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Helpdesk Support (Tier I)

Position Details

Classification Details

FLSA Status Non-Exempt

Position Information

Position Title Helpdesk Support (Tier I)
Position Type Staff
Employee Group Staff
Time Status Full-Time
Time Category Full Time (1560-2080 hours)
Annual Hours 2080
# of Months 12
Hours Per Week 40
Work Dates

July 1 – June 30

Campus Grantham

Position Description

Position Summary

This position is the client’s initial point of contact with the Help Desk and assists with computer repairs as needed. Researches and proposes appropriate AV components, digital media, and computer systems for multiple venues and projects.

Education Required

High School Diploma or equivalent; Associate’s degree preferred in a computer related field.

Education Preferred
Experience Required

Basic technology skills; prefer experience in technology support role.

Experience Preferred
Skills, Characteristics Required for Position

•Working knowledge of fundamental operations of relevant software, hardware and other equipment
•Ability to troubleshoot system problems
•Outstanding customer service skills
•Strong interpersonal skills
•Ability to multi-task under pressure
•Must have excellent verbal and written communication skills

Special Working Conditions

Must have a valid drivers license. Must be able to bend, squat, reach above and below. Must be able to lift 50 lbs. Participate in ITS rotating on-call.

Driving Requirements

N/A

Essential Employee N/A
Primary Duties
  • Respond to requests for technical assistance involving hardware and software in person, via phone, or electronically.
  • Work with the Director, Technology Support Services and the Director, Innovative Technologies to research, propose, and install appropriate AV components, digital media, and computer systems for classrooms, other venues and projects.
  • Redirect problems to appropriate resource, which may include the staff Helpdesk or student employees, as necessary.
  • Escalate problems to second level support personnel when appropriate via proper escalation procedures.
  • Assist with audio/visual classroom setup as requested.
  • Work with Manager, Student Computer Services to maintain classroom technologies and systems.
  • Further professional development by staying current in knowledge of policies and issues related to
    e-learning and learning technologies.
  • Seek ways to provide efficiency and provide team backup as needed.
Secondary Duties
  • Special projects as assigned.
  • Maintain consistent and reliable attendance.
Supervises: # of Administrative 0
Supervises: # of Staff 0
Supervises: # of Student 0-5
Posting Date 07/10/2017
Open Until Filled Yes
Application Deadline

Posting Specific Questions

Required fields are indicated with an asterisk (*).

Applicant Documents

Required Documents
  1. Cover Letter/Letter of Interest
  2. Personal Statement - Faith
Optional Documents