Helpdesk Technician

Viterbo University•La Crosse, WI

9d•Onsite

About The Position

Join Viterbo University as a full-time, 10-month (Aug 1- May 31) Helpdesk Technician and play an important role in supporting the daily technology needs of faculty, staff, and students. In this position, you'll provide technical support for hardware, software, email, Wi-Fi, Microsoft 365, and other campus technology services while helping ensure a positive and responsive user experience. This role is ideal for a collaborative problem-solver who enjoys helping others, troubleshooting technical issues, and working in a fast-paced higher education environment. As a key member of the Instructional & Information Technology team, you'll help keep campus technology running smoothly through excellent service, communication, and support.

Requirements

Associate or bachelor's degree in information technology, information systems, computer science, educational/academic technology, training & development or related fields.
Experience in providing technical and problem-solving support in a Windows and/or MAC OS environment.
Expertise with Windows Office Suite/Office 365
Experience in providing support for e-mail, anti-virus and spyware removal
High level of knowledge with variety of operating systems/software
Proven track record of excellent communications and the ability to work collaboratively in a team environment.
Ability to translate complex technical information into usable, easy-to-follow instructions either in written or oral forms.
Ability to diagnosis complex hardware and software problems in both Windows and Mac environments.

Nice To Haves

Three years' professional experience in working in a Client Services, IT Help Desk Environment, or related field.
Experience in working in a higher education environment.
Experience and understanding of cyber security issues such as phishing, ransomware, and related attacks and providing protection and resolution of issues.
Experience utilizing Help Desk ticketing system
Experience with Microsoft 365 administration concepts, including email security, threat protection, mailbox access and identity management.
Aptitude for working with diverse faculty and staff in addressing both future and immediate needs
Ability to communicate clearly, tactfully and effectively with co-workers, staff, faculty, students, other stakeholders both aurally and in written modes.
Ability to work independently and demonstrate creative problem-solving and troubleshooting skills while addressing the variety of technology problems crucial to the position.
Ability to work under time constraints, demonstrates flexibility, and can meet deadlines.

Responsibilities

Provides phone, email, & remote technical support for faculty, staff & students for hardware, software and operating systems including troubleshooting and problem resolution.
Provides a single point of contact for end users to receive support and maintenance.
Manages resources by providing quality diagnosing and triaging of end user technical support services across the University.
Categorizes and records calls, forwards calls to appropriate staff members, tracks the status of calls and records the time to resolution.
Increases first-rate resolution of reported issues.
Collaborates or coordinates professional development training & projects items with all IIT professionals.
Troubleshoots reported items at the time it is received.
If a solution is not determined, the forwarded ticket will note the solutions that have already been attempted.
Reviews the status of incomplete ticket(s); follows up with the assigned technician and/or the individual who placed the call as to the status.
Develops and makes available, user guides that would serve to answer commonly asked technology-related questions.
Serves as a common contact point for IIT services: residence hall network access, Wi-Fi questions, administrative/academic tools, reset forgotten passwords, hardware issues, checking problems with email accounts, general software questions (Microsoft, ERP, LMS, etc).
Assists in tracking quality indicator statistics and setting service level expectations.
Performs User Account and Printing Administration.
Provides support for centralized applications and server-based applications and services maintained by IIT including file storage, file transfer, web pages, ERP, reporting and database query tools, and email issues.
Logs support issues in appropriate databases (Revelation Helpdesk), documents solutions for future references and assists in the maintenance of such systems and in the reporting of support work conducted by IIT.
Logs and tracks security issues.
Willingness to undertake additional tasks or responsibilities as assigned by the Director of IIT as the role evolves over time to meet the department's changing needs.