Help Desk Technician

The Chronicle Of Higher Education, Inc.; Athens (AL); On-site; USD 42,000 - 58,000; Full time

Job summary

Athens State University is seeking a Help Desk Technician to provide Tier 1 support for university systems, including the learning management system, instructional technologies, and desktop computing for students, faculty, and staff. This on-site role requires strong customer service and problem-solving skills.

You will handle ticket intake, supervise resolutions, develop self-service materials, assist in orientation content, and contribute to continuous improvements while maintaining security

Qualifications

• High School Diploma or GED required; associate or higher preferred.
• Proficient in hardware and software troubleshooting.
• Proficient with Microsoft 365 and common web-based tools.
• Strong communication, organization, and customer service skills.

Responsibilities

• Provide Tier 1 technical support via phone, email, online, and in-person.
• Manage help desk ticket intake and assign appropriate tier-level support.
• Troubleshoot hardware, software, email, and learning management system issues.
• Escalate complex issues to systems and network staff with documented analysis.
• Create self-service materials and update orientation resources.
• Support faculty, staff, and students and contribute to process improvements.

Skills

Hardware & software troubleshooting

Critical thinking

Communication skills

Organization & multitasking

Customer service

Flexible schedule

Technical support

Education

High School Diploma or GED

Associate's or Bachelor's Degree in technology-related field

Tools

Microsoft 365

Job description

Help Desk Technician

Closing Date:

Job Duties:

The primary function of the Helpdesk Technician isto provide Tier 1 technical support for university systems,including the learning management system, instructionaltechnologies, and desktop computing, for students, faculty, andstaff.

• Provide technical assistance to end-users by phone, email,online, and in-person.
• Manage help desk ticket intake, capturing complete contactinformation and issue description, and assigning appropriatetier-level support per established protocols
• Provide Tier 1 support, including intake resolution andin-depth troubleshooting of hardware, software, email, and learningmanagement system issues, escalating network and Banner-relatedissues to the appropriate team.
• Recommend and refine Tier 1 troubleshooting procedures based onrecurring ticket patterns
• Escalate unresolved issues to systems and network staff, withdocumented analysis of the problem and attempted resolutions
• Create self-service materials to empower end-users to resolvecommon issues independently
• Assist in the developing and updating of faculty, staff, andstudent orientation materials
• Continuously build product knowledge and Tier 1 troubleshootingskills through hands-on work with university systems and requiredtraining
• Provide backup support for desktop system deployment andmanagement as needed
• Deliver consistent, high-quality customer service by followingestablished protocols and timelines, and by fostering acooperative, collaborative atmosphere with the Universitycommunity
• Proactively identify and implement opportunities for processimprovement, efficiency, and end-user empowerment in support of theUniversity mission
• Demonstrate flexibility and sound judgment — adapting tochanging work scope, solving problems independently andcollaboratively, and self-monitoring performance for continuousimprovement
• Follow established ITY service management practices forincident management, request fulfillment, documentation,escalation, and customer communication.
• Assist users with account management, password resets,multifactor authentication enrollment, and access-related issues inaccordance with university security policies.
• Support university cybersecurity initiatives by promotingsecure computing practices, identifying suspicious activity, andadhering to institutional security standards and procedures.
• Perform other duties as assigned

Required Qualifications:

• High School Diploma or GED
• Strong computer hardware and software skills (troubleshootinghardware/software issues) including: Microsoft Office Suite, webbrowsers, online information systems, and electronic mail
• Proficiency using Microsoft 365
• Strong critical thinking and problem solving skills
• Excellent verbal and nonverbal communication skills
• Strong organization and multi-tasking skills
• Ability to provide great customer service and technical supportto a diverse audience
• Must be able to accommodate a flexible work schedule includingearly evenings and Sunday afternoons.

OTHER QUALIFICATIONS AND JOBREQUIREMENTS: PREFERRED:

• Associate's or Bachelor's Degree in technology-relatedfield
• Work experience in a higher education setting supportinginstructional technologies such as learning management systems,online courses, lecture capture, online storage, and portals.
• Experience using a work order ticketing system
• Experience with developing instructional training materials onvarious topics

WORKING CONDITIONS:

• Must be able to remain in a stationary position for 65% of thetime
• Occasionally performs duties that require spending time in lowposture positions such as crawling, crouching, kneeling, andstooping
• Must be able to adjust or move objects up to 25 pounds in alldirections
• Requires frequent communication
• Frequently performs tasks that uses repeating motions of thewrists, hands, and/or fingers
• Requires clarity of vision for frequent use of computers andother technological devices
• After-hours and weekends may be required as needed

Salary Schedule:

Salary Band: N270

To view salary schedules, visit: https://www.athens.edu/about/offices/human-

Salary will be commensurate with experience andqualifications

Special Instructions to Applicants

Unofficial transcripts should be from the college or university which verifies qualifications for the position.

Note: Credential evaluations are needed for all transcripts obtained outside the U.S. before uploading and submitting an application. (Credential evaluators should provide course-by-course evaluations and transcribed in English.)

Upon an offer of employment, official transcripts from all colleges and universities attended must be submitted. Continued employment is contingent upon receipt of transcripts from all colleges and universities attended.

About Athens State University

Located in historic Athens, Alabama, Athens State University offersjunior and senior-level coursework to community college graduatesand transfer students holding sufficient credits from otherinstitutions. Presently, over 3,100 students have selected AthensState because of its neighborly environment where 50 majors anddegree programs are offered, with courses taught by a supportiveand exceptional faculty. Approximately 80% of the students areenrolled in at least one online course. The typical student is aworking adult who commutes. Recently, the University was featuredin the 2015 Best Value Online College Rankings by OnlineU.org forfour online programs including computer science, accounting,education and human resources. The University offers undergraduatedegree programs in Liberal Arts, Teacher Preparation, and Business.The University employs more than 350 full and part-time employeeswith approximately 90 full-time faculty members in three colleges:College of Arts and Sciences, College of Business, and College ofEducation. Seventy-five percent of the full-time faculty membershold a terminal degree. The University is accredited by theSouthern Association of Colleges and Schools Commission onColleges.

Athens, Alabama is located in north Alabama equidistant betweenNashville, TN and Birmingham, AL. Athens is home to several eventsand festivals that have been featured as the Southeast TourismSociety's "Top 20 Events in the Southeast" including the AthensStorytelling Festival and the Tennessee Valley Old Time FiddlersConvention.

In accordance with Athens State University Policy and guidelines,the applicant chosen for employment will be required to sign aconsent form for a criminal background check. Employment will be contingent upon the receipt of a clearance notification from thatcriminal background check.

Non-Discrimination Policy Statement Athens State University, as an equal opportunity/affirmative action institution, complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. Athens State University does not discriminate on the basis of race, color, national origin, age, marital status, gender, gender identity, gender expression, pregnancy, sexual orientation, disability, religion, genetic information, or veteran status in employment, or admissions to or participation in educational programs and activities. Inquiries or concerns may be addressed to the Office of the Vice President of Enrollment and Student Support Services, 300 N. Beaty St., Athens, AL 35611, 256-233-8175.