Help Desk Technician

To enrich education through diversity, The College of New Jersey is an Equal Opportunity Employer. The College has a strong commitment to achieving diversity among faculty and staff, and strongly encourages women and members of underrepresented groups to apply.

The Help Desk Technician is a full-time position reporting to the Director of User Support Services. This is an on-site position with an established work schedule, however the position may also require the ability to work off hours and weekends as necessary to support the needs of the campus. 

Responsible for ensuring an outstanding level of customer service by providing direct IT support to students, faculty, and staff in their College activities. Provides Tier 2 support to end users for personal computing devices, server applications, and hardware. Handles problems that the first-tier of Help Desk support is unable to resolve. Provide administrative support and reporting. 

Will work at a desk, however in order to provide high quality, responsive service, this position will have the opportunity to respond to service calls in person. Must be able to handle high call volume while gathering information and researching protocols. 

Main Responsibilities:

• Responsible for providing direct support to end users to address software and hardware issues and resolve incidents related to Credentialing, Enterprise Applications, End user devices including desktop, laptop, tablet, mobile devices, phones, phone systems, Classroom/Conference room technologies, Printers/Copiers and other technologies
• Responsible for the daily operation of the Help Desk including responding to voice, email and walk-in service requests. Receives, updates, documents, resolve, and/or escalate support calls using TeamDynamix.
• generates and coordinates service requests for specialized technical support as required
• Actively participate to deliver timely and accurate notifications to the campus community; communications include system outage notifications, special announcements, and general IT notifications.
• Assists the Computer Repair Center team with technical support for installing and configuring IT hardware (such as PCs, laptops, printers, and mobile devices) and software programs (such as Microsoft Office 365,  applications
• Responsible for developing, implementing, and managing websites and pages for Help Desk and/or IT projects
• Develop and provide training (both in person and hybrid) of campus applications to faculty and staff as needed.  Assist in development and creation of video based training content.
• Create and update knowledge articles in Wiki, documentation, and webpages
• Maintain current knowledge of new and emerging technologies

Required Qualifications: 

• Bachelor's Degree or equivalent knowledge, skills and experience in an area related to technology support.
• Excellent communication skills, which allow for troubleshooting and problem solving via oral and written communication.
• Knowledge of all supported versions of Zoom, Microsoft Windows, Apple Macintosh OS, Microsoft Office, various browsers, internet apps and computer diagnostic tools.
• 3 years of prior or more of experience working in an IT Help Desk troubleshooting tickets required.
• Ability to provide a positive customer service experience to those with inquiries.
• Ability to exercise initiative, use independent judgment, work and communicate well with a widely diverse population of customers and co-workers.
• Excellent written and verbal communication skills

Physical Demands:

• Be able to life 50 lbs.
• Be able to sit/stand for long periods of time.

Employer Qualifications:

• Final offer of employment is contingent upon the successful completion of background check and reference checks.
• COVID-19 Testing and Compliance - The College has a mandatory COVID-19 vaccination requirement. To learn more, please read the policy here: COVID-19 Requirements and Protocols. You will be required to show proof of COVID-19 vaccination to the Human Resources office prior to your first day of employment. https://hr.tcnj.edu/covid-19-employee-info/

About TCNJ

TCNJ is a highly selective institution that has earned national recognition for its commitment to excellence. Founded in 1855, TCNJ has become an exemplar of the best in public higher education and is consistently acknowledged as one of the top comprehensive colleges in the nation. TCNJ currently is ranked as one of the 75 "Most Competitive" schools in the nation by Barron's Profiles of American Colleges and is rated the No. 1 public institution in the northern region of the country by U.S. News & World Report. TCNJ was named the #10 value in public higher education by the Princeton review in 2009 and, in 2006, was awarded a Phi Beta Kappa chapter - an honor shared by less than 10 percent of colleges and universities nationally. A strong liberal arts core forms the foundation for programs offered through TCNJ's seven schools - Arts & Communication; Business; Education; Humanities and Social Sciences; Science; Nursing, Health, and Exercise Science; and Engineering. TCNJ faculty members are teacher-scholars who share a commitment to liberal learning. TCNJ is located within an hour, by train, of New York City and Philadelphia. The College's campus is set on 289 tree-lined acres in suburban Ewing Township and is known for its natural beauty and has 39 major buildings, including the fourth-best college library in the nation, according to the Princeton Review.

Contact Information

Qualified candidates should apply online and submit a letter of interest, resume (CV), as well as the names and contact information for three professional references.  Please apply to the following link: https://tcnj.taleo.net/careersection/00_ex_staff/jobdetail.ftl?job=22000016&lang=en