Posting DetailsPosting Number NONAC1924 Job Title Help Desk Technician II Position Title Help Desk Technician II Position Type Non-Faculty Salary Minimum Salary $40,000; Commensurate with experience Department Information Technology Position Summary
In support of Morehouse School of Medicine’s Vision; “Leading the creation and advancement of health equity,” the Department of Information Technology Services is seeking a Desktop Support Technician.
The Help Desk Technician provides technical support and assistance via the phone, in person, or remotely, related to computer systems, hardware, and software. The Help Desk Technician responds to customer queries to provide technical assistance.Minimum Qualifications
Education: 2 years of college education or Associate’s Degree required. Degree must be from a regionally accredited college or university.
Experience: 1-2 years of related experience. In lieu of educational requirements, experience may be substituted on a year for year basis.Preferred Qualifications Posting Date 03/24/2021 Closing Date Open Until Filled No Special Instructions to Applicants Job Duties Description of Job Duty
Provides a single point of contact (SPOC) for end-user desktop support and problem resolution for all MSM standard hardware, software and application.
Resolves as end-user reported calls, walk-up requests, emails or tickets as possible on the first contact, and accurately dispatches unresolved incidents to appropriate secondary support team.
Provides accurate and timely logging of problems and resolution for problems in the customer support problem management database.
Escalates problems as appropriate following MSM standard operating procedures.
Acts as a liaison between student, employees and faculty to assure accurate problem interpretation.
The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.