Helpdesk Technician

Summary

Viterbo University is a private Catholic institution dedicated to preparing students for faithful service and ethical leadership. They are seeking a full-time Helpdesk Technician to support the daily technology needs of faculty, staff, and students by providing technical support for various campus technology services.

Responsibilities

• This position works under the general supervision of the Associate Director Instructional & Information Technology within the established goals and priorities consistent with Instructional & Information Technology. The position provides phone, email, & remote technical support for faculty, staff & students for hardware, software and operating systems including troubleshooting and problem resolution. This position will collectively provide a single point of contact for end users to receive support and maintenance
• Management of resources by providing quality diagnosing and triaging of end user technical support services across the University. Specific methods will be devised to properly categorize and record the calls, forward those calls to appropriate staff members, track the status of those calls and record the time to resolution. "Calls" are broadly defined as traditional telephone calls, emails, electronic work requests, or walk-in requests for service
• Increase first-rate resolution of reported issues. Collaborate or coordinate professional development training & projects items with all IIT professionals
• Troubleshoot 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
• Review the status of incomplete ticket(s); follow up with the assigned technician and/or the individual who placed the call as to the status
• Develop and make available, user guides that would serve to answer commonly asked technology-related questions
• Serve as a common contact point for IIT services: residence hall network access, Wi-Fi question, administrative/academic tools, reset forgotten passwords, hardware issues, checking problems with email accounts, general software questions (Microsoft, ERP, LMS, etc)
• Assist in tracking quality indicator statistics and setting service level expectations
• User Account and Printing Administration
• Potential to work additional hours beginning of and end of academic year to meet academic deadlines or in critical or emergency situations
• Provide 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
• Log support issues in appropriate databases (Revelation Helpdesk), document solutions for future references and assists in the maintenance of such systems and in the reporting of support work conducted by IIT. Log and track 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

Skills

• 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
• 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

Qualifications

Must Haves

• 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