HelpDesk Specialist - Washington & Jefferson College

Summary

The HelpDesk Specialist extends technical support to all Faculty, Staff and Students of W&J College. This position requires knowledge of Windows and macOS. Advanced IT skill set is essential to handle computer repairs; software installations, configurations, upgrades, systems security, malware detection and systems problem troubleshooting and resolution. The HelpDesk Specialist position will install, maintain, and configure laptops and desktops, local/network printers and multifunction devices. This is a Tier 1, front-line position which provides support of incoming requests to the HelpDesk via telephone, web portal and email. This position must accurately and timely track incidents and calls through the helpdesk ticketing system, HappyFox.

Primary Responsibilities

Regularly exercise discretion and judgment to insure that best IT practices are followed, and that continuous business operations which rely on technology are possible as indicated by the following examples:

• Provides Tier 1 HelpDesk support to end users on a variety of issues. Requires the ability to resolve technical problems in a timely manner by identifying, researching, tracking, and monitoring the issue.

• Document and manage web portal tickets, phone issues and emails, in the HappyFox ticketing system.
• Provide onsite and remote support for desktops, laptops, printers, JayPrint printers, mobile devices, scanners, copiers, fax machines, hardware repairs, software installations, or other fixes as determined.
• Works with hardware and software vendors to provide effective solutions and problem resolution for end user.
• Perform regular hardware and software maintenance to keep systems running in an optimal fashion, in accordance with College software standards.
• Diagnose, troubleshoot and provide solutions for desktop, network and enterprise technical issues.
• Deployment of various types of hardware and software, including, but not limited to desktops, laptops, and printers.
• Provide A/V support, to include video and web conferencing, for classrooms and meeting rooms.
• Assist with the support of security cameras on campus.
• Assist with Transact duties, such as, but not limited to; activation/deactivation of students, faculty, and staff, door access troubleshooting, work with Transact support when cash register issues arise.

Secondary Responsibilities

Work as a contributing member of the ITS team.

• Provide supervisors regular and detailed reports of progress on assigned tasks upon request.
• Attend training sessions, read instructional manuals, and read industry periodicals to maintain a current understanding of the various operating systems and maintained software.
• Prepare Knowledgebase articles as needed.

Qualifications

• 1 or more years of IT HelpDesk experience, or job related IT experience. Associates degree in an IT field of study or completion of IT Certifications is a plus.
• Experience in using, configuring, and troubleshooting Windows and macOS computer platforms in an active directory environment.
• Practical experience in systems security, user security at the client level, and installing third party software products.
• Must possess strong organizational, verbal and written communication skills.

Physical job requirements

• Must be able to transport moderately heavy objects, such as computers, monitors, devices, etc.
• Must be able to independently lift to 50 pounds.
• Bending, kneeling, carrying, lifting, pushing, pulling, reaching, sitting, standing, and walking required for this position.

Supervisory Duties

This position does not have supervisory responsibilities.

Disclaimer

The above declarations are not intended to be an all-inclusive list of the duties and responsibilities of the position described, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the position.

Job Description Status The duties and responsibilities listed in this job description are illustrative ones anticipated for this position. Other duties and responsibilities may be assigned as required. Washington & Jefferson College reserves the right to amend or change this job description to meet the needs of its programs. This job description and any attachments do not constitute or represent a contract.

Application Instructions

Apply for this job at https://washjeff.applicantpro.com/jobs/. Please submit a cover letter and resume. It is recommended that all documents be in PDF format and uploaded at one time. Review of applications will begin immediately.

Employee Benefits

Washington & Jefferson College offers a comprehensive benefit package for benefit eligible employees; including health, vision, and dental coverage, group life insurance, AD&D and LTD coverage, retirement plan, generous leave time, and the tuition benefit programs. These benefits add significantly to the employee's total compensation package.

Getting to Know W&J

Washington & Jefferson College is the best of both worlds: a small-town college setting in historic Washington, Pa., with easy access to the bustling business and cultural districts of nearby Pittsburgh, Pa. just 30 miles to the north. Founded in 1781, W&J College is a private, residential liberal arts college that is focused on student success. Our dedicated, experienced professors are passionate about teaching and work closely with our students to ensure that they receive a quality, comprehensive education. For more than 200 years, our alumni have influenced change in business, politics, medicine, and the arts and sciences as CEOs, lawyers, doctors, researchers, writers, teachers, and in many other equally worthy professions.

Celebrating Diversity

Washington & Jefferson College welcomes people of all backgrounds and beliefs who wish to participate in a diverse educational community. The College strives to be a place where all students, faculty, administrators and employees are able to live, study and work in an atmosphere free from bias and harassment. The College encourages civil debate and lively exchange of ideas in the belief that such exchanges promote understanding that will grow beyond simple tolerance of difference to embracing and celebrating the richness of diversity. Our graduates acquire knowledge and learn skills that help them thrive in a culturally diverse world.

Equal Opportunity Employer

Washington & Jefferson College W&J is committed to increasing diversity in our community and actively pursues individuals from all backgrounds. Additionally, W&J College complies with all applicable federal, state and local laws and provides equal opportunity in all educational programs and activities, admission of students and conditions of employment for all qualified individuals regardless of race, color, sex, religion, age, disability, sexual orientation, protected veteran status, gender identity, or national origin.