Help Desk Technician

Position Information

Department/College Help Desk Services Position Title Help Desk Technician Job Category Staff Posting Number 00467 FLSA Non-Exempt Full or Part Time Full-Time Other Temporary No If Temporary, number of months

Position Summary Information

Duties

The primary function of the Help Desk Technician is to provide proactive user-support of numerous university systems including the learning management system, instructional technologies, and desktop computing for students, faculty, and staff.

ESSENTIAL FUNCTIONS:

• Provide Support for Athens State University Helpdesk

• Provide technical assistance to end-users by phone, by email, Zoom, and in-person.

• Manage help desk ticket intake process.

• Follow the established help desk ticket intake processes to capture contact information and complete description of the issue.

• Assign appropriate tier level support during intake

• Provide Tier 2 support that includes in-depth troubleshooting and backend analysis of hardware, software, network, e-mail, Banner and learning management system, and classroom instructional technology issues

• Improve and recommend Tier 1 troubleshooting procedures

• Monitor and address Tier 1 help desk tickets.

• Escalate unresolved issues to systems and network staff when required with documented analysis of the problem and attempted resolutions

• Create Helpdesk materials to empower end-users to resolve their own problems

• Assist in the development and modification of faculty, staff, and student orientations

• Provides input to Tier 1 Help Desk processes including troubleshooting hardware and software problems

• Continuously develop an understanding of the university products and extensive experience in troubleshooting and develop level 2 support skills by working with the university systems and participating in in-depth training as required

• Provide assistance with the deployment and management of desktop systems as a backup to the primary desktop technicians

• Provide Tier 1 classroom instructional technology support as needed.

• Serve as secondary support to instructional spaces including assistance with AV.

• Create and nurture a cooperative and collaborative atmosphere that emphasizes customer service and support

• Establish consistent expectations with all customers following established service protocols and timelines for efficient and effective service delivery

• Practice quality customer service in all interactions with the University community

• Work toward continuous improvement of the department through efficiency and end-user empowerment in support of the University mission

• Create and nurture a cooperative and collaborative atmosphere that emphasizes customer service and support

• Establish consistent expectations with all customers following established service protocols and timelines for efficient and effective service delivery

• Practice quality customer service in all interactions with the University community

• Works toward continuous improvement of the department through efficiency and end-user empowerment in support of the University mission

• Demonstrates flexibility and adaptability to changing work scope and task based on needs

• Proactively engages in problem solving related to tasks in this position with internal and external people

• Identify opportunities for improvements to work practices and offers viable solutions for implementation

• Routinely practice self-monitoring by assessing self to make improvements or take corrective action

• Actively work towards building cooperative and collaborative relationships with peers and internal customers

• Perform other duties as assigned.

Qualifications

QUALIFICATIONS REQUIRED:

• High School Diploma or GED

• Strong computer hardware and software skills (troubleshoot hardware/software issues) including: Microsoft Office Suite, web browsers, online information systems, and electronic mail

• Critical thinking and problem solving skills

• Interpersonal communication skills (written and verbal)

• Strong organization and multi-tasking skills

• Desire to provide great customer service and technical support

• Must be able to accommodate a flexible work schedule including evenings and Sunday afternoons.

QUALIFICATIONS PREFERRED:

• Bachelor's Degree in technology related field

• Work experience in a higher education setting supporting instructional technologies such as learning management systems/online courses, lecture capture, online storage, and portals.

• Using a work order ticketing system

• Experience with developing instructional training materials on various topic

Salary Schedule

Salary Band: N300

To view salary schedules, visit: https://www.athens.edu/about/offices/human- resources/salary-schedule-tables/

Salary will be commensurate with experience and qualifications

Posting Detail Information

University Information

Located in historic Athens, Alabama, Athens State University offers junior and senior-level coursework to community college graduates and transfer students holding sufficient credits from other institutions. Presently, over 3,100 students have selected Athens State because of its neighborly environment where 50 majors and degree programs are offered, with courses taught by a supportive and exceptional faculty. Approximately 80% of the students are enrolled in at least one online course. The typical student is a working adult who commutes. Recently, the University was featured in the 2015 Best Value Online College Rankings by OnlineU.org for four online programs including computer science, accounting, education and human resources. The University offers undergraduate degree programs in Liberal Arts, Teacher Preparation, and Business. The University employs more than 350 full and part-time employees with approximately 90 full-time faculty members in three colleges: College of Arts and Sciences, College of Business, and College of Education. Seventy-five percent of the full-time faculty members hold a terminal degree. The University is accredited by the Southern Association of Colleges and Schools Commission on Colleges.

Athens, Alabama is located in north Alabama equidistant between Nashville, TN and Birmingham, AL. Athens is home to several events and festivals that have been featured as the Southeast Tourism Society's "Top 20 Events in the Southeast" including the Athens Storytelling Festival and the Tennessee Valley Old Time Fiddlers Convention.

EEO Statement

Non-Discrimination Policy Statement Athens State University, as an equal opportunity/affirmative action institution, complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. Athens State University does not discriminate on the basis of race, color, national origin, age, marital status, gender, gender identity, gender expression, pregnancy, sexual orientation, disability, religion, genetic information, or veteran status in employment, or admissions to or participation in educational programs and activities. Inquiries or concerns may be addressed to the Office of the Provost/Vice President of Academic Affairs and Student Services, 300 N. Beaty St., Athens, AL 35611, 256- 233-8175.

Background Check Statement

In accordance with Athens State University Policy and guidelines, the applicant chosen for employment will be required to sign a consent form for a criminal background check. Employment will be contingent upon the receipt of a clearance notification from that criminal background check.

Close Date Open Until Filled Yes Special Instructions to Applicants

Unofficial transcripts should be from the college or university which verifies minimum qualifications for the position. Upon an offer of employment, official transcripts from all colleges and universities attended must be submitted. Continued employment is contingent upon receipt of transcripts from all colleges and universities attended. Please provide contact information for three professional references on your application. Include correct email addresses if available.

Additional Information

Athens State University participates in the E-verify System to verify employment eligibility for all newly-hired employees.

To view details or to apply, visit: https://jobs.athens.edu/

Review of applications will begin as soon as possible and remain "open until filled".

For assistance, contact the Human Resources Office at 256-216-3333 or email us at employment@athens.edu.