Helpdesk Specialist - UIS

PACIFIC UNIVERSITY • Hillsboro, OR

10d • Hybrid

About The Position

Responsible for supporting the technology needs of students, faculty, and staff throughout the University. Investigates and resolves problems with online accounts, software, hardware, printers, and mobile computing devices. The primary responsibility of the IT Helpdesk Specialist role is to provide remote and onsite support for internal/external end-users as well as diagnose and resolve technical issues. Supports a multitude of functions related to Pacific University operations, which can involve system maintenance, local networks, security protocols, and hardware inventory. Liaisons with Helpdesk and other IT specialists, including members of the Technology Operations, Enterprise Data Systems and Healthcare Clinic Information Technologies teams, to resolve issues. Assists in the configuration, deployment, maintenance, troubleshooting, and support of computer workstations, laptops, printers, mobile devices, telecommunications equipment, and other computer hardware. Contributes to the successful delivery of business-driven and internal IT projects and enhancements. Monitors ticket queues to prioritize, address, and escalate requests and incidents in accordance with Service Level Agreements and ITSM best practices. Aids and trains student workers, so that they can solve common problems. Rapidly responds to urgent situations, which may include direct response as well as coordination and communication with IT staff, vendors, and business partners. Establishes and maintains cooperative, friendly, and team-oriented relationships with coworkers, managers, supervisors, and others. Notifies UIS management of any potential security, privacy or safety issues brought on by client technology use. Maintains and updates asset information about university-owned technology.

Requirements

• 2+ years of experience in providing technical support, preferably in an educational setting.
• Competent in identifying and resolving a wide range of end-user technology issues.
• Communicates with students, faculty, staff, and the public appropriate to the age of the individual served.
• Builds on basic learning and carries it from one situation to another.
• Demonstrates critical thinking skills in problem-solving and decision-making.
• Asks questions and seek assistance.
• Takes responsibility to eliminate the source of problems.
• Demonstrates confidentiality regarding information pertaining to all students, faculty, and staff.
• Maintains proper appearance and personal conduct for the employee’s particular job.
• Uses effective communication skills taking into consideration body language, filters, listening, paraphrasing, and questions with customers of diverse ethnic and cultural backgrounds.
• Demonstrates ability to work in a team environment.
• Familiarity with the use of the Office suite of applications, including Word and Excel.
• Demonstrates ability to prioritize between multiple duties and stay organized in a challenging, often fast paced environment.
• Demonstrates ability to communicate technical information to people of a broad range of backgrounds and technical knowledge, both verbally and in written communication.
• Demonstrates ability to come across as calm, confident, knowledgeable, helpful, and professional, even when dealing with people who are angry or under stress.
• Applicants must be legally authorized to work in the United States at the time of hire and continue to work without employer visa sponsorship, now or in the future.

Nice To Haves

• Certifications from CompTIA, Microsoft, or HDI are desired.

Responsibilities

• Provide remote and onsite support for internal/external end-users.
• Diagnose and resolve technical issues.
• Support system maintenance, local networks, security protocols, and hardware inventory.
• Liaise with Helpdesk and other IT specialists to resolve issues.
• Assist in the configuration, deployment, maintenance, troubleshooting, and support of computer workstations, laptops, printers, mobile devices, telecommunications equipment, and other computer hardware.
• Contribute to the successful delivery of business-driven and internal IT projects and enhancements.
• Monitor ticket queues to prioritize, address, and escalate requests and incidents.
• Aid and train student workers.
• Respond to urgent situations.
• Establish and maintain cooperative, friendly, and team-oriented relationships with coworkers, managers, supervisors, and others.
• Notify UIS management of any potential security, privacy or safety issues.
• Maintain and update asset information about university-owned technology.
• Perform other related duties as assigned.

Benefits

• Generous paid time off (for vacation, holidays—including winter break—and sick leave)
• Medical coverage with alternative care options (with in-network services covered at 100% after payroll deduction)
• Comprehensive dental and vision plans
• Generous retirement contribution after one year of service with no match required
• Free mental health appointments
• Tuition remission for employees and their dependent child(ren) who meet eligibility requirements
• On-campus benefits, including free access to our sports facility and library
• Discounts on campus food, bookstore purchases, clinic services.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed