"Help Desk Technician"

Help Desk Technician

Posting Number: R0006828
Location: Salem Campus

ABOUT WILLAMETTE UNIVERSITY:

Willamette University, founded in 1842, is a nationally-renowned private university enrolling 2800 students across five colleges. Our historic campus, adjacent to the Oregon State Capitol, hosts a distinguished undergraduate liberal arts college in Salem, Oregon. Our downtown Portland campus is home to the Pacific Northwest College of Art (PNCA). We offer a wide range of professional graduate programs, including Oregon's top-ranked MBA program, the Northwest's oldest law school, as well as MA/MFA programs at PNCA and master's degrees in data science and computer science.

Willamette University provides a high-value and comprehensive benefits package to eligible employees. Our Benefits Summary includes options for health, dental, life insurance, retirement, substantial paid time off, tuition and more. If you need assistance applying for a job or have any questions on recruitment at Willamette, please contact our HR Department, hr@willamette.edu or call us at 503-370-6210.

ABOUT THE WITS TEAM

Willamette Integrated Technology Services (WITS) is a mission-driven unit committed to providing reliable, secure, and responsive technology services that support the academic and operational work of the institution. WITS plays a central role in ensuring that faculty, staff, and students have the tools and technology needed to perform at the highest level.

We are seeking a detail-oriented, technically proficient, and service-minded professional to join our team as a Help Desk Technician. This position serves as a primary point of contact for technology support and is essential to maintaining the quality, efficiency, and professionalism of WITS' front-line operations.

The Help Desk Technician is expected to demonstrate strong technical aptitude, sound judgment, and the ability to resolve issues in a fast-paced, enterprise environment. Candidates will receive training in Willamette-specific systems and tools, but must bring a solid foundation of professional technical troubleshooting and service excellence.

WHY JOIN WITS

• Work with a team of experienced IT professionals who take pride in service quality and operational excellence.
• Grow your technical skills across a diverse range of enterprise systems, classroom technologies, and support platforms.
• Contribute to a high-expectation environment that values professionalism, accountability, and continuous improvement.
• Gain meaningful experience in higher-education IT, an environment with complex systems, varied users, and mission-driven work.
• Enjoy excellent benefits, opportunities for specialized training, and a collaborative technology culture.
• If you are a dependable, technically skilled professional who values accuracy, communication, and high-quality support, we encourage you to apply.

POSITION SUMMARY

The Help Desk Technician provides front-line technical support to faculty, staff, students, and guest across Willamette University. Responsibilities include resolving various types of issues; ensuring timely and accurate ticket management; coordinating escalations; and maintaining documentation and knowledge resources.

The Technician ensures a professional, consistent, and service-aligned experience for users while supporting the broader operational goals of the WITS User Services division.

Duties and Responsibilities:

• First-Point-of-Contact: Address and resolve incoming support requests related to hardware, software, network, and other IT-related issues.
• Ticket Management: Log, track, and manage help desk tickets efficiently, ensuring that issues are resolved in a timely manner.
• Student Employee Coaching: Mentor and coach student employees, guiding them through problem resolution processes and ensuring a consistent quality of service.
• Technical Support: As-needed, provide hands-on technical support, which includes the installation, configuration, and troubleshooting of hardware and software.
• Documentation: Maintain and update knowledge bases, FAQs, and documentation to assist in quick problem resolution and to facilitate the training of student employees.
• Continuous Learning: Stay updated with the latest technologies, solutions, and best practices to provide the most efficient support possible.
• Collaboration: Work closely with other WITS departments to address and resolve more complex IT issues.
• Other related duties as required.

Minimum Qualifications

• Proven experience with IT service management tools and ticketing systems, adept at managing and solving advanced technical issues.
• Capacity to multitask, prioritize, and work under pressure, demonstrating excellent organizational and problem-solving skills.
• Outstanding customer service orientation, complemented by effective interpersonal and communication skills, capable of explaining technical concepts across varied audiences.
• At least two years of experience in a networked computing environment, with a strong background in providing tier 2 support and technical advice.
• Ability to physically manage IT equipment, with the capability to lift and carry items weighing up to 20lbs regularly and up to 50lbs occasionally.

Pay: $27.00/hourly, equivalent to $56,160 annually

Typical Work Schedule:
Monday-Friday, 8:00 a.m.-5:00 p.m.
WITS operating hours are 8:00 a.m.-7:30 p.m., and occasional adjustments to the standard schedule may be required to support coverage needs, events, or operational priorities.

Physical Demands & Working Conditions:
Typical work is performed indoors in an office environment. Candidates should be able to look at a computer monitor for a long period of time, be able to lift fragile items weighing up to 50 pounds, able to walk around campus buildings, crawl under desk for computer setup / troubleshooting, and feel comfortable on the top of an 8 - 10 foot ladder while troubleshooting A/V Equipment.

You will need to upload the following documents as part of your application materials in the "My Experience" section labeled Resume:

• Cover letter addressing the required/desired qualifications and presenting any other applicant characteristics which deserve emphasis
• Current Resume

Applications will be reviewed on a rolling basis as received until the position is filled.

Incomplete applications will not be considered.

BACKGROUND CHECK REQUIREMENT:
All University positions require that candidates submit to a criminal conviction record check prior to hire. Conviction does not automatically preclude candidates from being hired. Nature of conviction will be considered relative to the duties of the position.

REASONABLE ACCOMMODATIONS STATEMENT:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

INSTRUCTIONS FOR APPLICANTS:
Please read the following carefully before beginning the online application process. To be considered for employment at Willamette University, please complete our online employment application. Your application and all required attachments -- listed at the bottom of the page -- must be submitted for each individual job post that you are interested in applying. Once you submit your application you will not be able to edit your application.

Apply online at https://willamette.wd501.myworkdayjobs.com/en-US/willametteuniversityjobs/job/Salem-Campus/Help-Desk-Technician_R0006828