Technician, Information Technology Help Desk I

Lindenwood University • Jasper, IN

11d

About The Position

The technician, IT help desk I provides day-to-day help desk services by answering telephone calls, replying to e-mails, and responding to other IT service-related inquiries. This position assists users with identifying IT problems and finding and executing resolutions. This role also assists with copy center operations.

Requirements

• Bachelor’s degree
• Related experience preferred
• Demonstrated ability to work effectively with individuals from diverse communities and cultures
• Excellent verbal and written communication skills
• Highly organized with ability to direct multiple projects simultaneously
• Ability to use good judgment and think critically
• Ability to prioritize user requests correctly
• Excellent collaborative skills
• Ability to coordinate with other departments
• Ability to work effectively at a computer for up to eight hours daily
• Ability to sit for extended periods of time
• Ability to lift up to 50 pounds
• Ability to use repetitive wrist, hand, and finger movements to type regularly
• Regular attendance is a necessary and essential function

Responsibilities

• Resets user passwords for domains, voicemail, and other University systems
• Assists users in the removal of computer viruses, malware, spyware, and other harmful programs
• Installs and configures software for users as requested
• Monitors campus ticketing system and seeks out resolutions to requests
• Prioritizes workload based upon importance/urgency of individual requests
• Assists with the creation and troubleshooting of University-issued IDs
• Supports the mission of the University and serves as an ambassador of the Q2 culture of service excellence
• Models, supports, and holds others accountable to the University’s values
• Assists users by troubleshooting issues until completion
• Works with users to troubleshoot or identify technical or complex issues
• Communicates with team members to resolve or escalate service requests
• Gathers and enters necessary information/details into ticketing application
• Communicates with users during any service request, providing regular status updates until completion/resolution
• Job may require other duties as assigned.

Benefits

• Upon hire, employer-paid tuition benefits for bachelor’s (employee, spouse, and dependent) and master’s degree programs (employee and spouse only).
• Tuition discounts for doctoral programs (employee only).
• Comprehensive benefits plan: medical, dental, vision, life insurance, disability insurance, and retirement options.
• Paid holidays: MLK Jr. day, Good Friday, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving break (Wednesday – Friday), and winter break (Dec. 23 – Jan. 1).
• Free lunch Fridays: LU employees are eligible for a free meal on Fridays at the Evans Commons Dining Hall or Spellman Dining Hall; Chick-fil-A and Qdoba included.
• Professional development opportunities through the Lindenwood Learning Academy.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 1,001-5,000 employees