"Help Desk Technician"

The IT Helpdesk Technician plays a crucial role in providing technical support and assistance to staff and students at Tennessee State University. 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. The Helpdesk Technician will fulfill the following job duties:

• Providing quality customer service to end-users via phone, email, remote applications, and in-person.
• Enforce basic security protocols such as video verification and other procedures to confirm user identity.
• Receive and inventory IT equipment, ensuring accurate records are maintained.
• Create/maintain/update work orders/tickets via incident management system.
• Triage work orders/tickets to the appropriate it groups.
• Create documentation/instructional guides for users.
• Perform password resets, basic troubleshooting of campus desktop hardware/software technologies, and other Helpdesk Operational procedures.
• Ensure compliance with all OTS policies and procedures during support operations.
• Participate in training sessions and professional development opportunities to enhance technical skills.
• Other duties as assigned.

This is an in-person role that operates on standard university business hours of M-F 8am-4:30pm.

Minimum Qualifications/Experience

Requires graduation from a standard high school or equivalent academic training in computer science, information systems or related field in addition to the following below: Professional customer service skills. Understanding of computer hardware, software, and networking concepts. Excellent communication and interpersonal skills. Ability to work effectively in a team-oriented environment.

Preferred Qualifications/Experience

Candidates with these preferred qualifications will be more competitive as they demonstrate a deeper understanding of IT operations and best practices, making them better equipped to contribute effectively to our team. Associate degree or higher specializing in an IT or technology related field. 1 yr. experience working in an IT professional environment or computer-related field. CompTIA A+, Net+, Sec +, ITIL or other IT related certifications. Experience with inventory management and asset tracking software. Knowledge of current trends and technologies in IT support services.

Tennessee State University is committed to excellence and has been consistently listed in the U.S. News & World Report’s “Guide to America’s Best Colleges” for more than a decade. Founded in 1912, TSU is a comprehensive, urban, co-educational, land-grant institution in Nashville, Tennessee. The university has been served by seven presidents, including Dr. Glenda Baskin Glover, who is currently serving as our eighth president. TWO CAMPUSES Our Nashville home offers two locations—the 500-acre main campus nestles in a beautiful residential neighborhood along the Cumberland River, and the downtown Avon Williams campus sits near the center of Nashville’s business and government district.