Help Desk Technician (52630)

New Mexico Highlands University; Las Vegas (NM); On-site; USD 35,000 - 43,000; Full time

Job summary

New Mexico Highlands University in Las Vegas, NM seeks a Help Desk Technician to ensure reliable computer, telephone, printer, and classroom technology operation. You will receive, prioritize, document, and resolve end-user requests, offering in-person, hands-on support at the desktop level and delivering excellent campus-wide service.

Responsibilities include triaging requests via phone/email, escalating when needed, maintaining user accounts, and contributing to knowledge base and training

Qualifications

• Education: Associate’s degree (minimum)
• Experience: 1 year of demonstrated technology support
• Preference: Bachelor’s degree in any field

Responsibilities

• Fields incoming help requests in person, by phone, or by e-mail.
• Performs basic problem solving on software and hardware; escalates when needed.
• Prioritizes problems and projects; researches solutions.
• Escalates to senior staff when required.
• Documents user requests and issues with proper contact information.
• Maintains training materials and assists with new-hire onboarding.

Skills

Excellent communication

Excellent customer service

Education

Associate’s degree

Bachelor’s degree

Tools

Windows OS

Mac OS

Office 365

Brightspace

ZOOM

Job description

Job Details

Job Location: Las Vegas, NM 87701

Position Type: Full Time -Reg

Education Level: 2 Year Degree

Salary Range: $39,411.00 Salary

Job Category: Staff

Description

This position ensures proper computer, telephone,printer, and classroom technology operation so that end users canaccomplish business tasks. This includes receiving, prioritizing,documenting, and actively resolving end user help requests. Problemresolution may involve the use of diagnostic and help requesttracking tools, as well as require that the individual givein-person, hands-on help at the desktop level. The Help DeskTechnician is expected to provide excellent customer service to thecampus community and guest.

DUTIES AND RESPONSIBILITIES

• Fields incoming help requests from end users in person, or viatelephone or e-mail, in a prompt, courteous, and professionalmanner.
• Performs general problem solving and assistance on a variety ofsoftware applications and hardware systems supported by ITS.Prioritize and escalade problems to the appropriate area within theITS department, when level one support cannot solve the problem.Test fixes to ensure problem has been adequately resolved, andperform post-resolution follow-ups to help requests.
• Prioritizes problems and projects. Research solutions toproblems.
• Escalate problems, when required, to the appropriatelyexperienced individual, group, or department.
• Documents user requests and problems, including all pertinentend 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 passwordchange/reset, and extending expired accounts as appropriate.
• Collaborates with team members to make recommendations forimproved internal processes, and improved customer serviceexperience.
• Receives cross-training in other areas of the department, andprovide support in covering those areas if there if there is ashortage of staff, or overflow in workload.
• Maintains technically current and relevant throughself-directed professional reading, developing and maintainingprofessional contacts, professional development, and training.
• Develops training material and help guides for users andsupport 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 providingtechnology support.
• PREFERENCE: Bachelor’s degree in any field.

EMPLOYMENT REQUIREMENTS

• Specialty licensure/certification may be required, as specifiedby the department. Successful candidate may be subject to acriminal 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 movingobjects up to 50 pounds.

WORK ENVIRONMENT

• Work is performed in an office/classroom setting.