USER SUPPORT SPECIALIST I (Helpdesk Specialist)
- Tracking Code
- 540-662
- Job Description
-
PRIMARY OBJECTIVE:
The Helpdesk Specialist is a member of the User Services team which is part of the Technology Services Department. This position reports to the User Services Manager. Primary responsibility is to provide outstanding customer service while assisting students, faculty and staff on the use of computer and information technologies for academic instruction, research, individual learning and institutional administration. The Helpdesk Specialist is responsible for responding to all phone, walk-in and email requests, providing solutions or collecting appropriate information and transferring to the next level support team.
DUTIES:
- Receive and respond to requests for assistance from users via telephone, email or walk-ins, perform an initial analysis, deliver solutions or assign the proper next level support team for more complex issues when appropriate.
- Document each inquiry in the Helpdesk tracking system and obtain all necessary information from users to adequately describe the request or issue.
- Oversee student employment including hiring, training and scheduling of student assistants to provide extended Help Desk coverage and to support Technology Services computer labs.
- Assist with campus-wide Technology Services communications including creating and sharing information with the campus regarding technology alerts, new or changing service or other important information.
- Assist with coordination of technology adjustments and training required for employee staffing changes.
- Assist with the development and implementation of technology training that addresses the ever-changing needs of the Lawrence community.
- Perform other duties as assigned including assisting with computer and software installations, system testing and projects as needed.
WORKING RELATIONSHIPS:
Works closely with all staff in Technology Services to ensure outstanding customer service for all technology users throughout the Lawrence University campus.
- Required Skills
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- Excellent telephone, written and in person customer service skills
- Knowledge of Microsoft Office, Windows and Apple operating systems. Training and troubleshooting experience preferred.
- Knowledge of computer hardware, mobile devices, software and network systems preferred.
- A commitment and desire to stay abreast of ever-changing technologies.
- Excellent problem-solving, interpersonal, organizational and communication skills.
- Required Experience
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- Two to five years of proven customer service experience, preferably in a helpdesk or technology environment.
- Two to five years of experience with Microsoft Office, Windows, Apple and tablet operating systems and related hardware.
- Job Location
- Appleton, Wisconsin, United States
- Position Type
- Full-Time/Regular