Help Desk Technician

Position Information Department/College

Department/College Client Support Services

Position Title Help Desk Technician

Job Category Staff

Posting Number 00544

FLSA Non-Exempt

Full or Part Time Full-Time

Temporary

Temporary No

The primary function of the Helpdesk Technician is to provide Tier 1 technical support for university systems, including the learning management system, instructional technologies, and desktop computing, for students, faculty, and staff. ESSENTIAL FUNCTIONS :

• 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 appropriate tier-level support per established protocols
• Provide Tier 1 support, including intake resolution and in-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 on recurring 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 resolve common 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 a cooperative, 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 for incident 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 promoting secure computing practices, identifying suspicious activity, and adhering to institutional security standards and procedures.
• Perform other duties as assigned

QUALIFICATIONS REQUIRED :

• High School Diploma or GED
• 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 support to a diverse audience
• Must be able to accommodate a flexible work schedule including early evenings and Sunday afternoons.

PREFERRED :

• Associate’s or Bachelor’s Degree in technology-related field
• Work experience in a higher education setting supporting instructional 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 on various topics

• Must be able to remain in a stationary position for 65% of the time
• Occasionally performs duties that require spending time in low posture 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 the wrists, hands, and/or fingers
• Requires clarity of vision for frequent use of computers and other technological devices
• After-hours and weekends may be required as needed

Located in historic Athens, Alabama, Athens State University offers…