IT Help Desk Technician

Southern Utah University•Cedar City, UT

32d

About The Position

At the SUU IT Help Desk you will be providing first-level technical support to students, faculty, and staff, ensuring efficient and effective resolution of hardware, software, and network related issues. This role requires excellent communication skills, technical proficiency, and a commitment to delivering high-quality customer service.

Requirements

Prior experience in an IT support role or help desk environment is a plus.
Proficiency with Windows and MacOS operating systems, Microsoft Office Suite, and common desktop applications. Knowledge of basic networking principles and troubleshooting techniques.
Strong interpersonal and communication skills with a focus on delivering excellent customer service.
Ability to analyze and resolve technical issues efficiently and effectively.
Strong organizational skills with the ability to manage multiple tasks and prioritize workload.

Nice To Haves

CompTIA A+
Network+
other relevant IT certifications are a plus.

Responsibilities

Provide first-level technical support for computer hardware, software, and network-related issues via phone, email, and in-person.
Diagnose and resolve technical issues related to desktops, laptops, printers, projectors,mobile devices, and other peripherals.
Deliver exceptional customer service by promptly responding to inquiries, providing accurate information, and ensuring users are kept informed of the status of their requests.
Utilize the IT ticketing system to log, track, and manage support requests, ensuring timely resolution and closure of tickets.
Maintain accurate documentation of support processes, procedures, and resolutions.
Work closely with other IT team members to escalate complex issues and ensure comprehensive solutions.
Communicate effectively to enhance end-user understanding of IT systems and applications.
Assist with the setup, configuration, and deployment of new computer systems and software applications and enroll devices in campus computer management systems.

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