Help Desk Technician

Job Description

Position: Help Desk Technician

Duration: 2 month Contract with possible extension

Address: Remote but need to be able to go on campus to get equipment

Pay: $18-21/hour

Interview process- 1 and done

Must Haves:

2+ years of experience or knowledge supporting desktop computers running Windows, Mac OS or both in a network environment.

Prior customer support experience

Experience with audio/visual equipment used in teaching, meeting, and event spaces.

Pluses

Any IT related Certifications

Job Description

Responds to and diagnosis problems through discussions with users. Performs analysis and assists in a variety of service desk activities including, but not limited to, providing support for customers and end users of OCIO services; guiding end users through troubleshooting procedures; processing and escalating service requests; and providing technical assistance in the setup, installation, and configuration of desktop software and hardware. Service Desk analysts answer customer calls, respond to emails, escalate records to Tier 2 analysts and/or service owners, may perform onsite support, and provide follow up to customers as needed. May be asked to maintain knowledge base articles and provide assistance during major incidents. They are also responsible for determining the needs of faculty, staff and students and the proper support of those needs. Take ownership of all interactions, utilize appropriate follow-through, providing timely feedback. Use the Incident management and Request Fulfillment processes along with the Knowledge Management tool as designed. Identifies opportunities for improvement.