Job Title: Technician, Information Technology Help Desk I
Division: Information Technology (IT)
Evaluation Group: Staff
FLSA Status: Non-Exempt
Starting Salary: $ 17.20 + per hour
Reports To: Supervisor, Information Technology Helpdesk
Positions Supervised: N/A
The help desk technician is responsible for managing day-to-day help desk services by answering telephone calls, replying to e-mails and responding to other inquiries related to IT services. This position also assists users with identifying IT problems and finding & executing resolutions.
Essential Job Functions and Performance Indicators
The intent of this job description is to provide a representation of the types of duties and level of responsibility that will be required of positions given this title. This job description shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.
Job Responsibilities and Execution
Resets user passwords for domains, voicemail and other university systems
Eradicates viruses, malware, spyware and other harmful programs from campus computers
Addresses appeals for aid and complication reports submitted by users
Assists users by resolving desktop issues and performing follow-up visits to ensure functionality
Installs software and hardware for users as requested, configuring software to user profiles when necessary
Compiles data regarding problem reports and submits problem solutions and close reports to the problem tracking system
Structures network settings to maximize communication functions within the network
Oversees the installation of updates and patches related to security for IT software
Supports the mission of the university and serves as an ambassador of the Q2 culture of service excellence
Models, supports and holds others accountable to the university’s values – integrity, dedication, excellence, creativity and teamwork
Ensures that the university’s IT applications processes uphold the standards and mission of Lindenwood University
Communication, Teamwork and Collaboration
Confers with users to evaluate outstanding complications
Collaborates with users and resource experts to resolve requests and problem reports
Job may require other duties as assigned.
Required Qualifications – An equivalent combination of education, training and experience will be considered. Additional requirements may be designated by position.
Bachelor’s degree or equivalent combination of education and experience
Three or more years of experience with IT preferred
Knowledge, Skills and Abilities – May be representative, but not all inclusive, of the knowledge, skills and abilities necessary to perform this job competently.
Demonstrated ability to work effectively with individuals from diverse communities and cultures
Excellent written and oral communication skills
Highly organized with ability to direct multiple projects simultaneously
Ability to use good judgment, think critically and collaborate
Ability to coordinate with other departments
Advanced knowledge of how to leverage IT processes to assist the university in upholding its mission
Work Environment – Environmental or atmospheric conditions commonly associated with the performance of this job’s functions.
General office setting
Physical Abilities – The physical demands described below are representative of those that must be met by an employee to successfully perform this job’s essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Ability to work effectively at a computer for up to eight hours daily
Ability to sit for extended periods of time
Regular attendance is a necessary and essential function
Equal Opportunity Employer
Lindenwood University is an Equal Opportunity employer. The University complies with appropriate federal, state, and local laws and provides equal employment opportunities and access to educational programs without regard to race, color, religion, gender, age, sexual orientation, gender identity, national origin, veteran status, disability, or any other protected status to all qualified applicants and employees. Lindenwood University is committed to a policy of non-discrimination and dedicated to providing a positive discrimination-free educational work environment.
Lindenwood University, often referred to as Lindenwood or LU, is a private, coeducational, liberal arts university located in St. Charles, Missouri. Founded in 1827 by George Sibley and Mary Easton Sibley, it is the second oldest higher-education institution west of the Mississippi River and since 1990 the fastest growing university in the Midwest. The University offers more than 120 undergraduate and graduate degree programs to more than 16,000 students a year through values-centered programs that lead to development of the whole person. Lindenwood is accredited by the Higher Learning Commission of the North Central Association of Colleges and Schools.