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Help Desk Technician
1 month ago
Job Summary
The Help Desk Technician at New Mexico Highlands University provides technical support to the campus community, ensuring the proper operation of computer systems, printers, and other technology. This role involves receiving and resolving end-user help requests, providing excellent customer service, and collaborating with team members to improve internal processes.
Key Responsibilities
- Field incoming help requests from end-users in person, via telephone, or via email, in a prompt, courteous, and professional manner.
- Perform general problem-solving and assistance on a variety of software applications and hardware systems supported by ITS.
- Document user requests and problems, including all pertinent end-user identification information.
- Handle confidential information with discretion.
- Manage computer accounts by assisting users with password change/reset and extending expired accounts as appropriate.
- Collaborate with team members to make recommendations for improved internal processes and improved customer service experience.
Requirements
- Associate's degree in any field and 1 year of demonstrated experience providing technology support or an equivalent combination of education and experience are acceptable.
- Excellent communication and customer service skills.
- Functional and technical knowledge of Windows and Mac OS.
- Functional and technical knowledge of Office 365, Brightspace, and ZOOM.
Working Environment
The work is performed in an office/classroom setting. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
