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 junior and senior-level coursework to community college graduates and transfer students holding sufficient credits from other institutions. Approximately 3,000 students each semester have selected Athens State because of its neighborly environment where over 50 majors and degree programs are offered, with courses taught by a…