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Job Description:

Location: Wooster, OH Category: Staff Posted On: Wed Jul 17 2024 Job Description:

Summary:

The Helpdesk Technician provides technical support for end users covering software, hardware, network, and printing issues.  They troubleshoot various equipment including printers and fax machines. This position will directly supervise Student Technology Assistants (* STAs *).  This position also contributes to maintaining departmental web/intranet presence. They will also assist with computer setup, configuration, and data transition during upgrades or system failures.  

 

Essential Departmental Duties and Responsibilities:

  • Demonstrates a commitment to the College’s mission instills this in the Student Technology Assistants (STAs).
  • Works independently to provide the campus with technology support.
  • Acts as a liaison between Technology Services and other departments across campus to communicate technical issues.
  • Manages Knowledge base information to provide consistent support.
  • Identifies and implements process improvements.
  • Collaborates with others to determine expected service levels.
  • Manages and maintains Help Desk support documentation.
  • Maintain a clean Helpdesk environment.
  • Triages desktops, notebooks, mobile devices, software, and connectivity issues.
  • Fills-in at the desk or on phone coverage as needed to cover for STAs.
  • Assist with end user computer setup and transition.
  • Coordinates with the copier and printer service provider.
  • Aids in IT equipment training, maintenance, and classroom/lab technology.
  • Assists with physical inventory for faculty and staff devices.
  • Supports financial and technology assistance programs for faculty, staff, and students.
  • Contributes to the management and updates of website information and formatting.
  • Addresses individual student, faculty, staff, and parent questions.
  • Promotes customer-centric principles and philosophies as appropriate.
  • Develops annual goals and objectives for the Help Desk and Student Technology Assistants (STA’s) with the Technology Services Team.
  • Manages the STAs program for the department.
  • Demonstrates knowledge and familiarity with standard technologies, services, and applications.
  • Creates and maintains positive relationships with internal and external constituents.
  • Participates as appropriate in college-wide organizations, committees, task forces, etc.
  • Seeks out relevant educational opportunities to assist the College.
  • Performs other duties as assigned.

Job Requirements:

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

 

Education and/or Experience:

  • Customer service experience
  • Experience working in a fast-paced and challenging workplace environment.
  • B.A/B.S or equivalent combination of education and practical experience
  • Experience managing students and projects.

 

Knowledge Skills and Abilities:

Skills:

  • Works independently on assigned tasks.
  • Ability to think critically and creatively. 
  • Ability to work as an effective member of a team.
  • Ability to manage time and multi-task.
  • Organized and detail oriented.

Knowledge: 

  • Demonstrates knowledge and familiarity with standard technologies, services, and applications.
  • Extensive knowledge of Office 365 client applications (as well as cloud services) and how to apply their capabilities to solve client needs.
  • Ability to write routine reports and correspondence.
  • Ability to interpret documents such as usage manuals.

Abilities: 

  • Continue training and knowledge growth within the field.
  • Maintain and grow skillset as technology and solutions evolve.
  • Ability to maintain confidentiality and handle sensitive information with discretion.              

 

Work Environment: 

  • Although this position typically staffs during normal business hours, the schedule must be flexible to accommodate events, requests, and installations that are occasionally in the evenings and on weekends.
  • This role is in an office environment.
  • This is a primarily sedentary role but requires some delivery and travel between buildings and departments.
  • The noise level in the work environment is usually moderate.

 

Physical Demands:

  • Frequently required to repair computers and peripherals, thus, close vision and precise dexterity is required.
  • Lifting and/or moving of up to 50 pounds; lifting and moving of items of greater weight is typically assisted by hand cart.
  • Occasionally required to climb or balance and stoop, kneel, crouch, or crawl
  • Use of a ladder is possible.
  • Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and the ability to adjust focus.

Additional Information:

The College of Wooster does not discriminate on the basis of race, color, sex/gender, gender identity, gender expression, medical condition, political affiliation, religion, creed, ethnicity, national origin (including ancestry), citizenship status, disability, age, marital status, family responsibilities, sexual orientation, veteran or military status, predisposing genetic characteristics, domestic violence victim status, or any other characteristic protected by institutional policy, or by state, local, or federal law. All offers of employment are subject to verification of the legal right to work in the United States as required by federal law. The College of Wooster is committed by policy and practice to diversity, equity and inclusion. For more information see our nondiscrimination policy.