Help Desk Technician I

Support and troubleshoot desktop and personal computer issues for campus users while collaborating with Desktop Technicians and iTech on ongoing projects.

Responsibilities

• Provide diagnostic customer support by responding to user questions and inquiries via telephone, email, web, remote, and other communication methods
• Identify the source of technical problems and resolve issues or coordinate resolution with available support staff
• Manage the help desk work order queue and help ensure timely issue resolution
• Update customers with work order status and relevant information
• Log events, problems, and resolutions in work order logs to support continuous process improvement
• Share customer feedback and suggestions with the appropriate internal teams
• Assist Help Desk Technician II(s) with training new employees
• Maintain cooperative, mutually supportive working relationships between Help Desk Technicians and Desktop Technicians
• Report issues to the Customer Service Manager or Technology Support Services Director
• Collaborate with other iTech teams on IT projects
• Provide IT support during campus events such as student orientation and registration
• Administer certain software products including work order software, remote assistance, and virus scan tools
• Maintain and use a knowledge base for employee use
• Continuously build technical knowledge through coursework, workshops, seminars, and reading
• Perform other duties as assigned

Requirements

• Education: Associate’s degree from an accredited college or university in a computer-related field, plus at least 2 years of desktop support experience
• Alternative education: High school diploma or GED, plus at least 4 years of desktop support experience
• Directly related experience may substitute for education on a year-for-year basis
• Telephone customer relations skills and experience
• Excellent communication skills (written and verbal)
• Ability to maintain high customer satisfaction
• Ability to perform effectively in stressful situations
• Proven ability to multi-task
• Proficient in technology-related diagnostics and analysis
• Proficient with Microsoft Office Suite
• Strong work ethic and self-starter who can manage multiple priorities and adapt to change in a fast-paced environment

Technologies

• Microsoft Office Suite
• Work order software
• Remote assistance
• Virus scan

Preferred Qualifications

• A+ Certification

Location and Pay

• Location: Hattiesburg, MS (onsite)
• Salary: USD 14 to 19 per hour

Application Notes

• Please include references
• Applicants must be currently authorized to work in the United States on a full-time basis without visa sponsorship
• The University will not sponsor work visas (e.g., H-1B)