"Help Desk Technician - Information Technology"

Position Summary

Help Desk Technician

Information Technology

Full Time

Southeast Missouri State University is seeking an individual to fill the Help Desk Technician position and to join its Information Technology User Services team. The role of this position is to provide technical assistance and support to ensure the effective use of technology at the University. The successful candidate needs to be able to analyze and diagnose technical issues while ensuring a high level of customer satisfaction.

Primary Responsibilities

• Provide technical support to University customers via phone, email, chat, and walk-in
• Research, analyze, diagnose, and resolve problems involving computer systems, mobile devices, and classroom technologies
• Log and track technology assistance requests into Help Desk ticketing system (TeamDynamix)
• Escalate complex technical problems through a defined escalation process
• Provide support for campus provided software packages
• Assist students with residence hall network connection issues
• Assist with the training and mentoring of student Help Desk support staff
• Streamline phone support process through development of helpful knowledgebase articles
• Assist Help Desk Manager with the development of instructional materials, and content for departmental website and social media communications
• Participate as a representative of IT at Opening Week and New Student Programs/International Student Orientation events

Required Qualifications

• Associates degree in a computer technology field; A technical certification or one year Help Desk experience can be substituted for the associate's degree
• Strong computer background installing software and supporting computer environments
• Proficient in Microsoft Office products, Windows operating system, and Internet applications (web browsers, e-mail, etc.)
• Experience with remote user support, connectivity, troubleshooting, and problem resolution
• Strong analytical and organizational skills
• Ability to manage multiple competing priorities and work under pressure in high-stress situations
• Demonstrated ability to work independently with minimal supervision and interactively as part of a team environment
• Excellent interpersonal, verbal, and written communication skills with the ability to communicate technical issues to a non-technical audience
• Demonstrated experience and understanding of customer service

Required Information & Deadline

Application Deadline: The position is available immediately and will remain open until filled. To ensure full consideration, applications must be received by December 1, 2025.

To Apply: Submit the following items online by clicking on the APPLY button at the top of the page:

• Letter of interest addressing position qualifications
• Current Resume
• Names and contact information of three professional references may be asked for at a later date

Additional Information

About Southeast Missouri State University (SEMO): Founded in 1873 and accredited by the Higher Learning Commission, Southeast Missouri State University provides student-centered education and experiential learning with a foundation of liberal arts and sciences, embracing a tradition of access, exceptional teaching and commitment to student success that significantly contributes to the development of the region and beyond. SEMO values access to high quality, affordable education with a broadly representative student body, faculty and staff that respects and celebrates a diverse learning community in a global society.

SEMO Fast Facts: https://semo.edu/institutional-research/

SEMO Strategic Action Plan: Strategic Action Plan (semo.edu)