Help Desk Technician

Job description

The Help Desk Technician will provide software, hardware, and systems support to Regent University faculty, staff, and students by responding to support calls, voice messages, and e-mails directed to the Help Desk. The position will also manage and track issues using the IT ticketing system. Work Location: Virginia Beach, VA: Essential Functions: - Act as the initial point of contact for Regent University computer users. Respond to support calls and respond to e-mails/tickets regarding software, hardware, networking issues, etc. Escalate support incidents to the appropriate IT staff group when necessary - Answer phone calls and e-mails in a prompt, courteous manner. Log calls into the IT ticketing system - Work closely with other IT Departments to resolve issues effectively - Stay current with supported software and hardware - Promote efficiency and effectiveness improvements for the Help Desk - Maintain documentation of all Help Desk processes and procedures Qualifications: - Participate in staff training and departmental meetings. - Assume other duties as assigned by supervisor. - College-level training and/or bachelor's degree required - Previous customer service experience requ...