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Technician, Information Technology Help Desk I

Job Details

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.

Benefits of Being a Lindenwood Employee:
  • Employer-paid tuition benefits for bachelor’s (employee, spouse, and dependent) and master’s degree programs (employee and spouse only)
  • Tuition discounts for doctoral programs (employee only)
  • Comprehensive benefits plan: medical, dental, vision, life insurance, disability insurance, and retirement options
  • Paid holidays: MLK Jr. day, Good Friday, Memorial Day, Independence Day, Juneteenth, Labor Day, Thanksgiving break (Wednesday – Friday), and winter break (Dec. 23 – Jan. 1)
  • Free lunch Fridays: LU employees are eligible for a free meal on Fridays at the Evans Commons Dining Hall or Spellman Dining Hall; Chick-fil-A and Qdoba included.
  • Professional development opportunities through the Lindenwood Learning Academy
JOB TITLE SUMMARY

Job Title: Technician, Information Technology Help Desk I

Division: Information Technology (IT)

Evaluation Group: Staff

FLSA Status: Non-Exempt

Reports To: Supervisor, Information Technology Help Desk

Positions Supervised: N/A

Job Summary

The technician, IT help desk I provides day-to-day help desk services by answering telephone calls, replying to e-mails, and responding to other IT services-related inquiries. This position assists users with identifying IT problems and finding and executing resolutions. This role also assists with copy center operations.

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
  • Assists users in the removal of computer viruses, malware, spyware, and other harmful programs
  • Installs and configures software for users as requested
  • Actively monitors campus ticketing system and seeks out resolutions to requests
  • Prioritizes workload based upon importance/urgency of individual requests
  • Assists with the creation and troubleshooting of University-issued IDs
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
  • Assists users by troubleshooting issues until completion; escalates items to appropriate team(s) as needed
Communication, Teamwork, and Collaboration
  • Works with users to troubleshoot or identify technical or complex issues
  • Communicates with team members to resolve or escalate service requests
  • Gathers and enters necessary information/details into ticketing application
  • Communicates with users during any service request, providing regular status updates until completion/resolution
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.
  • High school diploma
  • Bachelor’s degree preferred
  • Minimum of 1-year related experience 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 verbal and written communication skills
  • Highly organized with ability to direct multiple projects simultaneously
  • Ability to use good judgment and think critically
  • Ability to prioritize user requests correctly by using insight and analyzing circumstances
  • Excellent collaborative skills
  • Ability to coordinate with other departments
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
  • Ability to lift to 50 pounds
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.

Company

Lindenwood University

Founded in 1832, Lindenwood is a dynamic four-year institution dedicated to excellence in higher education. Our historic campus is situated in the heart of Saint Charles, Mo., a growing community of more than 65,000 just west of St. Louis.

Lindenwood University is known nationally and internationally for innovation, entrepreneurship, and extraordinary dedication to students. We believe that education is the way to personal freedom and responsibility, which are the keystones of any democracy. We have a heritage that dates back nearly 200 years. In that time, we have learned how to educate in a way that helps each student become an enlightened, principled citizen of a global community.

Lindenwood is an independent institution firmly rooted in Judeo-Christian values. Those values include belief in an ordered, purposeful universe, the dignity of work, the worth and integrity of the individual, the obligations and privileges of citizenship, and the primacy of truth.

Lindenwood is a great place to work, and we would love for you to join us as we strive daily to accomplish our University mission: REAL EXPERIENCE. REAL SUCCESS. Enhancing lives through quality education and professional preparatory experiences.

Lindenwood University is home to over 800 full- and part-time faculty and over 400 staff members that work together to provide more than 100 degree programs to students from every state and over 70 countries through values-centered education that lead to development of the whole person.

Our faculty, staff, and administration are committed to an integrative curriculum that focuses on the talents, interests, and future of our students. 

Lindenwood values its employees and provides MANY employee perks including great tuition benefits!

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