IT Help Desk - Western Seminary

IT Help Desk - Western Seminary

Hours: 20 hours per week (.50 FTE); M-F, with occasional weekends

Accountability: Reports to Chief Information Officer

Position Summary:

Under general supervision, provide technical software, hardware and network problem resolution to all Seminary’s computer users by performing question/problem diagnosis and guiding users through step-by-step solutions; clearly communicate technical solutions in a user-friendly, professional manner; provide one-on-one end-user training as needed; assist Network Administrator; troubleshoot network printer problems; pass more complex end-user problems on to Network Administrator; maintain hardware and software inventory system;

install new workstations; and perform related work as required.

• Respond to requests for technical assistance in person, via phone, electronically
• Diagnose and resolve technical hardware and software issues
• Support of classroom AV equipment and related software
• Research questions using available information resources
• Advise user on appropriate action
• Follow standard help desk procedures utilizing Fresh Desk ticketing system
• Identify and escalate issues requiring additional technical resources
• Help with the administration of Helpdesk
• Prepare help desk activity reports
• Develop user documentation as required
• Install/upgrade workstation hardware and software
• Assist in preparation of installation procedures
• Stay current with system information, changes and updates
• Assist System Administrator when needed
• Help software dev team as needed
• Participate in weekly IT meetings
• Other duties as assigned

• Evangelical Christian commitment and lifestyle consistent with the World Evangelical Alliance Statement of Faith and the Seminary’s governing virtues.
• Working knowledge of basic computer software, hardware and networking equipment
• Working knowledge of basic AV equipment:
  Web Cameras, Audio devices
• Experience with applications such as:
  Zoom, Office
  365, Server 2019, MDT, VMWare
• Demonstrated clear written and verbal communication skills
• Demonstrated ability at basic problem analysis and problem solving skills
• Excellent attention to detail
• Must be customer service oriented
• One year of related experience and training
• Ability to lift 20 pounds regularly and occasionally up to 50 pounds