IT Help Desk Technician

Old Dominion University
Virginia, United States
Salary Commensurate with experience
Posted Date
Jun 26, 2022

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Position Type
Administrative, Business & Administrative Affairs, Computer Services & Information Technology
Employment Level
Non-Tenured Track
Employment Type
Full Time

Information Technology Services (ITS) at Old Dominion University is seeking candidates for the IT Help Desk Technician (full-time, 12 month) position. The IT Help Desk Technician will provide customer service and support to all ODU faculty, staff, and students who receive the technology services provided by ITS. The customer’s ability to use those services and their total technology experience are directly impacted by the quality of customer service provided. This position will develop and maintain online technical support and documentation using various web-based technologies.

 Required Education: Considerable knowledge of customer service techniques to include understanding customer needs and effectively communicating options for problem resolution.

 Required Qualifications: Demonstrated knowledge of Microsoft operating systems. Demonstrated knowledge of Apple operating systems. Demonstrated knowledge of personal computer (Windows and OS X) hardware and software troubleshooting and resolution. Demonstrated knowledge troubleshooting Internet-based applications. Working knowledge of technologies applicable to business processes in a customer service environment. Demonstrated ability to effectively manage time. Excellent written and verbal communication skills. Excellent research skills. Considerable experience troubleshooting and supporting multiple software applications. Some experience troubleshooting and understanding mobile platforms and/or related mobile technology. Some experience troubleshooting Internet-based applications. Some experience sourcing, developing and/or managing content for documentation and publishing. Previous experience in a fast-paced, front-line technology support center.


Preferred Qualifications: Some experience providing facilitated technical training. Significant experience developing technical documentation. Significant experience following standard incident management techniques. Some knowledge of data communications protocols. Basic knowledge of Linux systems. Basic knowledge of system practices in a client/server environment. Significant experience working in a fast-paced, front-line technology support center. Some experience carrying out technical troubleshooting and supporting remote users. Prior experience supporting technology in higher education. Special licenses, registration or certification: Microsoft Certified Professional (MCP), Microsoft Certified Systems Engineer (MCSE), A+ certification. Bachelor’s degree in a computer related field or equivalent combination of knowledge and/or experience.

 Conditions of Employment: 40-hour work week Monday-Friday; Some evenings and weekends; rotating on call.

 Review Date: This position closes on June 27, 2022.

 Equity Statement:  It is the policy of Old Dominion University to provide equal employment, educational and social opportunities for all persons, without regard to race (or traits historically associated with race including hair texture, hair type, and protective hairstyles such as braids, locks, and twists), color, religion, sex or gender (including pregnancy, childbirth, or related medical conditions), national origin, gender identity or expression, age, veteran status, disability, political affiliation, sexual orientation or genetic information. Minorities, women, veterans and individuals with disabilities are encouraged to apply.

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