Help Desk Specialist

Weston&Sampson, Inc.; Kalamazoo (MI); On-site; USD 45,000 - 65,000; Full time

Job summary

Western Michigan University in Kalamazoo seeks an IT support specialist to provide technical assistance to the university community, maintain information technology standards and ensure security of university systems.

The role handles end-user issues, supports the e-learning platform, and creates training materials. You will participate in IT projects and communicate updates to the campus through email, text, and blogs.

Qualifications

• Some college coursework from an accredited institution.
• One year’s relevant experience.
• Strong interpersonal, written and verbal communication skills.

Responsibilities

• Provides technical support to the University community and ensures the majority of issues are resolved and more complex issues are directed elsewhere.
• Develops, tests and maintains a complex set of troubleshooting techniques to assist with numerous technology related issues.
• Analyzes, documents and ensures all security risks are handled properly within the University security policies and procedures.
• Provides support to students within the e-learning system. Ensures students can navigate, submit, view and complete all course content, including videos, assignments and presentations.
• Instructs end-users on department and University policies governing computer usage and data security. Suggests policy modifications based on feedback from students, faculty and staff.
• Responsible for communication to the campus community via email, text and blog regarding updates, upgrades and both scheduled and unscheduled outages.
• Develops, implements and creates training documentation governing help desk activities, policies and procedures.
• Participates in information technology projects and committees.
• Responsible for reporting telecommunication issues. Serves as first line for all user-related phone calls.

Skills

Interpersonal communication

Written communication

Verbal communication

Customer service

Education

Some college coursework

Job description

Please see Special Instructions for more details.

College

Executive Area

Executive Area Provost & VP Academic Affairs

Department

Department Office of Information Technlgy

Posting Number

Posting Number S1734P

Job Type

Job Type Full Time, Regular

Pay Type

Pay Type Nonexempt/Hourly

Pay Grade

Pay Grade E

Campus Location

Campus Location WMU-Kalamazoo - Main Campus

Salary Range

Salary Range Pay is commensurate with qualifications and experience, combined with an excellent benefits package.

Number of Vacancies

Number of Vacancies 1

General Summary

Provides technical support to end users, while maintaining information technology standards and procedures and ensuring security of University systems.

Major Duties

• Provides technical support to the University community and ensures the majority of issues are resolved and more complex issues are directed elsewhere.
• Develops, tests and maintains a complex set of troubleshooting techniques to assist with numerous technology related issues.
• Analyzes, documents and ensures all security risks are handled properly within the University security policies and procedures.
• Provides support to students within the e-learning system. Ensures students can navigate, submit, view and complete all course content, including videos, assignments and presentations.
• Instructs end-users on department and University policies governing computer usage and data security. Suggests policy modifications based on feedback from students, faculty and staff.
• Responsible for communication to the campus community via email, text and blog regarding updates, upgrades and both scheduled and unscheduled outages.
• Develops, implements and creates training documentation governing help desk activities, policies and procedures.
• Participates in information technology projects and committees.
• Responsible for reporting telecommunication issues. Serves as first line for all user-related phone calls.

Minimum Qualifications

• Some college coursework from an accredited institution.
• One year’s relevant experience.
• Strong interpersonal, written and verbal communication skills.

Desired Qualifications

• Relevant industry certification.

Special Instructions to Applicants

• Western Michigan University offers generous benefits to its employees including health, dental, vision, life and disability insurance, retirement, and tuition discount for the employee and tuition remission for eligible dependents. To access information about the specific benefits available for this position, go to: https://www.wmich.edu/hr/enrollment-staff.

Physical requirements and working conditions

• Office or other indoor work with minimal physical demands such as occasionally lifting or moving materials less than 25 pounds.
• Work is generally performed in a well-lit, temperature-controlled indoor environment with occasional exposure to the outdoors or any number of elements.

Supplemental Questions

Required fields are indicated with an asterisk (*).

• * Do you have some college coursework from an accredited institution?
  • Yes
  • No
• * Do you have one year of relevant experience?
  • Yes
  • No
• * Do you have strong interpersonal, written, and verbal communication skills?
  • Yes
  • No
• * Do you have relevant industry certification?
  • Yes
  • No

Documents Needed To Apply

• Required Documents
  • Cover Letter
  • Resume
  • List of References
• Optional Documents
  • Other

WMU is an Equal Opportunity/Affirmative Action Employer. Protected veterans, individuals with disabilities and all other qualified individuals are encouraged to apply.