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Help Desk Technician
Job Description
Operating Title
Help Desk TechnicianLong Classification Title
INFORMATION SUPPORT TECHNICIANCampus Location
KeeneDepartment
KSC/ UNH IT TeamSummary of Position
The University System of New Hampshire and the Enterprise Technology & Services(ET&S) team invite applicants for a Help Desk Technician. The primary responsibility of this position is to apply technical knowledge and customer service skills to provide excellent technical support to all members of the University System of NH community in a variety of modalities (telephone, web-form, and walk-up) and as part of a 7-days-per-week support organization. This is a 12-month, 40 hours per week, non-exempt position with a starting pay range of $20.15 – $23.00 per hour, commensurate with experience, and complemented by a generous benefits package.
The ideal candidate thrives in a dynamic fast-paced environment and has a background in providing outstanding problem-solving skills and is a professional capable of working collaboratively with a talented team of IT professionals in an integrated service environment that supports both the Enterprise Technology and Services (ET&S) mission as well as the mission for local campuses across the state. Scope of services include technical desktop support for: Windows and Mac systems, desktop applications, printing, accounts/passwords, wired/wireless network connectivity, security practices and policies, configuration and troubleshooting of mobile devices; liaison services with other IT resources.
As a member of the Enterprise Help Desk Services team, you’ll work closely with key stakeholders across the organization to provide comprehensive Tier 1 technical support for all USNH IT services, and Tier 2 expert level support for select services. During ‘On-Point’ shifts, you will oversee Help Desk operations and student staff in the provisioning of support resources and troubleshooting on a wide range of ET&S IT products and services; ensure student staff is adhering to policies and standard operating procedures; monitor and analyze Help Desk incidents, make recommendations for continuous improvement.
This position is assigned primarily to the Keene State campus, however due to the enterprise nature of our support environment, temporary coverage at the other ET&S Help Desk locations may be necessary to meet the needs of the organization. Additionally, this position is considered essential staff in regard to curtailed operations coverage and work schedule may be modified as the needs of the organization change, with occasional schedule shifts to accommodate peak support periods, such as Back-to-School, semester start-up, fiscal year end, orientation and graduation, etc.
Acceptable minimum level of education
Associate'sAcceptable minimum years of experience
2 yearsAdditional Job Information
Applicants should be prepared to upload the following documents when applying online:
- Letter of application addressing the above responsibilities
- Resume
- Contact information for references
Application Deadline: Review of applications to begin immediately and will continue until the position is filled or otherwise closed at the College’s discretion.
Posting Number
PS4398FY24Other minimum qualifications
Associate’s Degree and two years support experience, Bachelor’s degree, or combination of education and experience equal to four years; demonstrated experience installing, configuring, diagnosing, and troubleshooting computer hardware/software, networked printers, and peripheral issues; experience configuring and troubleshooting wired and wireless network protocols on both Windows and Mac OS platform; proficiency in troubleshooting and usage of current Microsoft Windows, Mac OS and Microsoft Office; possess a strong commitment to high-quality customer service and have strong written and verbal communication skills with a demonstrated ability to make difficult technical concepts easy to understand. The ideal candidate will also have a demonstrated ability to excel both independently and as a team member in a lively, collaborative environment.
Additional Preferred Qualifications
Supervisory experience, prior experience working in a Help Desk or service Desk; experience in Higher Education and experience using a call tracking system; familiarity with ITSM principals; demonstrated knowledge and experience in usability/quality assurance procedures within a technical environment; willingness to be flexible, learn additional skills as required by changes that may occur within the organization. Additionally, the College has identified desirable qualifications that support our commitment to creating and maintaining a diverse campus community including the ability to speak a second language or to bring a multicultural perspective to the campus.
Salary Information
This is a 12-month, 40 hours per week, non-exempt position with a starting pay range of $20.15 – $23.00 per hour, commensurate with experience, and complemented by a generous benefits package which includes medical, dental, retirement, tuition, and paid time off. This position is part of the Keene State College Administrative Staff Association (KSCASA).
Quicklink for Posting
https://jobs.usnh.edu/postings/59396Percent Time Information (FTE)
1.0Grade
15EEO Statement
The University System of New Hampshire is an Equal Opportunity/Equal Access/Affirmative Action employer. The University System is committed to creating an environment that values and supports diversity and inclusiveness across our campus communities and encourages applications from qualified individuals who will help us achieve this mission. The University System prohibits discrimination on the basis of race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, veteran status, or marital status.
