Help Desk Technical Support Specialist

Posting Details

Requisition Number S803P Job Position Title Help Desk Technical Support Specialist Department Information Support Immediate Supervisor Title Director of Computer Support FLSA Non-exempt Grade 11 Union OPEIU Status Full-time Total Number of Authorized Work Hours per Week 36.25 Total Number of Authorized Work Weeks per Year 52 Advertised Rate of Pay $24.49 per hour (external) Position Summary

Monmouth University is seeking applications for two Help Desk Technical Support Specialists in the Information Support department.

The candidates would be expected to: Deliver thorough front-line technical support encompassing software, hardware, and various computer systems.

Employ diagnostic and remote access tools to troubleshoot issues, promptly escalating complex problems to management. Effectively gather and communicate pertinent information to the relevant teams for efficient resolution when required

This is an in-person, on-campus, non-remote position.

A full list of job duties is available at http://jobs.monmouth.edu.

Special Instructions to Applicants Required Skills or Software Intermediate knowledge of MS Word 2016, Intermediate knowledge of MS Excel 2016, Must be able to utilize a variety of computer software programs in order to successfully complete assigned tasks, Must be able to treat confidential and sensitive information appropriately Required Years of Experience 4 Required Degree, Licenses or Certifications Other Requirements

• Customer Engagement Expertise (Minimum four years): Proven excellence in delivering customer service within a fast-paced environment. Demonstrated ability to address diverse customer needs and provide effective support.

• Technical Background (Minimum one year): Completion of one year of technical school or equivalent practical experience across various systems, including Windows 10/11, macOS, and Microsoft 365 Apps. A robust foundation in technology is essential for success in this role.

• Exceptional Interpersonal Skills: The ideal candidate should exhibit a friendly and approachable demeanor in face-to-face, phone, and email interactions. Excellent communication skills are a prerequisite.

• Adaptability and Flexibility: Ability to adapt to evolving technology and learning environments. Stay abreast of the latest updates and trends in IT to contribute to a cutting-edge academic support environment.

• Professionalism and Service Excellence: Maintain a high level of professionalism while delivering top-notch service to customers. Uphold quality standards in all interactions to ensure a positive customer experience.

• Problem-Solving Skills: Demonstrate strong analytical and problem-solving abilities, particularly in efficiently diagnosing and resolving technical issues.

• Effective Communication: Excellent written and verbal communication skills to interact with diverse University constituents. The ability to convey technical information in a clear and understandable manner is essential.

• Collaborative Team Player: Work collaboratively with multiple departments and IT teams to ensure the seamless integration of technology into the academic setting. Contribute to a positive and cooperative work environment.

Preferred Qualifications

A+ Certification: Possess A+ certification, demonstrating proficiency in IT fundamentals, hardware, and software. This certification signifies a strong foundation in IT support.

Academic Work Experience: Proven work experience in an academic setting, showcasing the ability to provide technical support in an educational environment. Experience in addressing the unique challenges of academic technology needs is a plus.

Advanced Office Suite Proficiency: In-depth knowledge of Microsoft Office Suites, with the ability to troubleshoot, optimize, and provide support for users.

Posting Date 11/29/2023 Closing Date

Job Duties

Job Duties

Duty

Create and maintain e-mail aliases, as requested by the end user.

Regular or Occasional Regular Duty

Process new hire, temporary and termination tickets provided by HR and the Provost office in a timely manner.

Regular or Occasional Regular Duty

Diagnose all calls, chats, emails, service orders and walk-in requests for assistance in our ticketing system.

Regular or Occasional Regular Duty

Follow established guidelines, embrace balanced multitasking, and adapt to change for organizational success and personal growth.

Regular or Occasional Regular Duty

Safeguard sensitive information with utmost professionalism and care.

Regular or Occasional Regular Duty

Analyze and troubleshoot user issues with software, hardware, printing, WiFi/Network access, computer systems, and mobile devices. Resolve problems related (but not limited) to University-specific software and systems, such as SoftDocs Doc-e-Scan, TutorTrac, Ultimate Ultipro, Ellucian Colleague, Desire2Learn, Turning Point, and Kronos Workforce.

Regular or Occasional Regular Duty

Stay updated on software, workarounds, and trending issues. Adapt quickly to new questions and situations.

Regular or Occasional Regular Duty

Monitor all tickets for appropriate and timely action.

Regular or Occasional Regular Duty

Provide documentation and tips as needed in our ticket and knowledgebase support systems.

Regular or Occasional Regular Duty

Assist in the training of new personnel.

Regular or Occasional Occasional Duty

Other duties as assigned.

Regular or Occasional Occasional