Help Desk Consultant

Apply now (https://secure.dc4.pageuppeople.com/apply/1021/gateway/default.aspx?c=apply&lJobID=493576&lJobSourceTypeID=796&sLanguage=en-us) Job No: 24142

Department: Information Technology

Work Type: Staff - Full Time

Location: Main Campus (Houghton, MI)

Full Time / Part Time: Full Time

Categories: Information Technology

Department: Information Technology

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Michigan Technological University is an Equal Opportunity Educational Institution/Equal Opportunity Employer that provides equal opportunity for all, including protected veterans and individuals with disabilities.

If you require any auxiliary aids, services, or other accommodations to apply for employment, or for an interview, at Michigan Technological University, please notify the Human Resources office at 906-487-2280 or humanresources@mtu.edu.

Job Description Summary

The Help Desk Consultant provides the first level of support for customers of Information Technology at Michigan Tech. The Help Desk Consultant will receive, prioritize, document, and actively resolve IT help requests for University students, faculty, staff, and the broader campus community. The Consultant works collaboratively with other Information Technology professionals to provide superior user service to the entire campus in support of teaching, research, and learning. You will become part of a culture that empowers employees, treats them with respect, and encourages innovation and open communication.

Essential Duties & Responsibilities (other duties may be assigned)

Address requests for IT services and provide excellent customer service by:

• Troubleshooting and resolving requests for IT services, on the phone, in person, email or through remote access utilities.

• Working collaboratively as a member of a Tier 1 support team to diagnose & resolve networking, computer hardware, software, and operating system problems.

• Working with other members of IT to coordinate appropriate hand-off and successful resolution of customer requests.

• Contributing to the maintenance of support articles in our knowledgebase.

• Performing other entry-level IT tasks as directed.

• Demonstrating a customer service mentality in each interaction with our customers and co-workers.

• Other duties as assigned.

• Commit to learning about continuous improvement strategies and applying them to everyday work. Actively engage in University continuous improvement initiatives.

• Apply safety-related knowledge, skills, and practices to everyday work.

Required Education, Certifications, Licensures (minimum requirements)

• Bachelor’s degree or an equivalent combination of education and/or experience.

Required Experience (minimum requirements)

• One year of professional experience in IT end user support, or equivalent professional experience, sufficient to demonstrate the following skill sets:

• Demonstrated capability to troubleshoot & resolve Windows, Mac and Linux operating system issues.

• Demonstrated capability to install applications and to troubleshoot & resolve application issues.

• Demonstrated capability to troubleshoot & resolve identity/user account access issues, and user permission issues.

• Demonstrated capability to provide IT issue resolution over the phone, in person, email or utilizing remote access utilities.

• Experience with command line utilities, network printing, and file management.

Desirable Education and/or Experience

• Experience supporting end users in a higher education environment.

Required Knowledge, Skills, and/or Abilities (minimum requirements)

• Ability to work independently and in an organized fashion.

• Ability to apply critical thinking and sound judgement to technical issues, with strong problem-solving skills. Must be detail oriented and organized.

• A strong customer service mentality demonstrated through excellent communication and interpersonal skills related to complex IT topics.

• Demonstrated ability to communicate effectively across cultural boundaries and work harmoniously with diverse groups of students, faculty, and staff.

• Demonstrated commitment to contribute to a safe work environment.

Desirable Knowledge, Skills, and/or Abilities

• Demonstrated success in, or potential future contributions to, working with persons from diverse backgrounds, creating a sense of belonging, and fostering a fair, objective, welcoming place to work for persons with a wide variety of personal characteristics and viewpoints.

Work Environment and/or Physical Demands

Required Training and Other Conditions of Employment

Every employee at Michigan Technological University will receive the following 4 required trainings; additional training may be required by the department.

Required University Training:

• Employee Safety Overview

• Anti-Harassment, Discrimination, Retaliation Training

• Annual Data Security Training

• Annual Title IX Training

Background Check:

Offers of employment are contingent upon and not considered finalized until the required background check has been performed and the results received and assessed.

Other Conditions of Employment:

Please note that successful applicants are responsible for ensuring their eligibility to work in the United States (i.e. a citizen or national of the United States, a lawful permanent resident, a foreign national authorized to work in the United States without the need of an employer sponsorship) on or before the effective date of your appointment, and maintain eligibility without sponsorship throughout your appointment.

Michigan Technological University is an Equal Opportunity Educational Institution/Equal Opportunity Employer that provides equal opportunity for all, including protected veterans and individuals with disabilities

Full-Time Equivalent (FTE) % (1=100%)

1.00

FLSA Status

Non-Exempt

Appointment Term

Shift

1st Shift

Pay Rate/Salary

Negotiable based on experience & qualifications

Title of Position Supervisor

Director of IT Help Desk

Posting Type

Internal and External

Dependent on Funding

No

Special Instructions to Applicants (if applicable)

Additional Information

Required Education, Certifications, Licensures* (minimum requirements)

Advertised: 15 May 2024 Eastern Daylight Time

Applications close: