Help Desk Agent

Information Technology

Search 1616 - Posted December 20, 2023

Under the direction of the Help Desk Director, the role of the Help Desk Technician is to provide Level 1 Technology Support to all University Staff, Students, and Faculty. Serving as the first point of contact for customers seeking technical assistance, the Technician is responsible for assisting customers and providing support related to university computer systems, software, and hardware.

Receives, records, and reconciles customer/end-user technical questions on the use and implementation of computer products in a timely and professional manner.

RESPONSIBILITIES:

• Provide technical assistance and support for IT products and services. Respond to queries either on the phone, via email, chat, IM, or in person, and record all support issues using current ticketing system. 
• Administration of ticketing software and Knowledge Base.
• Works on all Help Desk-related projects as needed or assigned. Including, but not limited to: 
• Cash handling duties for some student services 
• Manage check-out equipment and database 
• Assist with training student employees 
• Maintains own level of expertise by instruction and/or certifications. 
• Participate in Professional Development activities as required. 
• Maintains working knowledge of products and/or services. 
• Creating and maintaining cloud storage sites 

QUALIFICATIONS:

Required Qualifications:

• Associate's Degree in Computer Technology, with more than one year of related experience.
• Industry-standard certifications such as: HDI, PMP, MS certifications, A+, ITIL Foundations preferred.
  

COMPENSATION:

• Salary: $19.23 - $24.04 hourly
• Emporia State University offers a generous benefit package. Find out more about our health benefits, retirement options, paid time off, dependent and spouse tuition waiver program, and many other benefits at this link.

APPLY:

To apply, upload a letter of interest, resume,  and contact information for at least three professional references here.

Consideration of applications will begin immediately, and will continue until the position is filled.

A background check and official transcripts are required prior to hire.

For more information

Jose Pavon

HR Professional

jpavon@emporia.edu

Emporia State University is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ethnicity, religion, gender, sex, gender identity, gender expression, marital status, parental status, sexual orientation, genetic information, status as an individual with a disability, status as a protected veteran, or any other factors which cannot be considered by law.