Help Desk Technician

Regent University•Virginia Beach, VA

2d•Onsite

About The Position

The Help Desk Technician will provide software, hardware, and systems support to Regent University faculty, staff, and students by responding to support calls, voice messages, and e-mails directed to the Help Desk. The position will also manage and track issues using the IT ticketing system.

Requirements

College-level training and/or bachelor's degree required
Previous customer service experience required (phone skills, data entry, and ability to discuss and probe technical issues while handling multiple calls).
Computer operations or support experience required.
Experience with Windows 10.
Experience with a variety of major PC applications (including Microsoft Office) and the Internet required.
Commitment to Regent’s core values of Excellence, Innovation, and Integrity

Nice To Haves

Experience with Apple Mac computers, multimedia systems, Microsoft Exchange, Microsoft Active Directory networks highly desired.
Experience with systems in a college or university environment desired.

Responsibilities

Act as the initial point of contact for Regent University computer users.
Respond to support calls and respond to e-mails/tickets regarding software, hardware, networking issues, etc.
Escalate support incidents to the appropriate IT staff group when necessary
Answer phone calls and e-mails in a prompt, courteous manner.
Log calls into the IT ticketing system
Work closely with other IT Departments to resolve issues effectively
Stay current with supported software and hardware
Promote efficiency and effectiveness improvements for the Help Desk
Maintain documentation of all Help Desk processes and procedures
Participate in staff training and departmental meetings.
Assume other duties as assigned by supervisor.