Help Desk Assistant

University of Portland•Portland, OR

62d•$16

About The Position

The Help Desk Assistant is part of the University of Portland Help Desk Technical Support Team and provides customer service as it pertains to Tier 1 technical support issues. The Help Desk is the first point of contact for members of the UP community seeking technical assistance. These inquiries are received via telephone, the ticketing system, and in person visits to the Help Desk office. The Help Desk Assistant interacts with faculty, staff, and students as they contact the Help Desk and assists customers in getting the technical support they need. This includes support on university phone systems, email, network password resets, scheduling technician appointments, and escalating issues as appropriate. The Help Desk Assistant works cooperatively with the other members of the Help Desk team, the Information Services department, and the campus community to ensure the highest quality of service and the quick resolution of critical technical support issues. We are seeking students with customer service skills, some technical knowledge, and those who like the challenge of working with customers in a fast-paced environment. The Help Desk Assistant reports to the Lead Help Desk Specialist. Please note: Hiring for immediate start and Spring start dates.

Requirements

Ability to maintain confidentiality at all times
Respectful, positive, and professional attitude
Ability to work as part of a team
Patience for learning new protocols and assisting a wide variety of customers
Ability to use a wide variety of technology including but not limited to: Apple OS, Microsoft Windows, Linux, Chromebook, iOS, Android, Microsoft Office, Adobe Products, and many others
Ability to work in a sometimes hectic, fast-paced environment
Ability to work with customers who are sometimes angry or frustrated

Nice To Haves

Previous customer service experience is preferred
Computer Science Majors preferred
Students with Federal Work Study in their Financial Aid Package preferred

Responsibilities

Interact with faculty, staff, and students in a professional manner as they contact the University of Portland Help Desk for assistance via phone, email, and in person.
Consult with customers to ensure proper response to issues and confirm resolution
Provide responsive, transparent support to ensure excellent customer service
Recommend solutions to specific problems
Maintain a team-orientated customer service atmosphere at the Help Desk
Perform other relevant duties as assigned

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