Help Desk Support Specialist

Job description

Summary The Help Desk Support Specialist assists in the day-to-day operation and administration of the IT Help Desk. This position shares responsibility for the first level of response, solving many technical issues immediately, while referring more extensive requests to IT specialists. In case of referrals, this person must be able to evaluate the urgency of each problem and assign the appropriate status to a help ticket. Excellent Customer Service is the core of this position. Also vital is the previous knowledge of and/or the ability to learn a wide range of IT topics. These include diagnosing problems and troubleshooting the latest Windows and Macintosh Operating Systems and related hardware, Smartphones and Tablets (iOS, Android), and productivity suites, such as Microsoft Office. This position will primarily be working in a traditional office setting. For tasks outside the Help Desk, this position will be required to work in classrooms, labs and offices around campus and on rare occasions, may be required to work outside its normal work schedule. For hardware and delivery-related tasks, being able to lift objects up to 40lb is required. Primary job responsibilities include: -...