HelpDesk Support Speciailist

Job Description

Job Title: Help Desk Specialist

Department: Technical Support

Reports to: Manager, Technical Support

FLSA Status: Non-Exempt

Hours: Monday through Friday 7:00 AM to 8:00 PM (extended hours when requested) Saturday (individual hours to be determined)

Location: Orange Beach, AL/Hybrid

Job Summary

The Help Desk Specialist is responsible for providing technical assistance to staff, faculty, students, and prospects.

Essential Job Tasks: Additional duties may be assigned.

• Provides technical support for to staff, faculty, students, and prospects by conveying resolutions to issues experienced in the university systems, Blackboard, and third-party software via phone, email or chat to ensure issues are resolved promptly.
• Troubleshoots application and/or software problems by determining the source of an issue (hardware, software, user access, or course) to permit the requestor to proceed with their work.
• Identifies problems directly related to the Blackboard Learn system by thoroughly analyzing issues reported and properly escalate unresolved queries to the Blackboard Administrator(s) with documentation and confirmation of issues reported by students and/or faculty to assist in the resolution of the problem.
• Reports any course-related complaints by communicating via email or Omega ticket to the appropriate department to enable those departments opportunity to resolve complaints.
• Maintains documentation regarding support requests by using the ticket system, as well as Omega contact notes, for departmental reporting to ensure strategic goals are met.
• Stays current on institutional processes and procedures by attending required meetings or viewing recorded sessions to provide students with general information for concerns outside of technical support issues.
• Work on-call shifts on a rotational schedule to provide after-hours support for users and the university.
• Verify correct system operation, and instruct users in the use of equipment, software and manuals.
• Software and hardware familiarity should include both PC and Mac.
• Utilizes learning resources by preserving and developing knowledge of help desk procedures to maintain and surpass industry standards.
• Promotes, maintains, and enhances workplace culture within the Technical Support department and the university.

To perform this job successfully, an individual must be able to perform each essential duty

satisfactorily. The requirements listed below represent the knowledge, skill, and/or ability required.

Reasonable accommodation may be made to enable individuals with disabilities to perform the

Essential Functions.

Knowledge, Skills, & Abilities

Knowledge

• Computer - Technical knowledge of desktop hardware, software application support, operating systems and basic network connectivity.
• Customer Service - Utilizes and promotes the principles outlined within CSU’s Exceptional Service model.

• Problem Solving - Uses logic and reasoning while listening to end user’s concerns to determine the problem and develop a resolution plan. Applies a consistent logical methodology to computer problems.
• Reading Comprehension - Ability to understand work-related documents and apply common sense understanding to carry out instructions as prescribed.
• Research - The ability to conduct research and apply knowledge to new situations on a wide range of technical issues.
• Interpersonal Skills - Communicates and interacts with people effectively while being aware of social perceptions. The ability to relate to everyone on his/her terms in a language they understand.
• Time Management - Manages one’s own time to accomplish assigned tasks. Understanding of organizational structure to gain the knowledge necessary for effective prioritization.

• Communication - Ability to ask open-ended questions and practice active listening.
• Written Comprehension - The ability to read and understand information and ideas presented in writing. Ability to deal with problems involving several concrete variables in standardized situations.
• Written Expression - The ability to communicate information and ideas in writing so others will understand. Ability to write routine reports and correspondence.
• Selective Attention (Vigilance) - The ability to pay attention to details in a fast-paced environment.

• High school diploma or general education degree (GED) required, and at least two years of previous technical support skills and experience for this position at CSU or elsewhere preferred.
• A+, Network +, or other certifications a plus, but not required.
• Proficient knowledge in the areas of pc/mac repair, operating systems, basic networking, and troubleshooting skills preferred.

• Office equipment including computers, telephones, printers, faxes, and copiers.
• Software used includes Microsoft Word, Excel, Outlook, Blackboard, and internal database software.

Works primarily within a climate-controlled environment within a cubicle setting mostly sedentary

with frequent sitting, occasional walking and lifting, and frequent near vision use for reading and

computer use. The noise level is generally moderate.

Supervisory Responsibilities

There are no supervisory responsibilities for this position.

Pay Transparency Statement

In accordance with applicable state and local pay transparency laws, applicants who reside in a jurisdiction with designated pay transparency requirements and for whom this position is available on a remote basis may be entitled to receive additional information regarding the compensation range and benefits associated with this role. Such information will be provided upon request, as required by law. Please contact [email protected].