Institution Information
Keene State College is located in the scenic Monadnock region of Southwest New Hampshire, and is an affiliate of the University System of New Hampshire. Located approximately 2 hours from Boston or Hartford CT, and 4 hours from New York City, the region contains many opportunities to enjoy outdoor recreation, cultural events, and a strong sense of community. To learn more about Keene State College, the University System of New Hampshire, and the Keene community, please visit:https://www.keene.edu, https://www.usnh.edu/ or https://www.ci.keene.nh.us.
Posting Date
01/24/2024Open Until Filled
YesPosting Open to Internal Candidates Only?
NoInterested Internal Candidates Exist?
NoJob Category
Hourly Staff (Non-Exempt)Appointment Type
RegularDrivers License and Physical Requirements. Please check all items that apply.
None applicableDuty/Responsibility
Provide technical support to all members of the University System of NH community and solves the basic and advanced user hardware and software problems or questions including desktop computer hardware and software, wired/wireless network connectivity, and enterprise systems and software. Provides professional, courteous, prompt, and accurate support and solutions to users. Follows up and communicates ticket information to users as appropriate. Stays informed of changes to operating procedures, operating system, software, service level agreements, policies, and procedures that effect customers. Extensive use of call logging and tracking system to record, research, answer or refer customer inquiries. Escalates issues as appropriate.
Extensive use of ITSM software tools to process, record, research or dispatch customer service and restoration requests for all ET&S Services. Act as liaison with upper-level technical staff and customers in identifying trends, troubleshooting, and bringing issues to closure. Provides direction, communication, and guidance during service outages in accordance with established guidelines; provide continual improvement of customer service and satisfaction recommendations.
Meets or exceeds Help Desk Support metrics for first-contact problem resolution and customer satisfaction. Provides support for and assists with specific, defined projects and/or daily operational tasks as assigned by supervisor. This may include, but is not limited to the creation and maintenance of project information and/or KB documentation; information or specification gathering; data collection.
Duty/Responsibility
Supervises and coaches’ students working at Help Desk during their shift, to ensure that technology issues are being appropriately resolved, triaged, and documented. Assists the HD Team Lead with the selection and hiring of Student staff and participates in the annual review process for student employees. Provides aid, assistance, and training to Help Desk student workers in solving more advanced user’s problems and inquiries. Uses established supervisory support tools to document issues and resolutions and to maintain continuity across all shifts. Helps maintain online schedule for student staff and shift coverage for all open hours. Provides instruction and conducts basic training sessions, which may include training key users in application and/or system functionality.
Supervises specific, defined projects and/or manage daily operations of a project as assigned, which may include creation and maintenance of project information and documentation, such as task lists, charts, code-changes, data collection and metrics reporting, and specification
gathering.
Duty/Responsibility
Administers advanced and privileged technical support in areas such as student desktop wireless remediation, the creation, modification, and depreciation of department shared drives and locked accounts through Active Directory. Provides elevated support via administrative rights within M365 environment – in order to assist users with email list servs, group and teams’ creation and the creation of SharePoint sites, etc. Acts as a Jr. AD admin to resolve domain issues and install applications on university-owned endpoints. Creates and documents Sponsored User accounts requests and other account provisioning systems.
Maintains communications across the ET&S Help Desk Service Line to discuss best practices in efforts of maintaining our unified support. Seeks new ways to improve our support services.
Communicates service outages to ET&S leadership and campus constituencies as appropriate via normal and emergency communication methods. Maintains communications with appropriate ET&S staff and informs them – as well as the Help Desk Service Line Leader – of potential anomalies.
Duty/Responsibility
Opens and closes the building/office as directed by supervisor. Serves in the role of Essential Staff and provides support coverage during curtailed operations, emergency campus closures and as needed to support the needs of ET&S and the local campus to which they are assigned.
Maintains technology currency and relevancy. Uses resources to maintain and improve skills in area(s) of responsibility. Participates in intra-department cross training and other professional training as assigned. Works closely with Help Desk, Desktop Support, and other ET&S staff to acquire additional technical and non-technical knowledge.
Other duties as assigned.
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