Technician, Information Technology Help Desk I

Lindenwood University • Saint Charles, MO

7d

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. The intent of this job description is to provide a representation of the types of duties and level of responsibility that will be required of positions given this title. This job description shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.

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