Help Desk Specialist

Provides technical support to end users, while maintaining information technology standards and procedures and ensuring security of University systems.

• Provides technical support to the University community and ensures the majority of issues are resolved and more complex issues are directed elsewhere.
• Develops, tests and maintains a complex set of troubleshooting techniques to assist with numerous technology related issues.
• Analyzes, documents and ensures all security risks are handled properly within the University security policies and procedures.
• Provides support to students within the e-learning system. Ensures students can navigate, submit, view and complete all course content, including videos, assignments and presentations.
• Instructs end-users on department and University policies governing computer usage and data security. Suggests policy modifications based on feedback from students, faculty and staff.
• Responsible for communication to the campus community via email, text and blog regarding updates, upgrades and both scheduled and unscheduled outages.
• Develops, implements and creates training documentation governing help desk activities, policies and procedures.
• Participates in information technology projects and committees.
• Responsible for reporting telecommunication issues. Serves as first line for all user-related phone calls.

Minimum qualifications based upon job documentation and industry best practices. Any current employees not meeting these qualifications will be grandfathered until they move to a different job.

• Some college coursework from an accredited institution.

• One year’s relevant experience.
• Strong interpersonal, written and verbal communication skills.

• Relevant industry certification.

Office or other indoor work with minimal physical demands such as occasionally lifting or moving materials less than 25 pounds.

Work is generally performed in a well-lit, temperature-controlled indoor environment with occasional exposure to the outdoors or any number of elements.

Revised: 2018-10-16