Senior Help Desk Technician

Posting Details

Position Information

Job Title

Senior Help Desk Technician

Department

Information Technology Services - 50300

Pay Grade

7

Job Category

Support Staff

Job Summary

Responsible to the Information Technology Services (ITS) Help Desk Manager for providing front-line troubleshooting and technical support to ETSU faculty, staff, and students for computer hardware, software, mobile devices, telecommunications, and other technology products and services. The position handles requests for assistance from various sources including telephone, email, online chat, and in-person. The position is responsible for monitoring and verifying the work of students and/or temporary workers at the Help Desk. Provides advice and guidance to people with varying levels of technological competency. Collaborates with other ITS staff and leadership team members to facilitate a resolution as needed.

Serves as a functional coordinator for IT service management (ITSM) software used for automating business processes, generating Help Desk tickets, managing assets/inventory, facilitating the creation and approval of change requests, and generating reports. The technician must be familiar with creating and updating forms and workflow in IT service management software.

This position will work an alternative schedule of 9:30am - 6:00pm Monday - Friday.

Knowledge, Skills and Abilities

Knowledge of computing functions for Windows-based PCs and Mac computers; basic knowledge of Mac computers.

Knowledge of basic software packages, such as Microsoft Office products, Adobe products, content management system, and learning management systems.

Knowledge of university administrative software.

Knowledge of scripting and/or programming to perform LDAP queries, remote procedure calls, data processing, and task automation.

Knowledge of form, application, and workflow in IT Service Management software.

Understanding of account management in a Windows enterprise environment.

Intermediate TCP/IP networking knowledge and troubleshooting skills.

Ability to work with people of varied technological skills.

Ability to design and develop basic technology-based instructional training materials.

Ability to understand instructional and technical processes, products or concepts, and communicate them effectively to a non-technical audience.

Ability to understand and apply general policies and procedures.

Ability to work productively on several projects simultaneously.

Ability to maintain confidentiality.

Ability to use rigorous logic and methods to solve technical problems with effective solutions.

Demonstrates effective communication skills in both written and verbal formats.

Possesses strong interpersonal skills and commitment to customer satisfaction.

Exemplary customer service skills, including the ability to improvise under pressure while maintaining a customer friendly and professional attitude.

Required Qualifications

Five (5) years of professional experience in a customer service focused, technology-related environment OR Associate's degree with at least two years' experience in a customer service focused, technology-related environment; ability to work in a multifunctional, fast-paced office environment required; (Experience as a part-time employee or graduate assistant may be considered.)

Preferred Qualifications

Bachelor's degree in computer science or related field preferred; active directory experience preferred; web development and coding experience preferred; knowledge and development experience with IT Service Management software such as TOPdesk, Remedy, Jira, Zendesk, or others preferred; knowledge of content management and learning management systems preferred. Experience providing in-person and online assistance preferred. A+ or other technical certifications preferred.

Salary

MR7

Posting Detail Information

Posting Number

SS01869P

Is this position subject to a criminal background check?

Yes

Is any part of the funding for this posting coming from a grant or outside funding source?

No

Open Date

09/26/2025

Close Date

Open Until Filled

Yes

Special Instructions to Applicants

Please apply using this link: