Help Desk Technician Position

3 weeks ago


Las Vegas, New Mexico, United States New Mexico Highlands University Full time
Job Summary

The Help Desk Technician position at New Mexico Highlands University is responsible for ensuring proper computer, telephone, printer, and classroom technology operation. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests. The successful candidate will provide excellent customer service to the campus community and guests.

Key Responsibilities

• Field incoming help requests from end-users in person, or via telephone or 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. Prioritize and escalate problems to the appropriate area within the ITS department, when level one support cannot solve the problem.
• Document user requests and problems, including all pertinent end-user identification information, including name, department, contact information, and nature of the request or problem.
• 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 skills.
• Excellent 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. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Minimum starting pay $18.76 per hour.
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