Help Desk Technician

Job Summary

Responsible for establishing a positive client experience through delivery excellence. Position is a key contributor to the unit and Georgia Tech Community. Position will provide technical assistance and answers to users' questions, assisting users by troubleshooting problems with computer hardware or software. Customer contact may include but is not limited to face‑to‑face, by telephone, and by email. Position will serve as the first point of contact for customer information needs.

This position is the first point of contact for customers to communicate with when they have a technical problem. They will handle complaints, provide appropriate technical assistance to customers, and follow up to resolve any customer experience issues. This position will interact consistently with: customers, supervisors, and co‑workers. This position typically will advise and counsel: customers. This position will supervise: N/A.

• Field support calls, emails, and other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns, and answer customer questions by providing service information and resolving problems and maintain customer contact database and website.
• Answer customer questions by providing service information and resolving problems.
• Consult with users to determine steps and procedures to identify and resolve the problem.
• Identify, investigate, and resolve users' problems with computer software and hardware.
• Apply computer software, hardware, and procedures knowledge to solve problems.
• Guide users through diagnostic and troubleshooting processes, including using diagnostic tools and software and following verbal instructions.
• For inquiries requiring more than a primary response, investigate and resolve customer issues directly, usually serving as the sole response source; follow up as necessary.
• Engage in learning opportunities in other areas to gain a broader knowledge of the organization's services.
• Remain current on policies, procedures, and practices as they apply to customer service.
• Perform other related duties as assigned.

• Educational Requirements:
  
  High School or GED. Equivalent combination of education and experience also acceptable.
• Other
  
  Required Qualifications:
  
  Occasionally stand and walk for up to 30 minutes at various times during the workday.
• Required Experience:
  
  Zero to two years experience in customer technical support.

• Preferred Educational
  
  Qualifications:
  
  Technical Diploma in computer operations or related field.
• This role is On‑Site.

• Abilities:
  Ability to explain technical issues to technical and non‑technical employees and customers. Proficient with or the ability to quickly learn an array of computer hardware and software. Ability to work independently, collaboratively, and in teams.
• Knowledge:
  Strong analytical and problem‑solving skills. Proficient with Microsoft Office Suite or related software. Maintain knowledge of technological innovations and trends.
• Skills:
  
  Robust phone contact handling and active listening skills. Customer orientation and ability to adapt/respond to different characters. Ability to multi‑task, prioritize, and manage time effectively over an extended period.

Integrity, Excellence, Accountability, and Respect are the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found online at https://(Use the "Apply for this Job" box below). Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found online at https://.

The Georgia Institute of Technology (Georgia Tech) is an Equal Employment Opportunity Employer. The Institute is committed to maintaining a fair and respectful environment for all. To that end, and in accordance with federal and state law,…