JOB TITLE: Help Desk Technician
DEPARTMENT: Information Technology
REPORTS TO: Director of Information Technology
WORKS CLOSELY WITH: All College Departments
OVERVIEW OF POSITION
Help Desk support at The King's College is a critical_noemailponent of IT staffing as it allows the department to assist customers who are experiencing any procedural or operating difficulty with the use of_noemailputer, web-based applications, and products or services, including basic audiovisual technology support. Before_noemailplex and/or high priority problems are elevated to specialized support groups for resolution, the Help Desk Technician is responsible for ensuring that initial troubleshooting and diagnosis is done for the user. Furthermore, the Help Desk Technician carries out the_noemailplex solutions devised by senior IT staff to ensure that other staff are not distracted from their own responsibilities.
Competently, professionally, and enthusiastically representing the IT team to the greater TKC_noemailmunity while striving to embody a Christian work ethic
Carrying out a wide scope of IT solutions, creatively addressing a wide-variety of technology issues including but not limited to those relating to software, hardware, Windows platform, Mac platform, differing mobile devices, projectors, printers, copiers, etc.
Providing the TKC_noemailmunity with a wide variety of support services including walk-up service, phone support, remote diagnosis and resolution, customer education, email support, etc.
Aiming for proactive solutions that better the function of technology on campus, especially the classroom
Effectively_noemailmunicating solutions with users who have little to no technology understanding
Organizing IT issues and solutions using a ticketing system and reporting on these_noemailmon problems and fixes
Following up with customers to ensure satisfaction with the support provided
ESSENTIAL SKILLS & EXPERIENCE:
Possesses a college degree or has_noemailpleted some college course work
Can demonstrate experience working in a Help Desk setting or Help Desk-like situations
Must have a strong background in the use of Windows and MAC operating systems
Possesses strong problem-solving skills
Is self-sufficient, able to manage details, and has good follow-up skills
Speaks English as a primary language
Possesses excellent interpersonal skills _noemailfortable speaking with people face-to-face, on the phone and_noemailmunicates appropriately via email, text or chat)
Ability to honestly agree to The King's College Statement of Faith and work in a way that embodies Christian character
Capable of lifting 5 to 20 lbs. or more
Able to creatively address a wide variety of technology issues
Able to evaluate the best solution for a technology issue quickly, and knows when it is appropriate and necessary to escalate issues to senior staff members
Has a working knowledge of_noemailwork infrastructure insomuch as the terms switch, LAN, WAN, access point, and VLAN are not foreign
Able to_noemailfortably work with IT hardware, which may involve replacing hard drives, installing RAM, working with intricate laptop_noemailponents
Possesses a curiosity regarding new technology which is manifest in seeking various kinds of learning opportunities, whether formal or informal, and is_noemailfortable researching solutions to problems they might not have experience with
Maintains a clean and_noemailanized workspace
Commensurate with qualifications and experience.
EQUAL EMPLOYMENT OPPORTUNITY:
It is the policy of The King's College to provide equal employment opportunity for all applicants and employees who share its faith and mission. The King's College does not unlawfully discriminate on the basis of age, race, creed, color, national origin, military status, sex, disability, predisposing g_noemailic characteristics, and/or marital status.