"HELP DESK TECHNICIAN"

Job Description

Responsible for monitoring help desk phones, e-mails and other electronic problem reporting mechanisms. Makes sure they are responding appropriately in a precise and timely manner. Provides computer hardware, software and network problem resolutions for user departments within the University or Medical Center. Utilizes Problem Management database to register problems and record most effective solutions.
This position will provide technical support for the Medical Education Information Services Client Services team for the Heersink School of Medicine. Responsibilities include responding to helpdesk requests, troubleshooting and resolving technical issues, configuring and maintaining computers and related equipment, managing system records and user access, collaborating with IT teams and vendors, and supporting technology needs in classrooms, laboratories, and conference rooms.

Duties and Responsibilities:

• Monitoring the helpdesk phones, emails, ticketing system, and other electronic problem reporting.
• Triaging, troubleshooting, documenting, resolving and/or escalating various technical issues in a precise and timely manner.
• Quoting, building, imaging, installing and repairing computers and peripherals.
• Maintaining network device database for accuracy.
• Maintaining Active Directory computers and permissions groups.
• Coordinate with other IT departments and vendors to provide technological solutions.
• Providing timely technical assistance for designated classrooms, conference rooms, computer labs, and other support areas.
• Utilizes Problem Management database to register problems and record most effective solutions.
• Provides computer hardware, software and network problem resolutions for user departments within the University or Medical Center.
• Perform other duties as assigned

Salary Range

$16.50 - $26.80

Qualifications

Associate's degree in Computer Science, Electronics or a related field required. Work experience may substitute for education requirement.

Preferred Skills and Knowledge:

• Windows and Mac Operating Systems
• ServiceNow or other ticketing systems
• Microsoft Office
• Adobe
• Zoom, Teams, and Kaltura VPN
• Remote Desktop, and Network File Shares
• SCCM and Active Directory Crestron
• Extron, Q-SYS, and similar A/V systems and components