Description:
At the SUU IT Help Desk you will be providing first-level technical support to students, faculty, and staff, ensuring efficient and effective resolution of hardware, software, and network related issues. This role requires excellent communication skills, technical proficiency, and a commitment to delivering high-quality customer service.
Key Responsibilities:
- Technical Support: Provide first-level technical support for computer hardware, software, and network-related issues via phone, email, and in-person.
- Troubleshooting: Diagnose and resolve technical issues related to desktops, laptops, printers, projectors,mobile devices, and other peripherals.
- Customer Service: Deliver exceptional customer service by promptly responding to inquiries, providing accurate information, and ensuring users are kept informed of the status of their requests.
- Ticket Management: Utilize the IT ticketing system to log, track, and manage support requests, ensuring timely resolution and closure of tickets.
- Documentation: Maintain accurate documentation of support processes, procedures, and resolutions.
- Collaboration: Work closely with other IT team members to escalate complex issues and ensure comprehensive solutions.
- Training: Communicate effectively to enhance end-user understanding of IT systems and applications.
- Hardware Setup: Assist with the setup, configuration, and deployment of new computer systems and software applications and enroll devices in campus computer management systems.
Qualifications:
- Experience: Prior experience in an IT support role or help desk environment is a plus.
- Technical Skills: Proficiency with Windows and MacOS operating systems, Microsoft Office Suite, and common desktop applications. Knowledge of basic networking principles and troubleshooting techniques.
- Customer Service Skills: Strong interpersonal and communication skills with a focus on delivering excellent customer service.
- Problem-Solving: Ability to analyze and resolve technical issues efficiently and effectively.
- Time Management: Strong organizational skills with the ability to manage multiple tasks and prioritize workload.
- Certifications: CompTIA A+, Network+, or other relevant IT certifications are a plus but not required.