Job Details
Job Location
Misenheimer Campus - Misenheimer, NC
Position Type
Full-Time Staff
Education Level
Associate's degree
Travel Percentage
Travel required
Description
The purpose of a help desk technician is to provide technical support and
assistance to users of information technology products, applications, and
services. Help desk technicians are responsible for responding to inquiries
and resolving issues related to hardware, software, network connectivity, and
other technical problems that users encounter. They are expected to provide
excellent customer service, communicate clearly and effectively, document
issues and resolutions, and escalate complex problems to higher-level support
teams when necessary. The ultimate goal of a help desk technician is to ensure
that users are able to use technology to meet their university needs
effectively.
Responsibilities
Responding to support requests: The help desk technician is responsible for responding to support requests from users in a timely and efficient manner, typically through email, phone, or ticketing systems.
Troubleshooting technical issues: Help desk technicians use their technical expertise to identify and troubleshoot technical issues that users encounter with hardware, software, and network connectivity.
Providing technical support: Once the issue has been identified, the help desk technician provides technical support to users, either by walking them through the solution or remotely accessing their system to make the necessary changes.
Documenting support requests and resolutions: Help desk technicians are responsible for documenting all support requests and resolutions in a clear and concise manner, which allows for easy tracking and reporting.
Escalating complex issues: When an issue is beyond the scope of the help desk technician's expertise, they escalate the issue to higher-level support teams.
Maintaining technical knowledge: Help desk technicians are expected to stay up-to-date with the latest technologies and industry trends, which allows them to provide effective and efficient support to users.
Providing excellent customer service: Help desk technicians are the face
of IT support, and as such, are expected to provide excellent customer
service to all users, regardless of their technical expertise or
experience.
Work Conditions
Call center setting: Interact with users on the phone, via email, and in
person.
Fast-paced work: The help desk environment can be fast-paced, with
technicians needed to respond quickly to requests and resolve issues
promptly.
Team collaboration: Help desk technicians often work as part of a team and
must collaborate effectively with other technicians and IT staff to
resolve complex issues.
Sitting for extended periods of time: Help desk technicians may spend long
hours sitting at a desk while providing technical support to users.
Dexterity of hands and fingers: Help desk technicians must have excellent
dexterity of hands and fingers to operate a computer keyboard, mouse,
power tools, and to handle other computer components.
Lifting and transporting moderately heavy objects: Help desk technicians
may need to lift and transport moderately heavy objects, such as computers
and peripherals, as they install, configure, or repair hardware
components.
Installing audiovisual and networking equipment may require climbing on
ladders and accessing attic spaces, which can be physically demanding.
Qualifications
Education: An associate's degree or equivalent is required. Bachelor's degree in a related field, such as computer science, information technology, or management information systems, is preferred.
Technical knowledge: A strong understanding of computer hardware, software, and networking is necessary to diagnose and resolve technical issues effectively.
Technical knowledge: An understanding of audiovisual equipment, including projectors, video conferencing systems, and sound systems, is necessary to set up, troubleshoot and maintain AV equipment effectively.
Communication skills: Excellent verbal and written communication skills are essential for communicating technical information to users with varying levels of technical expertise.
Customer service skills: Providing exceptional customer service is crucial for establishing positive user relationships and resolving technical issues.
Analytical and problem-solving skills: Help desk technicians must have strong problem-solving skills to effectively diagnose and resolve technical issues, often under tight deadlines.
Organizational skills: The ability to manage multiple tasks simultaneously, prioritize work, and follow up with users to ensure issues are resolved promptly and efficiently.
