Help Desk Technician I

The University of Southern Mississippi•Hattiesburg, MS

1d•$14 - $19•Onsite

About The Position

The University of Southern Mississippi is currently accepting applications for the position of Help Desk Technician I. This role provides technical support for customers through the Help Desk, cross trains with Desktop Technicians, and works on a variety of projects within iTech and with customers across the university.

Requirements

Associate’s degree from an accredited college or university in a computer-related field and a minimum of two years’ experience in a desktop support position or a high school diploma/GED and a minimum of four years’ experience in a desktop support position.
Directly related experience may be substituted for the education requirement on a year-for-year basis.
Telephone customer relations skills and experience.
Excellent communication skills, both written and verbal.
Ability to maintain high customer satisfaction.
Ability to perform effectively in stressful situations.
Proven ability to multi-task.
Proficient in technology-related diagnostics & analysis.
Proficient with Microsoft Office Suite products.
Strong work ethic and be a self-starter able to effectively manage multiple priorities and adapt to change within a fast-paced environment.
Applicants must be currently authorized to work in the United States on a full-time basis without the need for visa sponsorship.

Nice To Haves

A+ Certification

Responsibilities

Demonstrating excellent listening and communication skills, responds to user questions and inquiries via telephone, email, web, remote, and other communication methods in order to provide diagnostic customer support for desktop and personal computer related problems.
Determines source of problem and resolves problem or coordinates the resolution with available support staff.
Helps manage the work order queue and facilitate the timely resolution of issues.
Updates customer with status and information about work order.
Records events, problems, and their resolutions in work order logs in order to suggest possible improvements on procedures.
Shares feedback or suggestions from customers with the appropriate internal team(s).
Assists the Help Desk Technician II(s) in training new employees.
Works to maintain cooperative and mutually supportive relationships between Help Desk Technicians and Desktop Technicians.
Reports issues to the Customer Service Manager or Technology Support Services Director.
Works with other teams within iTech for collaborating IT projects.
Provides IT support during events on campus such as student orientation and registration.
Administers certain software products such as work order software, remote assistance, virus scan, etc.
Continually works on knowledge base for employee use.
Maintains and/or increases technical knowledge through coursework, workshops, seminars and reading.
Performs other duties as assigned.