"Help Desk Support Specialist"

Job Details

Location: Hickory, NC (on-site)

The Help Desk Support Specialists report to the Help Desk Manager/CIO. The Help Desk Support Specialists provide technical assistance and support related to computer systems, hardware, or software and classroom audiovisual equipment and connectivity. They respond to user requests via phone, email or the Help Desk ticketing system.

Job Duties

• Serve as the first point of contact for customers seeking technical assistance over the phone or email or through the online ticketing; enter tickets for anyone calling or emailing issues.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Assist users with password resets.
• Determine the best solution based on the issue and details provided by customers.
• Walk customers through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information about IT products and services.
• Record events, problems, and their resolution in the Help Desk ticketing system.
• Follow up and update customer status and information in Help Desk ticketing system.
• Install new computers and peripherals for users.
• Communicate customer feedback and suggestions to the appropriate internal team.
• Identify and suggest possible improvements on procedures.
• Follow up with customers to ensure issue have been resolved.
• Perform other duties as assigned.

Required Knowledge, Skills and Abilities

• High school diploma.
• Associate or Bachelor’s degree preferred.
• Proven experience as a help desk technician or other customer support role
• Technically savvy with working knowledge of office automation products, databases and remote control/computer access (e.g., Windows laptops, Mac laptops, Canvas, DocuSign, Adobe)
• Strong understanding of computer systems (Windows and MacOS), mobile devices and other technical products (e.g., classroom AV and sound equipment)
• Good understanding of applications (e.g., PowerCampus, Canvas, DocuSign, Adobe)
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered

Physical Abilities

• Perform desk-based computer tasks, grasp lightly/fine manipulation
• Frequently walk to user locations on campus
• Lift, carry, push, pull objects that weigh up to 10 pounds
• Occasionally kneel/crawl, climb (ladders, scaffolds, or other, grasp forcefully, use a telephone, writing by hand, lift, carry, push, pull objects that weigh 21-40 pounds

Work Environment

• Work onsite at campus
• May need to work extended hours and/or weekends (remote or on campus)
• General office conditions

About Lenoir-Rhyne University

Lenoir-Rhyne University is a co-educational, private, comprehensive liberal arts institution founded in 1891, with its traditional campus located in Hickory, North Carolina, a city of more than 40,000. The university has additional graduate centers in Asheville, N.C., and Columbia, S.C. Situated in the foothills of the Blue Ridge Mountains, Lenoir-Rhyne is less than an hour’s drive from Charlotte, and the Hickory-Lenoir-Morganton Metropolitan Statistical Area has a population of about 365,000. The university now offers more than 45 undergraduate and 20 graduate degree programs to approximately 2,400 students. Lenoir-Rhyne University seeks to liberate mind and spirit, clarify personal faith, foster physical wholeness, build community, and promote responsible leadership for service to the world. Affiliated with the Evangelical Lutheran Church in America (ELCA), Lenoir-Rhyne is open to people from all religious and non-religious backgrounds.