Help Desk Technician I
University of Southern Mississippi
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- Location
- Hattiesburg, United States
- Job type
- Full time
- Posted
- Nov 7
- 1 day ago
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Career path
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About the company
University of Southern Mississippi
Higher education · 1,001 to 5,000 employees
What you'll do
- Respond to user questions and inquiries and provide diagnostic customer support
- Help manage the work order queue and facilitate timely issue resolution
- Update customers on work order status and record events, problems, and resolutions
- Collaborate with other iTech teams on IT projects and provide support during campus events
- Administer software products and continually work on the knowledge base
What you need
- Currently authorized to work in the United States full-time without visa sponsorship
Key skills
listening and communication skillstechnical supportdiagnostic customer supportwork order softwareremote assistancevirus scan
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Special Instructions to Applicants
Please include references.
Applicants must be currently authorized to work in the
United States on a full-time basis without the need for visa sponsorship. The
University will not sponsor applicants for work visas (e.g., H-1B).
Job Summary
Provides
technical support for customers through the Help Desk, cross trains with
Desktop Technicians, and works on a variety of projects within iTech and with
customers across the university.
Primary Duties and Responsibilities
Demonstrating excellent listening and
communication skills, responds to user questions and inquires via
telephone, email, web, remote, and other communication methods in order to
provide diagnostic customer support for desktop and personal computer
related problems. Determines source
of problem and resolves problem or coordinates the resolution with
available support staff.
Helps manage the work order queue and facilitate
the timely resolution of issues. Updates customer with status and
information about work order. Records
events, problems, and their resolutions in work order logs in order to
suggest possible improvements on procedures. Shares feedback or
suggestions from customers with the appropriate internal team(s).
Assists the Help Desk Technician II(s) in training
new employees. Works to maintain
cooperative and mutually supportive relationships between Help Desk
Technicians and Desktop Technicians.
Reports issues to the Customer Service Manager or Technology
Support Services Director.
Works with other teams within iTech for
collaborating IT projects. Provides
IT support during events on campus such as student orientation and
registration.
Administers certain software products such as work
order software, remote assistance, virus scan, etc. Continually works on
knowledge base for employee use.
Maintains and/or increases technical knowledge
through coursework, workshops, seminars and reading.
Performs other duties as
assigned.