Help Desk Technician

Regent University; Virginia Beach (VA); On-site; USD 40,000 - 55,000; Full time

Job summary

A private university in Virginia Beach is seeking a Help Desk Technician to provide IT support and respond to user inquiries. The ideal candidate will have a college-level education and experience in customer service. Responsibilities include logging support calls and maintaining Help Desk documentation. A commitment to the university's core values is essential. Competitive compensation and benefits are offered.

Benefits

Health insurance

Tuition incentives

Retirement plans

Qualifications

• Previous customer service experience required.
• Computer operations or support experience required.
• Experience with Apple Mac computers and Microsoft Active Directory networks is highly desired.

Responsibilities

• Act as the initial point of contact for IT support.
• Log calls into the IT ticketing system.
• Maintain documentation of Help Desk processes.

Skills

Customer service skills

Technical problem-solving

Communication skills

Education

College level training or bachelor’s degree

Tools

Microsoft Office

Windows operating systems

Job description

Join to apply for the Help Desk Technician role at Regent University

Benefits Regent offers a wide range of generous benefits including health, life and disability insurance; flexible spending accounts; tuition incentives; fully vested retirement plans; life and disability insurance options, time off, and more. All regular faculty and staff serving at Regent and working a minimum of 30 hours per week will receive an attractive benefits package.

Work Location: Virginia Beach, VA

Essential Duties

• Act as the initial point of contact for Regent University computer users. Respond to support calls and e-mails/tickets regarding software, hardware, networking issues, etc. Escalate support incidents to the appropriate IT staff group when necessary.
• Answer phone calls and e-mails in a prompt, courteous manner. Log calls into the IT ticketing system.
• Work with other groups in the IT Department to resolve issues effectively.
• Stay current with supported software and hardware.
• Promote efficiency and effectiveness improvements for the Help Desk.
• Maintain documentation of all Help Desk processes and procedures.
• Participate in staff training and department meetings.

Qualifications

• College level training and/or bachelor’s degree required
• Previous customer service experience required (phone skills, data entry, and ability to discuss and probe technical issues while handling multiple calls)
• Computer operations or support experience required
• Experience with Windows operating systems and a variety of major PC applications (including Microsoft Office) and the Internet required
• Experience with Apple Mac computers, multimedia systems, Microsoft Exchange, Microsoft Active Directory networks highly desired
• Experience with systems in a college or university environment desired

Candidates Must Have

• Demonstrated Christian lifestyle and choices
• Ability and willingness to communicate well and to work cooperatively with others at all levels of the organization
• Ability to deal discreetly with confidential matters
• Ability to assess needs and present solutions clearly and concisely
• Ability to handle routines and records with accuracy and orderliness
• Commitment to Regent’s core values of Excellence, Innovation, and Integrity

Regent University does not discriminate in employment in its programs or activities on the basis of race, color, national or ethnic origin, sex, disability, age or veteran status. For full Non-Discrimination Policy click here.

Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Information Technology
• Industries: Higher Education

Note: This posting may include other related responsibilities as assigned and relevant to the role.