IT Help Desk Agent

IT Help Desk Agent

The IT Help Desk Agent’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests through various channels including phone, email, and chat. Problem resolution may involve the use of diagnostics and help request tracking tools. This position requires a high-level of customer service skills including accuracy, speed, and empathy to deliver exceptional customer service to faculty, staff, and students.

• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Use remote desktop session software to resolve issues.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands‑on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Test fixes to ensure problem has been adequately resolved.
• Perform post‑resolution follow‑ups to help requests.
• Develop help sheets and frequently asked questions lists for end users.
• Perform other job‑related duties as assigned.

Full‑time: 1.0 FTE. Salary Range: $50,035.36 - $63,795.08.

Hours:

8:00 AM - 5:00 PM, Monday‑Friday.

Preferred: Bachelor’s Degree (B.A. or B.S.) in Information Technology, Business or closely related discipline from an accredited four‑year college or university.

Required: Experience working with CCAAS contact center platform like Ring Central, Five 9, NICE, etc.

Work Experience

Required:

2 to 3 years of related IT Help Desk experience. Knowledge of IT systems and troubleshooting procedures focusing on problem resolution.

• Outstanding written/oral communication and analytical skills, excellent presentation skills, and the ability to communicate on both a technical and business level.
• Previous experience in a help desk contact center.
• Driven by the desire to offer quality services to the faculty, staff, and students in a timely and efficient manner.
• Hands on experience with remote desktop software.
• Solid technical background with the ability to give instructions to a non‑technical audience.
• Customer service oriented with a problem‑solving attitude.
• Excellent written and verbal communication skills.
• Excellent administrative, organizational, and time management skills while operating in a fast‑paced environment.
• Strong work ethic and willingness to work extremely hard on tasks and assignments.
• Self‑motivated, positive attitude, mature professional personality and demeanor.
• Ability to analyze and research for solutions; troubleshoot; maintain the security or integrity of critical infrastructure.

• Regularly sit, walk, talk, hear, and use hands to move items and operate computer.
• Frequently stand, reach, climb, stoop, kneel, crouch, and lift up to 50 pounds.
• Vision requirements include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Work performed in a routine office environment with no hazardous or unpleasant conditions.

It is the policy of Texas Southern University to provide a work environment that is free from discrimination for all persons regardless of race, color, religion, sex, age, national origin, individuals with disability, sexual orientation, or protected veteran status in its programs, activities, admissions or employment policies. The policy of equal opportunity is strictly observed in all University employment‑related activities such as advertising, recruiting, interviewing, testing, employment training, compensation, promotion, termination, and employment benefits.

Harassment and discrimination in employment based on race, color, religion, gender, gender identity, genetic history, national origin, individuals with disability, age, citizenship status, or protected veteran status are prohibited in accordance with all applicable federal, state and local laws, including, but not limited to, Title VII of the Civil Rights Act.