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Technician, Information Technology Help Desk I

Employer
Lindenwood University
Location
Missouri, United States
Salary
Salary Not Specified
Closing date
Aug 5, 2021

View more

Position Type
Administrative, Business & Administrative Affairs, Computer Services & Information Technology, Technology Administration/Other, Chief Technology & Information Officers
Employment Type
Full Time
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Welcome to Career Opportunities at Lindenwood University. PLEASE READ: For all applications, please include your resume and cover letter. You may skip the “Quick Apply” page by simply clicking “Next” at the bottom of the page. When you arrive at the “Experience” page, you may upload all desired documents using the upload box labeled “Resume/CV.” This is the appropriate box to upload all documents. If you are a current or prospective student applying for a student employee position, please use your student email address in the email field on the application.

JOB TITLE SUMMARY

Job Title: Technician, Information Technology Help Desk I

Division: Information Technology (IT)

Evaluation Group: Staff

FLSA Status: Non-Exempt

Starting Salary: $ 17.20 + per hour

Reports To: Supervisor, Information Technology Helpdesk

Positions Supervised: N/A

Job Summary

The help desk technician is responsible for managing day-to-day help desk services by answering telephone calls, replying to e-mails and responding to other inquiries related to IT services. This position also assists users with identifying IT problems and finding & executing resolutions.

Essential Job Functions and Performance Indicators

The intent of this job description is to provide a representation of the types of duties and level of responsibility that will be required of positions given this title. This job description shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.

Job Responsibilities and Execution

  • Resets user passwords for domains, voicemail and other university systems
  • Eradicates viruses, malware, spyware and other harmful programs from campus computers
  • Addresses appeals for aid and complication reports submitted by users
  • Assists users by resolving desktop issues and performing follow-up visits to ensure functionality
  • Installs software and hardware for users as requested, configuring software to user profiles when necessary
  • Compiles data regarding problem reports and submits problem solutions and close reports to the problem tracking system
  • Structures network settings to maximize communication functions within the network
  • Oversees the installation of updates and patches related to security for IT software


Service Excellence

  • Supports the mission of the university and serves as an ambassador of the Q2 culture of service excellence
  • Models, supports and holds others accountable to the university’s values – integrity, dedication, excellence, creativity and teamwork
  • Ensures that the university’s IT applications processes uphold the standards and mission of Lindenwood University


Communication, Teamwork and Collaboration

  • Confers with users to evaluate outstanding complications
  • Collaborates with users and resource experts to resolve requests and problem reports


Job may require other duties as assigned.

Required Qualifications – An equivalent combination of education, training and experience will be considered. Additional requirements may be designated by position.

  • Bachelor’s degree or equivalent combination of education and experience
  • Three or more years of experience with IT preferred


Knowledge, Skills and Abilities – May be representative, but not all inclusive, of the knowledge, skills and abilities necessary to perform this job competently.

  • Demonstrated ability to work effectively with individuals from diverse communities and cultures
  • Excellent written and oral communication skills
  • Highly organized with ability to direct multiple projects simultaneously
  • Ability to use good judgment, think critically and collaborate
  • Ability to coordinate with other departments
  • Advanced knowledge of how to leverage IT processes to assist the university in upholding its mission


Work Environment – Environmental or atmospheric conditions commonly associated with the performance of this job’s functions.

  • General office setting


Physical Abilities – The physical demands described below are representative of those that must be met by an employee to successfully perform this job’s essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

  • Ability to work effectively at a computer for up to eight hours daily
  • Ability to sit for extended periods of time
  • Regular attendance is a necessary and essential function


Equal Opportunity Employer

Lindenwood University is an Equal Opportunity employer. The University complies with appropriate federal, state, and local laws and provides equal employment opportunities and access to educational programs without regard to race, color, religion, gender, age, sexual orientation, gender identity, national origin, veteran status, disability, or any other protected status to all qualified applicants and employees. Lindenwood University is committed to a policy of non-discrimination and dedicated to providing a positive discrimination-free educational work environment.

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