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
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
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
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.