IT Help Desk Agent

Job Details

Security Sensitive Position?: Yes

Hours of Work: 8:00 AM - 5:00 PM M-F

Posting Number: TSU203739

Official TSU Title: IT Help Desk Agent

Grant Title: N/A

Job Description Summary / TWC Summary:

The IT Help Desk Agent’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests through various channels including phone, email, and chat. Problem resolution may involve the use of diagnostics and help request tracking tools. This position requires a high-level of customer service skills including accuracy, speed, and empathy to deliver exceptional customer service to faculty, staff, and students.

Essential Duties Summary:

• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Use remote desktop session software to resolve issues.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and frequently asked questions lists for end users.
• Performs other job-related duties as assigned.

% FTE: 1.0

Hiring Range: $50,035.36-$63,795.08

Education:

Preferred: Bachelor’s Degree (B.A. or B.S.) in Information Technology, Business or closely related discipline from an accredited four-year college or university.

Required Licensing/Certification:

Required: Experience working with CCAAS contact center platform like Ring Central, Five 9, NICE, etc.

Knowledge, Skills, and Abilities:

Knowledge: Must have outstanding written/oral communication and analytical skills, excellent presentation skills, and the ability to communicate on both a technical and business level. Must have previous experience in a help desk contact center. Must be driven by the desire to offer quality services to the faculty, staff, and students, in a timely and efficient manner. Hands on experience with remote desktop software. Solid technical background with an ability to give instructions to a non-technical audience. Customer service oriented with a problem-solving attitude. Excellent written and verbal communications skills.

Skills: Must possess excellent written and oral communication skills and demonstrate a high degree of professionalism and diplomacy. Must display excellent administrative, organizational, and time management skills while operating in a fast-paced environment. Must possess a strong work ethic and ready to work extremely hard executing tasks and assignments. Self-motivated, positive attitude, and a mature, professional personality, and demeanor. Work is substantially complex and varied, and requires the interpretation of technical and detailed guidelines, policies and procedures in combination.

Ability to: Communicate effectively. Analyze and research for solutions. Troubleshoot. Ability to maintain the security or integrity of critical infrastructure, which may include communications systems, computer networks and systems, cybersecurity systems, electrical grid, hazardous waste treatment or water treatment system.

Work Experience:

Required: Requires two (2) to three (3) years of related IT Help desk experience. Requires knowledge of IT systems and troubleshooting procedures focusing on problem resolution. Requires good documentation skills. Must have excellent written and verbal communication skills.

Preferred: Experience with Service Now in a helpdesk environment.

Working/Environmental Conditions:

While performing the duties of this job, the employee is regularly required to: sit, walk, talk, and hear, use hands to move items and to operate computer. The employee is frequently required to: stand, reach with hands and arms, climb, stoop, or kneel or crouch, and lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Work is performed within routine office environment with no exposure to hazardous or unpleasant conditions.