Help Desk Technician

Help Desk Technician

Closing Date:

The primary function of the Helpdesk Technician isto provide Tier 1 technical support for university systems,including the learning management system, instructionaltechnologies, and desktop computing, for students, faculty, andstaff.

• Provide technical assistance to end-users by phone, email,online, and in-person.
• Manage help desk ticket intake, capturing complete contact information and issue description, and assigning appropriatetier-level support per established protocols
• Provide Tier 1 support, including intake resolution andin-depth troubleshooting of hardware, software, email, and learning management system issues, escalating network and Banner-related issues to the appropriate team.
• Recommend and refine Tier 1 troubleshooting procedures based onrecurring ticket patterns
• Escalate unresolved issues to systems and network staff, with documented analysis of the problem and attempted resolutions
• Create self-service materials to empower end-users to resolvecommon issues independently
• Assist in the developing and updating of faculty, staff, and student orientation materials
• Continuously build product knowledge and Tier 1 troubleshooting skills through hands-on work with university systems and required training
• Provide backup support for desktop system deployment and management as needed
• Deliver consistent, high-quality customer service by following established protocols and timelines, and by fostering acooperative, collaborative atmosphere with the University community
• Proactively identify and implement opportunities for process improvement, efficiency, and end-user empowerment in support of the University mission
• Demonstrate flexibility and sound judgment — adapting to changing work scope, solving problems independently and collaboratively, and self-monitoring performance for continuous improvement
• Follow established ITY service management practices forincident management, request fulfillment, documentation,escalation, and customer communication.
• Assist users with account management, password resets,multifactor authentication enrollment, and access-related issues in accordance with university security policies.
• Support university cybersecurity initiatives by promotingsecure computing practices, identifying suspicious activity, andadhering to institutional security standards and procedures.
• Perform other duties as assigned

• High School Diploma or GED
• Strong computer hardware and software skills (troubleshootinghardware/software issues) including:
  Microsoft Office Suite, webbrowsers, online information systems, and electronic mail
• Proficiency using Microsoft 365
• Strong critical thinking and problem solving skills
• Excellent verbal and nonverbal communication skills
• Strong organization and multi-tasking skills
• Ability to provide great customer service and technical supportto a diverse audience
• Must be able to accommodate a flexible work schedule including early evenings and Sunday afternoons.

• Associate's or Bachelor's Degree in technology-related field
• Work experience in a higher education setting supportinginstructional technologies such as learning management systems,online courses, lecture capture, online storage, and portals.
• Experience using a work order ticketing system
• Experience with developing instructional training materials onvarious topics

• Must be able to remain in a stationary position for 65% of thetime
• Occasionally performs duties that require spending time in lowposture positions such as crawling, crouching, kneeling, and stooping
• Must be able to adjust or move objects up to 25 pounds in all directions
• Requires frequent communication
• Frequently performs tasks that uses repeating motions of thewrists, hands, and/or fingers
• Requires clarity of vision for frequent use of computers andother technological devices
• After-hours and weekends may be required as needed

Salary Band: N270

To view salary schedules, visit: https://(Use the "Apply for this Job" box below).-

Salary will be commensurate with experience and qualifications

Unofficial transcripts should be from the college or university which verifies qualifications for the position.

Note:

Credential evaluations are needed for all transcripts obtained outside the U.S. before uploading and submitting an application. (Credential evaluators should provide course-by-course evaluations and transcribed in English.)

Upon an offer of employment, official transcripts from all colleges and universities attended must be submitted. Continued employment is contingent upon receipt of transcripts from all colleges and universities attended.

Located in historic Athens, Alabama, Athens State University offersjunior and senior-level coursework to community college graduatesand transfer students holding sufficient credits from other institutions. Presently, over 3,100 students have selected Athens State because of its…