Help Desk Specialist

Job Details

Job Location

East Hartford, CT - East Hartford, CT

Description

The mission of Goodwin University is to educate a diverse student population in a dynamic environment that aligns education, commerce, and community. Our innovative programs of study prepare students for professional careers while promoting lifelong learning and civic responsibility. As a nurturing university community, we challenge students, faculty, staff, and administration to fully realize their highest academic, professional, and personal potential.

Position Description Summary / Purpose : Under the supervision of the Assistant Director of IT, this position provides user support and customer service on technology-related issues. This position troubleshoots problems and advises on appropriate action, communicates with other IT personnel on problem resolution and status of open cases, and performs other tasks as assigned by the Assistant Director of IT.

This person is expected to learn about emerging technologies and resolve any issues involved in integrating new technologies with existing systems.

This position works closely with the Goodwin IT Department and all of its parts - including the Technology administration team, as well as the Help Desk team for ongoing support and in evaluating current systems and aligning business objectives with the strategy for technology.

Essential Job Functions / Primary Responsibilities :

(The essential functions or duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.)

• Assist University's faculty, staff and students in solving computer and system issues
• Responds to users seeking technical assistance via ticketing system, email, telephone calls, and walk-ins.
• Excellent communication, presentation, collaboration, and interpersonal skills
• Must be organized, pro-active and self-directed
• Must have strong abstract thinking and problem-solving skills
• Determines the best solution based on the information provided.
• Directs unresolved issues to the next level of support personnel.
• Communicates with users and IT personnel on status of open cases.
• Performs other tasks as assigned by the Assistant Director of IT
• Conducts all work in a safe manner and all work safety practices are followed.

Other Functions :

Knowledge, Ability and Skill :

Qualifications

Minimum Required Qualifications :

Education, Training and Experience :

Special Requirements :

Physical and Mental Requirements :

Work Environment None Under 1 / 3 1 / 3 to 2 / 3 Over 2 / 3 Outdoor Weather ConditionsXWork with fumes or airborne particlesXWork near moving mechanical partsXRisk of electrical shockXVibrationX

Physical Activity None Under 1 / 3 1 / 3 to 2 / 3 Over 2 / 3 Standing XWalkingXSittingXTalking & HearingXUsing hands / fingers to handle / feelXClimbing or balancingXBending, pulling, pushingXDrivingX

Lifting Requirements None Under 1 / 3 1 / 3 to 2 / 3 Over 2 / 3 Up to 10 pounds XUp to 25 poundsXUp to 50 poundsXUp to 75 poundsXUp to 100 poundsXOver 100 poundsX

Vision Requirements :

X Close vision (i.e. clear vision at 20 inches or less)

X Distance vision (i.e. clear vision at 20 feet or more)

X Color vision (i.e. ability to identify and distinguish colors)

X Peripheral vision (i.e. ability to observe an area that can be seen up and down or

left and right while the eyes are fixed on a given point)

X Depth perception (i.e. three-dimensional vision, ability to judge distances and

spatial relationships)

___ No special vision requirements

Salary Range :

Full-Time Employee Benefits :

(This job description does not constitute an employment agreement between the university and employee. It is used as a guide for personnel actions and is subject to change by the university as the needs of the university and requirements of the job change.)