Student IT Help Desk-Hope Network

IT Help Desk-Hope Network

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.