Technician, Information Technology Help Desk I

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Benefits of Being a Lindenwood Employee :

• Upon hire employer-paid tuition benefits for bachelors (employee spouse and dependent) and masters degree programs (employee and spouse only).
• Tuition discounts for doctoral programs (employee only).
• Comprehensive benefits plan : medical dental vision life insurance disability insurance and retirement options.
• Paid holidays : MLK Jr. day Good Friday Memorial Day Juneteenth Independence Day Labor Day Thanksgiving break (Wednesday Friday) and winter break (Dec. 23 Jan. 1).
• Free lunch Fridays : LU employees are eligible for a free meal on Fridays at the Evans Commons Dining Hall or Spellman Dining Hall; Chick-fil-A and Qdoba included.
• Professional development opportunities through the Lindenwood Learning Academy.

JOB TITLE SUMMARY

Job Title : Technician Information Technology Help Desk I

Division : Information Technology (IT)

Evaluation Group : Staff

FLSA Status : Non-Exempt

Reports To : Supervisor Information Technology Help Desk

Positions Supervised : N / A

Job Summary

The technician IT help desk I provides day-to-day help desk services by answering telephone calls replying to e-mails and responding to other IT service-related inquiries. This position assists users with identifying IT problems and finding and executing resolutions. This role also assists with copy center operations.

Essential Job Functions and Performance Indicators

The intent of this job description is to provide a representation of the types of duties and level of responsibility that will be required of positions given this title. This job description shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.

Job Responsibilities and Execution

Resets user passwords for domains voicemail and other University systems

Assists users in the removal of computer viruses malware spyware and other harmful programs

Installs and configures software for users as requested

Monitors campus ticketing system and seeks out resolutions to requests

Prioritizes workload based upon importance / urgency of individual requests

Assists with the creation and troubleshooting of University-issued IDs

Service Excellence

Supports the mission of the University and serves as an ambassador of the Q2 culture of service excellence

Models supports and holds others accountable to the Universitys values

Assists users by troubleshooting issues until completion

Communication Teamwork and Collaboration

Works with users to troubleshoot or identify technical or complex issues

Communicates with team members to resolve or escalate service requests

Gathers and enters necessary information / details into ticketing application

Communicates with users during any service request providing regular status updates until completion / resolution

Job may require other duties as assigned.

Required Qualifications An equivalent combination of education training and experience will be considered. Additional requirements may be designated by position.

Bachelors degree

Related experience preferred

Knowledge Skills and Abilities May be representative but not all inclusive of the knowledge skills and abilities necessary to perform this job competently.

Demonstrated ability to work effectively with individuals from diverse communities and cultures

Excellent verbal and written communication skills

Highly organized with ability to direct multiple projects simultaneously

Ability to use good judgment and think critically

Ability to prioritize user requests correctly

Excellent collaborative skills

Ability to coordinate with other departments

Work Environment Environmental or atmospheric conditions commonly associated with the performance of this jobs functions. Please click here to view Lindenwood Universitys flexible work designation descriptions.

General office setting

Non-Standard Flex

Physical Abilities The physical demands described below are representative of those that must be met by an employee to successfully perform this jobs essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Ability to work effectively at a computer for up to eight hours daily

Ability to sit for extended periods of time

Ability to lift up to 50 pounds

Ability to use repetitive wrist hand and finger movements to type regularly

Regular attendance is a necessary and essential function

Equal Opportunity Employer

Lindenwood University is an Equal Opportunity employer. The University complies with appropriate federal state and local laws and provides equal employment opportunities and access to educational programs without regard to race color religion gender age sexual orientation gender identity national origin veteran status disability or any other protected status to all qualified applicants and employees. Lindenwood University is committed to a policy of non-discrimination and dedicated to providing a positive discrimination-free educational work environment.

Required Experience :

IC

Key Skills

user account,Active Directory,Customer Service,Information Technology,desk support,End user,Project Management,Phone Calls,service levels agreement,Desk Staff,Ltil,Procedures,Setup,hardware,Technical Support

Employment Type : Full-Time

Experience : years

Vacancy : 1