OPS Non-Student Help Desk Support Associate

Florida Gulf Coast University; United States; On-site; USD 20,664 - 27,552; Part time

Job summary

Florida Gulf Coast University is looking for an OPS Non-Student Help Desk Support Associate to provide essential support to the University community. This role includes basic office duties, troubleshooting, and responding to customer inquiries related to technology and services.

The ideal candidate will possess a high school diploma, excellent customer service skills, and a commitment to a positive learning environment. Working hours are flexible, with the help desk operating evenings and Saturdays.

Qualifications

• Experience providing excellent customer service in person and over the phone.
• Open availability Mon-Fri 7:00 a.m. – 10:00 p.m. and Saturday 8:00 a.m. – 5:00 p.m.
• Previous experience in a help desk role in a higher education environment is preferred.

Responsibilities

• Provide phone and walk-up counter support to the FGCU community.
• Answer questions about hardware/software configurations.
• Record work in the Help Desk ticketing system.

Skills

Customer service skills

Basic computer use knowledge

Problem-solving skills

Education

High school diploma or equivalent

Job description

Job Summary

The OPS Non-Student Help Desk Support Associate will perform basic office duties, provide customer service, and support for the University. The University Help Desk is a part of information Technology Services. Information Technology Services provides leadership and instills confidence through exceptional technology and assistance to our customers. Information Technology Services consists of multiple teams who support all faculty, staff, and students as related to desktop computing, applications, telecommunications, network, classroom technology, and other technical needs.

Job Description

• Provide phone and walk-up counter support to the FGCU community.
• Answer questions about hardware/software configurations.
• Assist with remote troubleshooting.
• Help with testing of new services.
• Record work in the Help Desk ticketing system.
• Perform other job-related duties as assigned.

Minimum Requirements

• High school diploma or equivalent.
• Experience providing excellent customer service in person and over the phone.
• Basic knowledge and understanding of computer use.
• Open availability Mon-Fri 7:00 a.m. – 10:00 p.m. and Saturday 8:00 a.m. – 5:00 p.m.

Preferred Qualifications

• Previous experience in a help desk role in a higher education environment.
• Coursework or training in IT disciplines covering computer applications, hardware, networking, systems, or similar areas.

Knowledge, Skills, & Abilities

• Promote a common purpose consistent with stated University goals and demonstrate a commitment to students and the learning environment.
• Possess the knowledge of general written standards and procedures utilized, and have the ability to read, interpret, and follow procedural and policy manuals related to the job tasks.
• Demonstrate the ability to respond to supervision, guidance, and direction in a positive, receptive manner and in accordance with stated policies.
• Provide quality customer service by creating a welcoming and supportive environment.
• Present a professional image in word, action, and attire.
• Apply effective techniques to create working relationships with others to achieve common goals; successfully communicate and collaborate with others to achieve goals.
• Demonstrate skills necessary to look at situations and processes critically to make recommendations for improvement.

Equal Opportunity Statement

FGCU is a State University System of Florida member and an Equal Opportunity and Equal Access employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, or protected veteran status.