Help Desk Analyst

Job Description

POSITION TITLE

Help Desk Analyst

POSITION SUMMARY

Provides technically sound assistance in installation, maintenance and repair of computer equipment and software as assigned. Maintain and support a customer service friendly Help

Desk that provides tier-one computer and credential support to clients by phone, e-mail, live support (online chat), or in person. Administer and provide advanced account support.

Advice and assistance in computer and peripheral equipment operation.

Directly assist clients with credentialing needs via phone, email, chat or in-person for Coker students, Faculty/Staff and Visitors

Assist students, faculty, staff, and visitor/guest/vendors with connecting to the College wireless network

Act as client advocate by reviewing all open tickets and communicating between other IT groups and the client.

Other duties related to the position as determined by the Director of Information Technology

EDUCATION

Associate's Degree in related field and/or two years of related computing work experience or the equivalent experience.

Two (2) years of work experience in a in technical telephone support in an academic or commercial setting.

ESSENTIAL QUALIFICATIONS

Help Desk experience. Telephone support and in person support experience. Strong diversified customer service background in a computer related field; Ability to multi-task; Strong desire to help; Excellent verbal and written communication skills; Self-motivating; Self-directing

Ability to gather, interpret and recode research and data

In-depth working knowledge of Microsoft and Apple operating systems, smart phones, and other mobile devices

In-depth working knowledge of common applications used on above machines (ie, Microsoft Office Suite)

Excellent interpersonal skills

Excellent phone etiquette; Strong training skills

Knowledge of Help Desk ticket tracking software

University Standard Service and Excellence Expectations

Coker's standards of service and excellence to the campus and community is an institutional priority for the university. We pride ourselves in our customer service, communication, and availability to our stakeholders and employees through efficient response times, detailed information, and professionalism.

Coker University readies undergraduates for personal and professional success through a distinctive four-year program that emphasizes a practical application of the liberal arts as well as hands-on and discussion-based learning within and beyond the classroom. Located in Hartsville, SC, Coker is within two hours of the cultural, financial and recreational resources of Charlotte, Columbia, Charleston and Myrtle Beach.

Coker University, in compliance with all applicable state and federal laws, including Titles VI and VII of the Civil Rights Act of 1964, Title IX of the Education Amendments of 1972, Section 504 of the Rehabilitation Act of 1973, and the Americans with Disabilities Act of 1990, does not discriminate on the basis of race, color, ethnicity, national origin, ancestry, religion, sex, sexual orientation, gender identity and expression, age, marital status, veterans or military status, or against individuals with disabilities, medical condition, or other legally protected classifications in the areas of employment, admission, financial aid or access to educational or extracurricular programs, activities or facilities.

Full-time