Michigan Technological University Houghton , MI 49931
Posted 2 weeks ago
The Help Desk Consultant provides the first level of support for customers of Information Technology at Michigan Tech. The Help Desk Consultant will receive, prioritize, document, and actively resolve IT help requests for University students, faculty, staff, and the broader campus community. The Consultant works collaboratively with other Information Technology professionals to provide superior user service to the entire campus in support of teaching, research, and learning. You will become part of a culture that empowers employees, treats them with respect, and encourages innovation and open communication.
Essential Duties & Responsibilities (other duties may be assigned)
Address requests for IT services and provide excellent customer service by:
Troubleshooting and resolving requests for IT services, on the phone, in person, email or through remote access utilities.
Working collaboratively as a member of a Tier 1 support team to diagnose & resolve networking, computer hardware, software, and operating system problems.
Working with other members of IT to coordinate appropriate hand-off and successful resolution of customer requests.
Contributing to the maintenance of support articles in our knowledgebase.
Performing other entry-level IT tasks as directed.
Demonstrating a customer service mentality in each interaction with our customers and co-workers.
Other duties as assigned.
Commit to learning about continuous improvement strategies and applying them to everyday work. Actively engage in University continuous improvement initiatives.
Apply safety-related knowledge, skills, and practices to everyday work.
Required Education, Certifications, Licensures (minimum requirements)
Required Experience (minimum requirements)
One year of professional experience in IT end user support, or equivalent professional experience, sufficient to demonstrate the following skill sets:
Demonstrated capability to troubleshoot & resolve Windows, Mac and Linux operating system issues.
Demonstrated capability to install applications and to troubleshoot & resolve application issues.
Demonstrated capability to troubleshoot & resolve identity/user account access issues, and user permission issues.
Demonstrated capability to provide IT issue resolution over the phone, in person, email or utilizing remote access utilities.
Experience with command line utilities, network printing, and file management.
Desirable Education and/or Experience
Required Knowledge, Skills, and/or Abilities (minimum requirements)
Ability to work independently and in an organized fashion.
Ability to apply critical thinking and sound judgement to technical issues, with strong problem-solving skills. Must be detail oriented and organized.
A strong customer service mentality demonstrated through excellent communication and interpersonal skills related to complex IT topics.
Demonstrated ability to communicate effectively across cultural boundaries and work harmoniously with diverse groups of students, faculty, and staff.
Demonstrated commitment to contribute to a safe work environment.
Desirable Knowledge, Skills, and/or Abilities
Work Environment and/or Physical Demands
Required Training and Other Conditions of Employment
Every employee at Michigan Technological University will receive the following 4 required trainings; additional training may be required by the department.
Required University Training:
Employee Safety Overview
Anti-Harassment, Discrimination, Retaliation Training
Annual Data Security Training
Annual Title IX Training
Background Check:
Offers of employment are contingent upon and not considered finalized until the required background check has been performed and the results received and assessed.
Other Conditions of Employment:
Please note that successful applicants are responsible for ensuring their eligibility to work in the United States (i.e. a citizen or national of the United States, a lawful permanent resident, a foreign national authorized to work in the United States without the need of an employer sponsorship) on or before the effective date of your appointment, and maintain eligibility without sponsorship throughout your appointment.
Michigan Technological University is an Equal Opportunity Educational Institution/Equal Opportunity Employer that provides equal opportunity for all, including protected veterans and individuals with disabilities
Full-Time Equivalent (FTE) % (1=100%)
1.00
FLSA Status
Non-Exempt
Appointment Term
Shift
1st Shift
Pay Rate/Salary
Negotiable based on experience & qualifications
Title of Position Supervisor
Director of IT Help Desk
Posting Type
Internal and External
Dependent on Funding
No
Special Instructions to Applicants (if applicable)
Additional Information
The Travelers Companies
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