resolving hardware, software, network and application issues.

UGA offers full-time employees a benefit package that includes employer-subsidized health insurance, dental and vision insurance, voluntary life and short-term disability insurance, a Simple IRA with a 3% match, and Paid Time Off, including 4 hours of Volunteer Time Off per year.

Principle Responsibilities:

Serve as the first point of contact for users seeking technical support via phone, email, or ticketing system.

Diagnose and troubleshoot hardware, software, and network issues across Windows and Mac environments.

Provide technical support for desktops, laptops, printers, mobile devices, and applications.

Escalate complex or unresolved issues as needed.

Log all incidents, service requests, and change requests using ticketing system.

Follow up with users to ensure issue resolution and maintain high levels of customer satisfaction.

Assist in user account creation, password resets, and access rights management (Active Directory, Microsoft 365).

Install, configure, and maintain computer systems and software applications.

Support onboarding and offboarding processes, including hardware setup and software provisioning.

Document solutions and maintain a knowledge base of common issues and fixes.

Requirements:

Knowledge, Skills, and Abilities:

Effective organizational and time management skills.

Effective verbal and written communication skills.

Effective customer service skills; service-oriented and able to resolve customer grievances.

Effective interpersonal skills with a proven ability to collaborate with a team.

Demonstrated critical thinking and problem-solving skills.

Strong technical skills, with ability to learn/administer the following equipment: Personal Computer/laptop, printers, multi-line telephone, fax machine, photocopier, adding machine, and software including Microsoft Office and Salesforce.

Basic knowledge of AD, Networking, and PC Setup OR programming languages.

Basic understanding of clerical procedures and systems such as recordkeeping and documentation.

Work Experience:

1-2 years related experience in a help desk/customer service role in an IT environment.

Strong technical background/aptitude.

Training and Education:

Associated degree in a related field and/or enrollment in an educational program focused on Information Technology degree/certification preferred.

Complete all required training as assigned.

Working Environment and Requirements to Perform Job Responsibilities

Ability to work assigned hours/shifts as scheduled.

Ability to work in a shared office, private office, and/or cubicle in accordance with job duties and responsibilities.

Ability to be on location and/or assigned confidential location(s) for client services for all work hours.

Effective with shifting roles, responsibilities, and expectations in a changing work environment.

Ability to see computer screen, read, and complete forms

Ability to lift up to 10 pounds with the ability to push, pull, bend, reach, and sit.

Ability to sit for prolonged periods of time/work at a desk.

Ability to answer the phone in a busy environment – hear callers and be responsive.

Ability to work in a high intensity/fast paced work environment and be able to multi-task and prioritize.

Full-time