IT HELP DESK

Milwaukee College Prep

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Job Description

The Help Desk Support Level 1 position is an entry-level position that provides technical support as IT relates to computer systems, hardware and software. This position is under the general direction of the IT Director while also receiving input from the Help Desk Support Level 2 position. Responsibilities include receiving and responding in a timely manner to requests over email, phone, chat or in-person for technical assistance with end user hardware (e.g., computers, phones, mobile phones, tablets, printers) as well as enterprise software solutions (e.g., Microsoft Office suite, Adobe, Zoom, Google Workspace) through a ticketing system. Excellent customer service as well as verbal and written communications skills required.

Roles & Responsibilities

  • First line of technical resource contact with end-users for assigned buildings or programs.
  • Responding to it ticket requests in a timely manner.
  • Maintaining detailed documentation within service tickets on issues, steps and resolution.
  • Excellent customer service on the phone, via email and in person.
  • Perform troubleshooting through diagnostic techniques.
  • Professional disposition and positive attitude displayed.
  • Basic technical troubleshooting and problem solving on multiple types of devices.
  • This position will provide support to end users on a variety of issues by identifying, researching, and resolving technical problems in a timely manner.
  • Exercise good judgement in prioritizing tasks and assignments.
  • Responds to telephone calls, email and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution.
  • Has knowledge of commonly used concepts, practices, and procedures within the it field.
  • Relies on instructions and pre-established guidelines to perform the functions of the job.
  • Other tasks as assigned.

Qualifications

  • Highschool graduate with some post-secondary education.
  • Experience supporting google workspace, microsoft os and applications including office 365, windows 10.
  • Experience with mac os and apple ios is a plus.
  • Ability to adapt within a rapidly changing environment.
  • Demonstrated team player, self-starter, and independent thinker.
  • Superior customer service skills, interpersonal skills, and work ethic.
  • Strong verbal and written communication skills.
  • Able to legally work in the united states and pass a comprehensive background check.
  • Associates degree or higher in computer science or related field.
  • 1-2 years actual help desk experience.
  • Experience with a helpdesk ticketing system.
  • Previous customer service experience preferred.
  • Experience working for an educational institution.

Additional Information

Required Knowledge, Skills, Abilities
Working knowledge of Google Workspace, Microsoft OS and applications including Office 365, Windows 10.
Experience with Mac OS and Apple iOS is a plus.
Ability to adapt within a rapidly changing environment.
Strong interest in learning new technologies and helping users with technical issues and questions.
The ability to articulate your thoughts in a clear and concise manner to both business users and IT staff through written correspondence, presentations and/or meetings.
Demonstrated team player, self-starter, and independent thinker.
Superior customer service skills, interpersonal skills, and work ethic.
Excellent verbal and written communication skills.
Basic understanding of computer parts (SSD/HDD, RAM, CPU, etc)
Consistent attendance and timeliness
Good understanding of troubleshooting process

Work Environment:
Work is often performed in an inside, temperature-controlled environment and may require periods of sitting, composing written materials and communication with others in person or on the telephone.
Position also requires occasional work in outdoor environments.
Position requires the ability to walk outdoors and indoors and travel to multiple school locations.
Must be able to use basic office equipment including computer, tablets, phone and fax machines.
May occasionally deal with upset citizens or employees.
May be exposed to occasional noise and activity.
Essential Physical Requirements:

Ability to bend, stoop, twist, lift and grip. Occasionally lift or move up to 40 pounds. Regularly required to set up supplies, equipment and furniture as needed. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Milwaukee College Prep is an equal opportunity employer and does not discriminate on the basis of race, color, national origin, sex, religion, age, and handicapped status in employment or the provision of services.

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