Help Desk Technician

Job Details

Job Location:

Las Vegas, NM 87701

Position Type:
Full Time
-Reg

Education Level: 2 Year Degree

Salary Range: $39,411.00 Salary

Job Category:
Staff

This position ensures proper computer, telephone,printer, and classroom technology operation so that end users canaccomplish business tasks. This includes receiving, prioritizing,documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help requesttracking tools, as well as require that the individual givein-person, hands-on help at the desktop level. The Help Desk Technician is expected to provide excellent customer service to thecampus community and guest.

• Fields incoming help requests from end users in person, or via telephone or e-mail, in a prompt, courteous, and professional manner.
• Performs general problem solving and assistance on a variety of software applications and hardware systems supported by ITS.Prioritize and escalade problems to the appropriate area within theITS department, when level one support cannot solve the problem.
  
  Test fixes to ensure problem has been adequately resolved, and perform post-resolution follow-ups to help requests.
• Prioritizes problems and projects. Research solutions to problems.
• Escalate problems, when required, to the appropriatelyexperienced individual, group, or department.
• Documents user requests and problems, including all pertinentend user identification information, including name, department,contact information, and nature of the request or problem.
• Handles confidential information with discretion.
• Manages computer accounts by assisting users with passwordchange/reset, and extending expired accounts as appropriate.
• Collaborates with team members to make recommendations for improved internal processes, and improved customer service experience.
• Receives cross-training in other areas of the department, and provide support in covering those areas if there if there is ashortage of staff, or overflow in workload.
• Maintains technically current and relevant through self-directed professional reading, developing and maintaining professional contacts, professional development, and training.
• Develops training material and help guides for users and support staff.
• Assists with training of new hires within the department.
• Maintains regular attendance.
• Performs other job-related duties as assigned.

• EDUCATION :
  Associate’s degree in any field.
• EXPERIENCE: 1 year of demonstrated experience providingtechnology support.
• PREFERENCE: Bachelor’s degree in any field.

• Specialty licensure/certification may be required, as specified by the department. Successful candidate may be subject to acriminal background check.

• Excellent communication skills.
• Excellent customer service skills.
• Functional and technical knowledge of Windows and Mac OS.
• Functional and technical knowledge of Office 365, Brightspace,and ZOOM.

• Moderate physical effort.
• May require occasional lifting, handling, pushing, or moving objects up to 50 pounds.

• Work is performed in an office/classroom setting.