Help Desk Technician

Help Desk Technician

Job Description
This position is dedicated to providing customer service for Trine University Technology customers, including students, faculty and administration.  The Technician guides the customer regarding the use of a broad range of products, offerings, and services assuring customer satisfaction.   The ability to work both independently and in a team environment providing call center services and desk side support is required.  The position reports to the Director of Technology Support Services.

Duties and Responsibilities

• Consistently provide exemplary service as measured by customer feedback and performance against service level goals
• Provide telephone and desk side end user support of technologies employed at Trine University
• Provide identification, prioritization, resolution, and follow up of problems following guidelines and procedures
• Use communication appropriate to audience delivered in a friendly and courteous manner with consistent positive attitude
• Install PC’s, printers and software for individual users and computer labs
• Assist students with problems associated with student owned PC hardware
• Use help desk ticket system and document progress for work performed
• Contribute to problem root cause analysis and assist with implementing countermeasures to reduce incidents
• Recommend , build, and deploy hardware and software standards
• Coordinate work for and utilize student employees
• Participate in the implementation of help desk best practices
• Maintain PC hardware and software inventory
• Other projects/duties as assigned

Job Skill Requirements

• 2+ years experience in an Technology support role
• Advanced knowledge and troubleshooting of personal computer technologies
• Experience troubleshooting Microsoft Office software, including Outlook/Exchange
• Knowledge of networking topologies, including wireless
• Exposure to Mac workstations in a windows Domain
• Excellent verbal and written communication skills
• Ability to empathize with customers of varying technical skill levels
• Work independently and in a team environment
• Great attention to detail
• Proven ability to handle multiple tasks in an organized fashion
• Ability to maintain confidentiality with sensitive customer and internal information
• Foster Trine University success through a professional appearance, being courteous to customers & associates, and by exhibiting a positive attitude

Required Education

• Associate degree in Computer Science or related field required
• Bachelor degree in Computer Science or related field, or equivalent experience desired
• A+ Certification desired

Send letter of interest, resume and contact information for three professional references to hr@trine.edu.

Trine University is an Equal Opportunity Employer committed to employing a highly qualified staff that reflects the diversity of our great nation.