Help Desk Jobs

About The Position

Requirements

• Associate degree or equivalent in a computer-related field.
• One or more years of professional experience in computer hardware and software support, including installation, maintenance, and repair.
• Knowledge of current versions of Microsoft Windows, web browsers, and Microsoft 365 products.
• Knowledge of networking and internet concepts, PC hardware and configuration issues, and experience providing support through remote assistance technology.
• Knowledge of help desk product administration, common web browser configuration, technical support for internal or external customers, and troubleshooting desktop, password, and email issues.
• Ability to work with users with varying levels of computer literacy and technical competency.
• Ability to multitask in a fast-paced environment and stay organized.
• Ability to prioritize tasks and complete work on schedule.
• Good problem-solving skills, including the ability to visualize problems and think abstractly to solve them.
• Ability to exercise patience and professionalism in stressful situations.
• Ability to learn fundamental operations of commonly used software, hardware, and other equipment.

Nice To Haves

• Previous customer service experience is strongly desired.
• Knowledge of Apple computer products, tablets, and mobile devices is desired.
• Bilingual English/Spanish skills are desirable.

Responsibilities

• Coordinate daily help desk operations.
• Assist with maintaining user and email accounts and troubleshoot login issues.
• Prepare and deliver training for district users, including developing training materials as needed.
• Troubleshoot and resolve issues by identifying failures, operator errors, or hardware and software malfunctions, both in person and through calls and problem reports.
• Accurately log help desk requests using problem-tracking software.
• Communicate and coordinate end-user information and feedback with resources within Information Technology Services.
• Manage problem report documents, review and update assigned problems, and track reports through closure.
• Proactively communicate appropriate information and responses to end users about problem reports and questions.
• Assist with technological equipment inventory.
• Participate in project teams for rollouts or special projects as needed.
• Participate in maintaining the information technology service management system.
• Suggest and implement efficient work methods and workflow processes to streamline help desk operations.
• Document, edit, and update knowledge resources and self-help information.
• Create and maintain department technical request forms.
• Receive, prepare, and distribute technology to campus users.
• Provide basic and mid-level device administration through mobile device management solutions.
• Provide backup support as Technical Services Support Specialist I.
• Perform other related duties as assigned.