Help Desk/Technical Services PC Specialist

Summary

Position Title

Help Desk/Technical Services PC Specialist

Department

Information Technology

Status

Full Time/Exempt

Position Summary

Under the supervision of the Manager of Client Services and Manager of Technical Services, The OIT Hybrid Help Desk Technician will be responsible for providing administrative and technical support to the OIT Hybrid Help Desk and PC Technicians.

Day-to-day responsibilities include managing schedules and meetings, answering phones, responding to emails, identifying, and prioritizing items for action, and planning and executing office administration. The OIT Hybrid Help Desk Technician provides computer support to the campus community via phone, in-person, or remote desktop.

The OIT Hybrid Help Desk Technician will also be responsible for generating tickets in the Help Desk system for customer requests/issues and assigning them appropriately; providing configuration and training support for university standard software packages; assisting Faculty/Staff with computer software and hardware questions. In addition to the above duties, The OIT Hybrid Help Desk Technician will be responsible for installing, troubleshooting, and repairing PCs, Macs, and related hardware. They will also perform installations, upgrades, and backups of software and hardware.

Essential Job Duties

Communication/Customer Service:

Screens and answers and routes telephone calls; convey information both orally and in writing; answers inquiries from parents, staff, students, and other clients regarding OIT departmental rules, regulations, policies and procedures; greet and direct visitors; provides materials and initiates requests for
information when required.

Document Preparation

Produces letters, technical documentation, memos, spreadsheets and agendas from rough draft or oral
instructions; completes forms, requisitions, expense reports and other documents; submits print
requests; proofreads assignments for accuracy and completeness

Staff Support

Provides backup support to the OIT Helpdesk, OIT Manager of Technical Services, and OIT Manager of Client Services. 

Special Skills

  • Managing administrative processes
  • Problem assessment, problem-solving and analytical skills
  • Communication skills – written, verbal, and listening
  • Prioritizing
  • Attention to detail and accuracy
  • Computer skills – proficiency in Microsoft Office Suite (Word, Outlook, Excel, PowerPoint)
  • Planning, organizational, and time management
  • Working with budgets
  • Ability to maintain a high level of confidentiality
  • Strong Commitment to team environment dynamics
  • Must be able to multi-task, be a self-starter with good initiative and use good judgment

Work Conditions

  • Work is both indoors and outside, but may require the incumbent to be in an outdoor environment when traveling between campus buildings
  • Standard work hours are between 8:30 am and 5:00 pm, Monday through Friday
  • Some evening hours may be required
  • Incumbent will be exposed to frequent noise caused by telephones and office machines

Physical Requirements

  • Must be able to lift and carry equipment and supplies weighing up to 30 pounds
  • Must be able to bend, stoop and reach
  • Must able to sit or stand for extended periods of time
  • Manual dexterity to efficiently operate a computer keyboard and other business machines
  • Near vision sufficient to read written communications and computer display screens
  • Adequate hearing to communicate effectively in person and by phone

Prerequisites Required for Position

Minimum Education Requirement

  • Technical degree or equivalent experience

Minimum Work Experience

  • Two years related administrative office experience
  • Two years related to technical experience

Preferred Qualifications

  • Working knowledge of computer desktops and printers
  • Working knowledge of iOS and Android mobile devices
  • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
  • Experience in MAC OS, Microsoft Windows, Microsoft Office, and commonly used PC applications
  • Excellent communication skills (written, verbal, and listening)

Important Note

This is not an exhaustive list of all responsibilities, duties and/or skills required for this position. The University reserves the right to amend and change responsibilities to meet organizational needs.

Covid Vaccination Information: Faculty and Staff

All Jacksonville University employees who work at any JU facility must be vaccinated against COVID-19.

For more information regarding the JU vaccination policy, please click the link below.

JU Vaccination Policy

To Apply

Interested applicants should submit a copy of their resume, cover letter, list of references, and a completed JU Application to La Tarsha Stallworth at lhampto2@ju.edu.