University IT Support Specialist: Help Desk & On-Call

University of Richmond; Richmond (VA); On-site; USD 63,527,000 - 84,185,000; Full time

Job summary

University of Richmond is seeking a Help Desk Technician to assist faculty, staff, and students with desktop issues. You will support walk-up and call center operations, manage tickets, and coordinate with Information Services.

The role involves on-call weekend duties, DMC tasks, and desktop/project work. Strong communication and problem-solving skills are required, with an emphasis on customer service and training student staff.

Qualifications

• H.S. Diploma or GED required.
• Associate's degree, some college and/or professional technology training preferred.
• Less than 2 years Phone Center and Customer Service Center related experience required.
• Less than 2 years' experience with JAMF JSS management tool, Droid, iOS and Windows phone OS support, Google Docs, Box, and cloud based services; Windows and Mac platforms, hardware repairs; Windows and Mac operating system experience required.
• Less than 2 years Microsoft Software Suite experience preferred.
• Less than 2 years technical support role with computer help desk preferred.
• Less than 2 years scheduling, managing budgets, supervisory experience preferred.

Responsibilities

• Create Help Desk Call Tickets for walk-in traffic, Help Desk emails and voice mails. Ensure service requests are routed to the proper HD technicians, or other areas of Information Services.
• Respond to Heat tickets, as assigned.
• Support Primary On Call as per schedule. Support Weekend Pager Duty as per schedule.
• Support DMC (Deploy, Move, Change) Duty as per schedule.
• Handle Help Desk Loaner Laptop Reservations.
• Desktop related project work as assigned.
• Workflow management; Committee assignments as assigned.
• Other related tasks, as assigned.
• Oversight of responsibilities associated with the management of the Help Desk walk up area Analyze computer problems; gather customer specific needs and process both for quick resolution. Manage Student Staff, calendar, payroll, reviews and budget.
• Configuration of University owned mobile devices on JSS system. Assist walk in users with questions related to the use of mobile devices.
• Oversee the HD Call Center. Answer phones, handle computer related problems, gather customer specific needs and process information for quick resolution.
• Provide guidance and technical support to Help Desk contract workers, as needed. Provide guidance and support to the Help Desk Technical Support Analyst staff.
• Work on edits for is.richmond.edu web site, and the service portal.

Skills

Customer interaction

Problem analysis

Communication

Organizational skills

A+ certification preferred

Education

HS Diploma or GED

Associate's degree or equivalent

Job description

University of Richmond is seeking a Help Desk Technician to assist faculty, staff, and students with desktop issues. You will support walk-up and call center operations, manage tickets, and coordinate with Information Services.

The role involves on-call weekend duties, DMC tasks, and desktop/project work. Strong communication and problem-solving skills are required, with an emphasis on customer service and training student staff.