Help Desk Agent II-5

1 month ago

Commerce, United States InsideHigherEd Full time
Job TitleHelp Desk Agent II-5AgencyTexas A&M University - CommerceDepartmentChief Information OfficerProposed Minimum SalaryCommensurateJob LocationCommerce, TexasJob TypeStaffJob Description

INSTRUCTIONS TO APPLICANT:

During the application process the “My Experience” page has a section provided “Attachments (Resume/CV, References, Cover letter, etc.)” to upload required documents.

  • Use the Upload button to add each document.
  • You will be able to upload up to 5 documents. Be aware that the maximum size allowed for any one document is 5MB.
  • All documents must be electronically submitted through the Texas A&M Online Employment Services website to be considered.
  • Incomplete or improperly submitted applications may be excluded from consideration.

Please provide the following documents:

  • Cover Letter
  • Resume/CV
  • Three professional references with complete contact information (Unsolicited letters of recommendation will not be considered).
  • Transcripts (Unofficial will be accepted with application. Official transcripts are required at time of verbal offer).
    If transcripts are from an international institution, it is the responsibility of the applicant to have the transcripts translated and evaluated by an approved credential evaluator.

Please do not withdraw your application in an attempt to upload a missing document. If you need assistance with this or any other matter, please contact us at HR.Hiring@tamuc.edu.

Provide tier 2 technical support to customers both over the phone using remote support tools and in person. The Help Desk Technician will be using their technical skills and expertise to resolve issues and properly ensure that complex and/or high priority problems are elevated to specialized support groups for resolution when needed. Acts as initial contact for customers and assists in providing user-level technical support. Routinely receives guidance and training to support the needs of the department.

DUTIES & RESPONSIBILITIES:
  • Answers calls using call center solution and provides information, technical support, or escalation as needed
  • Provides support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy
  • Determines the most effective manner to resolve customer's technical issue
  • Records required customer and incident information in an IT ticketing system. Updates tickets with appropriate entries of activities, and closes tickets with resolution entered upon completion
  • Follows basic quality techniques in both processes and services to ensure the organization’s quality standards are met
  • Resolves Level 1 and Level 2 work orders. Elevates complex and/or high priority problems to the appropriate support groups for resolution
  • Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up
  • Works on Help Desk related projects as assigned by the Sr. Help Desk Agent
  • Contribute to knowledge base articles and documentation of incident resolution
  • Manage ticket queue and routing to correct technical support team
  • Adhere to defined metrics outlined by Sr. Help Desk Agent
  • Effectively, professionally, and respectfully represents other Information Technology staff members, teams, and their services to the client community
  • Assists staff with demonstrations of software applications. May provides training on the use of widely used applications and various specialized software applications.
  • Assists in developing documentation for internal use.
  • Assists users with new technology deployments.
MINIMUM REQUIREMENTS:
  • Education and Experience: High School Degree or GED.
  • Knowledge / Skills: Three years work experience. Must be able to work in a fast-paced environment while being able to think critically. Proficiency using Microsoft and MAC operating systems and Office. Advanced Proficiency in Microsoft Office Products, including troubleshooting, usage, etc.
  • Ability to: Answer calls and converse for lenthy amount of time
  • Licensing/Professional Certifications:
  • Physical Requirements:
  • Other Requirements:
PREFERRED EDUCATION / SKILLS/ EXPERIENCE:
  • Call center experience
  • IT Experience in intermediate troubleshooting, client relations, formulating and contributing ideas,
  • Knowledge of the Information Technology Interface Library (ITIL).
SUPERVISION OF OTHERS:

None

All positions are security-sensitive. Applicants are subject to a criminal history investigation, and employment is contingent upon the institution’s verification of credentials and/or other information required by the institution’s procedures, including the completion of the criminal history check.

Equal Opportunity/Affirmative Action/Veterans/Disability Employer.

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