SUMMARY :
This position requires someone who is personable, has great communications skills, pays close attention to the details, and has a lot of patience when dealing with users who have a wide range of PC experience (from very knowledgeable to someone who has never touched a PC).
These responsibilities are performed in an ethical manner consistent with the University’s mission, vision, and values which include diversity, equity and inclusion.
RESPONSIBILITIES :
- Acts as Level One Help Desk Support for approximately 3000 users.
- Provides both phone and email support.
- May work with (or have access to) HIPAA privacy classified information.
- Reads, classifies, responds to, or re-assigns incoming Helpdesk Requests to either Technical Services Team or Business Applications Team.
- Processes approximately 30 to 50 Help desk Requests Tickets a day.
- Remotely connects to end user’s PC to fix problems.
- Help out Inventory Team to keep track of PC parts that are being deployed. Additional duties as assigned.
QUALIFICATIONS :
- Must be comfortable with Microsoft (MS) Windows XP and 7 operating systems (some 8).
- High School Diploma or GED equivalent
- Must be enrolled in a minimum of 6 credit hours as an undergraduate student or 3 credit hours as a graduate student while meeting the standards of academic progress
- Must be work study eligible.
- In-depth understanding of MS Office 2007 products (Word, Excel, Power Point).
- Must know basics about MS Exchange and Outlook email. Will train on how to setup user account.
- Able to remotely setup printers / scanners.
- Remotely install and configure software.
- Remotely connect and diagnose PC / hardware / Windows problems.
- Having own transportation for occasional delivers local to Grand Rapids is a plus.
- Exceptional Customer Service and a love for working with people is a must.
- Business office environment. Prolonged sitting and standing. Use of personal computer and telephone (eye and hand strain).
- Some travel between locations may be required (own transportation). No regular lifting requirements, occasional lifting up to 35 pounds.
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