Help Desk Technician I

Help Desk Technician I

The University of Southern Mississippi is currently accepting applications for the position of Help Desk Technician I.

Position Details

Location

Hattiesburg


118 College Drive
Hattiesburg, Mississippi, 39406-0001
United States

Division
iTech Administration

Position Type
Staff

Employment Status
Full Time

Grant Funded
No

Salary Range
14.38 - 19.45

Pay Grade

N05

Posting Close Date
Open Until Filled

Special Instructions to Applicants
Please include references.

Applicants must be currently authorized to work in the
United States on a full-time basis without the need for visa sponsorship. The
University will not sponsor applicants for work visas (e.g., H-1B).

Job Summary
Provides
technical support for customers through the Help Desk, cross trains with
Desktop Technicians, and works on a variety of projects within iTech and with
customers across the university.

Primary Duties and Responsibilities

1. Demonstrating excellent listening and
   communication skills, responds to user questions and inquires via
   telephone, email, web, remote, and other communication methods in order to
   provide diagnostic customer support for desktop and personal computer
   related problems. Determines source
   of problem and resolves problem or coordinates the resolution with
   available support staff.
   


2. Helps manage the work order queue and facilitate
   the timely resolution of issues. Updates customer with status and
   information about work order. Records
   events, problems, and their resolutions in work order logs in order to
   suggest possible improvements on procedures. Shares feedback or
   suggestions from customers with the appropriate internal team(s).
   


3. Assists the Help Desk Technician II(s) in training
   new employees. Works to maintain
   cooperative and mutually supportive relationships between Help Desk
   Technicians and Desktop Technicians.
   Reports issues to the Customer Service Manager or Technology
   Support Services Director.
   


4. Works with other teams within iTech for
   collaborating IT projects. Provides
   IT support during events on campus such as student orientation and
   registration.
   


5. Administers certain software products such as work
   order software, remote assistance, virus scan, etc. Continually works on
   knowledge base for employee use.
   


6. Maintains and/or increases technical knowledge
   through coursework, workshops, seminars and reading.
   


7. Performs other duties as
   assigned.

Minimum Qualifications
Associate’s degree from an
accredited college or university in a computer-related field and a minimum of
two years’ experience in a desktop support position or a high school
diploma/GED and a minimum of four years’ experience in a desktop support
position. Directly related experience
may be substituted for the education requirement on a year-for-year basis.

Knowledge, Skills & Abilities

• Telephone customer relations skills and experience.
  


• Excellent communication skills, both written and verbal.
  


• Ability to maintain high customer satisfaction.
  


• Ability to perform effectively in stressful situations.
  


• Proven ability to multi-task.
  


• Proficient in technology-related diagnostics & analysis.
  


• Proficient with Microsoft Office Suite products.
  


• Strong work ethic and be a self-starter able to effectively manage multiple priorities and adapt to change within a fast-paced environment.

Preferred Qualifications
A+
Certification

About The University of Southern Mississippi

Since our founding in 1910, The University of Southern
Mississippi has remained dedicated to preparing
students for success. We deliver programs to more than 13,000 students
in Hattiesburg and Long Beach, at teaching and research sites across the
Mississippi Gulf Coast, as well as online. We
are a community-engaged Carnegie R1 university, earning distinction as one of
the nation's leading research institutions.

Southern Miss is known for pioneering work in
polymer science, ocean science, spectator sports safety and security, and bringing
language to children with communication disorders. We are also a national
leader in a broad range of disciplines, including cybersecurity, hydrography,
nutrition, aquaculture, kinesiology, and economic development, among others.

We produce graduates ready to enter
fields that are leading the way in emerging technologies through programs such
as computer engineering, information technology, and ocean engineering. We’re developing the next generation of
business leaders, while also responding to critical workforce shortages by
producing skilled professionals in education and nursing. With a tradition of
excellence in the arts, we are one of only 36 public institutions in the nation
accredited in four major areas of the arts. Home to the Golden Eagles, our
student-athletes compete in 17 NCAA Division I sports. With a culture marked by passion and
persistence, Southern Miss is delivering graduates who are ready for life. For more information, visit www.usm.edu.

The University of Southern Mississippi is an equal opportunity employer, and all qualified applicants will receive consideration for employment. EOE/VETS/DISABILITY.