Helpdesk Support Specialist

Founded in 1917, Providence College (PC) is a premier Catholic liberal arts institution steadfastly committed to academic excellence through a dynamic core curriculum, a distinctive Development of Western Civilization Program, and abundant experiential learning opportunities. The only U.S. higher education institution administered by the Dominican Friars, PC is committed to providing a variety of opportunities for intellectual, social, moral, and spiritual growth in a supportive environment. Providence College believes that cultural and intellectual pluralism is essential to the excellence of its academic programs, and strives to foster an academic culture and campus community reflecting the global environment in which we live and work.

The approximately 105-acre campus is situated in Rhode Island’s capital city and is close to the many cultural and educational offerings of Rhode Island’s “renaissance city.” Additionally, Providence is located an hour from Boston and just a few hours from New York City.

For years, Providence College has been recognized in the U.S. News & World Report “Regional Universities – North Category” and has been commended by several other ranking publications.

Posting Details

Position Title Helpdesk Support Specialist Overview
Serve as an escalation point for IT undergraduate student employees. Supervise the IT Helpdesk and manage the Helpdesk graduate assistants and undergraduate student workers. Provide technical support and consulting services for students, faculty, staff, alumni, and parents. Provide technical support for classrooms, computer labs, and use of the campus networks. Essential Duties:
1. Provide technical support to students, faculty, and staff. Serve as an escalation point for IT student employees working at the Helpdesk. Act as the primary point of contact for all technical issues. Evaluate, respond to, and escalate issues as they are encountered.

2. Manage the daily activity of all graduate assistants and undergraduate student workers, including hiring and training new employees.

3 Create and maintain documentation on the use of technology services provided by the IT department. Work with the Assistant Director to ensure that documentation published on the website is current and relevant. Documentation for new services is written prior to roll-out of those services. Web pages are reviewed on a regular basis to ensure accuracy and relevancy of the information.

4. Assist the Assistant Director with the coordination of activities related to the arrival and return of students and faculty during the fall and spring semesters. Organize a training program for Helpdesk student (undergraduate and graduate) workers. Assist students and faculty with the configuration of their computers and mobile devices and the use of information technology resources.

5. Maintain general use computer labs and printers. Ensure computer labs and clusters are presentable and in working condition. Ensure printers are in working condition and maintain stock of paper and toner for public printers. Resolve issues with the print release system.

6. Provide assistance and backup to user support field technicians and Academic Media Services in support of classrooms and faculty/staff computer hardware. Ensure classroom technology and A/V equipment is in working condition. Assist technicians with setup and configuration of faculty and staff hardware. Marginal Duties:
Perform all other duties as may be required Education and Experience Required

• Bachelor’s degree from an accredited institution
• Two to three years of experience in a call center, helpdesk, or similar environment, or an equivalent combination of education and experience
• Experience working in a higher education environment is preferred
• Excellent verbal and written communication skills
• Strong analytical, organizational, and problem-solving sills
• Knowledge of Microsoft Windows and Apple macOS operating systems
• Knowledge of Microsoft Office
• Familiarity with malware removal tool

Physical Demands

• Sitting in a normal seated position for extended periods of time
• Reaching by extending hand(s) or arm(s) in any direction
• Finger dexterity is required to manipulate objects with fingers rather than with whole hand(s) or arm(s), for example, using a keyboard
• Communication skills using the spoken word
• Ability to see within normal parameters
• Ability to hear within normal range
• Ability to move about

Employee Status Full Time Union Status Non-Union Shift: If other, please enter regular schedule.
The regular hours for this position are Monday through Friday 8 am to 4 pm. Night and weekend work may be required as needed. EEO Statement
Providence College does not discriminate against any person because of race, color, national and ethnic origin, sex, gender, except where gender is a bona fide occupational qualification, sexual orientation, gender identity, religion, disability, age, veteran status, or genetic information. The College will develop, and from time to time update, an affirmative action program and will insist on a good-faith effort on the part of its employees to comply with the program. The College will request and expect its agents and those with whom it conducts its affairs to meet the commitment of this important program.
Requisition Number AS570P Closing Date Open Until Filled Yes Special Instructions to Applicants Supplemental Questions

Required fields are indicated with an asterisk (*).

1. * We require all employees to be vaccinated. Are you vaccinated or have a valid medical or religious exemption from receiving a COVID-19 vaccine?
   • Yes
   • No
2. * Are you available to work nights and weekends as required?
   • Yes
   • No

Documents Needed To Apply
Required Documents

1. Resume
2. Cover Letter

Optional Documents