Helpdesk Technician

Full-time

Description

Job ID

SF9695-1054-1857

Position Classification

FT Staff Non Union

Position Summary

Technical position primarily assigned to the Novi campus to support all departments under the direction of the ITS Helpdesk Manager. The position will provide technical support for university computers, audio-visual support for classroom technology, manage print services and student notebook programs.

Essential Duties and Responsibilities

Receive, log and track support requests, enhancement requests and service inquiry calls from users – daily.

Troubleshoot user software and hardware problems – daily.

Provide hardware, networking and software support for computers by following policies and procedures related to how problems are documented and corrected – daily.

Document and communicate progress toward resolution and current ticket status to the end-user and Helpdesk Manager within the timeframes established by the department – daily.

Ensure acceptance of resolutions and end-user satisfaction by resolving issues within acceptable timeframes established by the department – daily.

Work closely with the IT help desk to manage and escalate technical issues – as needed.

Inventory and install new computer software, hardware, and peripheral equipment including desktop, notebook and tablet computers. Reimage as necessary – daily.

Facilitate the equipment repair and replacement with vendors to support the accidental damage protection feature of faculty and student notebooks. Manage a pool of loaner units to support users with units out for repair.

Respond promptly to service requests and classroom technology issues – as needed.

Collaborate with academic departments to evaluate AV needs and recommend solutions – irregular.

Perform regular maintenance on AV equipment to ensure functionality and minimize downtime – monthly.

Assist with the setup and installation of new AV systems and upgrades in classrooms and conference spaces – irregular.

Coordinate with vendors and facilities management on AV-related projects – irregular.

Support training and author documentation for users – irregular.

Other duties as assigned – daily.

Requirements

Minimum Qualifications

Education – A high school diploma or GED.

Experience – Two years to five years (Equivalent combination of education and employment).

Knowledge, Skills, and Abilities

Excellent communication, documentation and customer service skills including the ability to organize complex information into an understandable format and convey that information to people with limited technical knowledge.

Strong troubleshooting and problem-solving skills.

Experience with many diverse hardware, software and operating system environments.

Self-motivated.

Willingness to learn.

Strict attention to detail, responsiveness when unexpected down-time occurs and commitment to ensuring user base receives optimal uptime of computer systems.

Ability to lift and transport AV equipment (up to 20 lbs) and work in various campus locations.

A commitment to the highest ethical standards in IT.

Physical Requirements

Job may require lifting light weight objects (1 to 10 pounds) with no repetitive bending or stooping. Occasionally lift average weight objects (1 to 10 pounds).

Work Environment

Regular exposure to favorable conditions such as those found in a normal office.

Licenses/Certifications

CompTIA+

Salary/Pay Information

$70000/Annually

Anticipated Schedule

Monday to Friday 8.00 AM to 5.00 PM.

Employee Benefits

At the University of Detroit Mercy, we continually strive to provide a high-quality, comprehensive benefits package to our valued employees. We offer our employees the following benefits:

• Medical -

o Three health plans to choose from with a large national provider network

•Dental -

o UDM’s School of Dentistry FREE to you and your dependents

o Option to purchase additional dental plan through UNUM

•Vision –

o Under United Healthcare, you are able to get one exam every 24 months

o Under Heritage Vision, an eye exam and lenses (not Frame) are provided every 12 months

(Plans are available to employees to purchase as an option)

• Health Savings Account and Flexible Spending Accounts offered

• Employee Assistance Program -

o Provided to everyone in your household

• Short-Term and Long-Term Disability

• Life and AD&D

o 1x base salary up to Dollar One Hundred Thousand.

• Option to purchase additional life insurance, accident insurance, and/or critical illness insurance

• Tuition Remission Benefit for you, your spouse, and children.

• Retirement Plan -

o UDM provides matches up to 8%

Michigan’s largest, most comprehensive private University, University of Detroit Mercy is an independent Catholic institution of higher education sponsored by the Sisters of Mercy and Society of Jesus. Detroit Mercy seeks qualified candidates who will contribute to the University’s mission, diversity, and excellence of its academic community. University of Detroit Mercy is an Equal Opportunity Affirmative Action Employer with a diverse student body and welcomes persons of all backgrounds.