Help Desk Technician

New-Mexico-Highlands-University; Las Vegas Town (NM); On-site; USD 40,000 - 56,000; Full time

Job summary

New-Mexico Highlands-University is seeking a Help Desk Technician to ensure proper computer, telephone, printer, and classroom technology operation for end users. You will handle in-person, phone, and email requests with a focus on timely, courteous support.

Responsibilities include troubleshooting software and hardware, escalating complex issues, documenting problems, managing user accounts, and contributing to process improvements.

Qualifications

• Associate’s degree in any field.
• 1 year of demonstrated experience providing technology support.
• Preferred: Bachelor’s degree in any field.
• Knowledge of Windows and Mac OS, Office 365, Brightspace, and Zoom.
• Strong communication and customer service skills.

Responsibilities

• Fields incoming end-user requests in person, by phone, or by email.
• Troubleshoots software and hardware; Test fixes and follow up.
• Prioritizes and escalates problems as needed within ITS.
• Documents user requests with full details.
• Manages user accounts and password resets.
• Collaborates to improve internal processes and customer service.
• Cross-trains in other ITS areas and covers workload during shortages.
• Develops training materials and helps train new hires.
• Maintains regular attendance and performs other duties as assigned.

Skills

Communication skills

Customer service

Windows & Mac OS

Office 365

Brightspace

Zoom

Education

Associate’s degree in any field

Bachelor’s degree preferred

Job description

SUMMARY: This position ensures proper computer, telephone, printer, and classroom technology operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. The Help Desk Technician is expected to provide excellent customer service to the campus community and guest.DUTIES AND RESPONSIBILITIES: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 escalate problems to the appropriate area within the ITS 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 appropriately experienced individual, group, or department.Documents user requests and problems, including all pertinent end 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 password change/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 a shortage 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.MINIMUM REQUIREMENTS:EDUCATION: Associate’s degree in any field.EXPERIENCE: 1 year of demonstrated experience providing technology support.PREFERENCE:Bachelor’s degree in any field.EMPLOYMENT REQUIREMENTS:Specialty licensure/certification may be required, as specified by the department. Successful candidate may be subject to a criminal background check.KNOWLEDGE, SKILLS, & ABILITIES: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.PHYSICAL DEMANDS:Moderate physical effort.May require occasional lifting, handling, pushing, or moving objects up to 50 pounds.WORK ENVIRONMENT:Work is performed in an office/classroom setting.