"Help Desk Technician"

Tennessee State University Office of Technology Services invites applications for the position of Help Desk Technician.

This position is part of the Office of Technology Services (OTS) User Services team and reports to the User Services manager. This position will provide Tier I support via phone, email, remote applications and walk-ins to the Helpdesk area. This is an in-person role that operates on standard university business hours of M-F 8am-4:30pm and Summer Hours of M-W 7:30am-6pm and Thursday 7:30am-5:30pm.

The Helpdesk Technician will fulfill the following job duties: providing quality customer service via phone, email, remote applications, and in-person, perform password resets for active directory, email, and TSU online learning resources, enforce basic security protocols, reply/provide solutions to Helpdesk Emails, create/maintain/update work orders/tickets via Service Now (SNOW), triage work orders/tickets to the appropriate IT groups, create documentation/instructional guides for users, perform basic troubleshooting of campus desktop hardware/software technologies.