Job Details
Job Location: Las Vegas, NM 87701
Position Type: Full Time -Reg
Education Level: 2 Year Degree
Salary Range: $39,411.00 Salary
Job Category: Staff
Description
SUMMARY: This position ensures proper computer, telephone,
printer, and classroom technology operation so that end users can
accomplish business tasks. This includes receiving, prioritizing,
documenting, and actively resolving end user help requests. Problem
resolution may involve the use of diagnostic and help request
tracking tools, as well as require that the individual give
in-person, hands-on help at the desktop level. The Help Desk
Technician is expected to provide excellent customer service to the
campus community and guest.
DUTIES AND RESPONSIBILITIES:
- Fields incoming help requests from end users in person, or via
telephone or e-mail, in a prompt, courteous, and professional
manner.
Performs general problem solving and assistance on a variety of
software applications and hardware systems supported by ITS.
Prioritize and escalate problems to the appropriate area within the
ITS department, when level one support cannot solve the problem.
Test fixes to ensure problem has been adequately resolved, and
perform post-resolution follow-ups to help requests.
Prioritizes problems and projects. Research solutions to
problems.
Escalate problems, when required, to the appropriately
experienced individual, group, or department.
Documents user requests and problems, including all pertinent
end user identification information, including name, department,
contact information, and nature of the request or problem.
Handles confidential information with discretion.
Manages computer accounts by assisting users with password
change/reset, and extending expired accounts as appropriate.
Collaborates with team members to make recommendations for
improved internal processes, and improved customer service
experience.
Receives cross-training in other areas of the department, and
provide support in covering those areas if there if there is a
shortage of staff, or overflow in workload.
Maintains technically current and relevant through
self-directed professional reading, developing and maintaining
professional contacts, professional development, and training.
Develops training material and help guides for users and
support staff.
Assists with training of new hires within the department.
Maintains regular attendance.
Performs other job-related duties as assigned.
Qualifications
MINIMUM REQUIREMENTS:
- EDUCATION : Associate’s degree in any field.
- EXPERIENCE: 1 year of demonstrated experience providing
technology support.
- PREFERENCE:
-
- Bachelor’s degree in any field.
EMPLOYMENT REQUIREMENTS:
- Specialty licensure/certification may be required, as specified
by the department. Successful candidate may be subject to a
criminal background check.
KNOWLEDGE, SKILLS, & ABILITIES:
- Excellent communication skills.
- Excellent customer service skills.
- Functional and technical knowledge of Windows and Mac OS.
- Functional and technical knowledge of Office 365, Brightspace,
and ZOOM.
PHYSICAL DEMANDS:
- Moderate physical effort.
- May require occasional lifting, handling, pushing, or moving
objects up to 50 pounds.
WORK ENVIRONMENT:
- Work is performed in an office/classroom setting.
