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| Detailed Job Information |
| Job Number: |
822 |
| Title: |
Help Desk Technician |
| Department: |
Enterprise Technology Services |
| Class: |
Full-Time |
| Position Type: |
Exempt Staff |
| Salary: |
Commensurate with experience. Upon eligibility, employees may participate in the benefits plans available to employees, such as medical/dental/vision coverage, 403(b) retirement plans, tuition remission, paid holidays, sick leave, and vacation accrual. |
| Post-Date: |
2009-06-30 |
| Deadline: |
Open until filled. |
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| BASIC FUNCTION AND SCOPE OF JOB |
Reporting to the Help Desk Manager, the Help Desk Technicians at the GGU Help Desk directly support the students, faculty and staff for all technology support issues at Golden Gate University. The Help Desk Technician responds to face-to-face customer support issues, as well as phone and e-mails support requests to the GGU Help Desk. He or she is expected to operate in an issue ownership paradigm, taking ownership of the resolution of problems and issues, even during the escalation of a problem to a senior team-member, developer or manager.
This role demands a wide-range of technology support proficiency. The Help Desk Technician will support workstation and notebook computers, printers and fax devices, telephones, and multimedia devices such as projectors, monitors, cameras, and public address systems, as well as a wide variety of desktop, web and enterprise applications
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| ESSENTIAL FUNCTIONS |
Provide end-to-end support of software, hardware and operational issues for all customer-facing technology at the university.
Resolve technology issues and requests from students, faculty and staff, via in-person, email, and telephone communications.
Take direct ownership of all technical support issues, providing a single, consistent point of contact for all customers during the resolution of a support issue.
Mentor part-time support personnel with technical support issues, and provide training in a wide range of operating systems, software applications, and hardware platforms.
Actively monitor the Help Desk ticketing system queues, assigning and re-assigning, as necessary, the ownership of tickets and tasks to different technicians.
Other related duties, as assigned.
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| QUALIFICATIONS |
The candidate should be comfortable and experienced with current operating systems, platforms and technologies, and with modern methods of help desk/support operations, including remote desktop control, desktop and network security, centralized monitoring, and patch management.
The candidate should have experience working in medium-sized to large I.T. departments, and working with a diverse range of administrators, engineers and developers. The ideal candidate will have experience implementing or working with process-based I.T. service management and support, as described by ITIL-based methodologies or by similarly principled approaches to I.T. operations.
REQUIRED KNOWLEDGE & SKILLS:
MS Windows desktop support
Novell Zenworks and/or other policy-based, remote-imaging desktop systems management platforms
PatchLink or similar patch-management service products
Novell eDirectory, Active Directory or other LDAP repository for the administration of security, group, and software policies
Novell client, file & print services
Support ticketing systems
Structured change control processes
Technical documentation authoring for both internal IT functions, as well as customer-facing documentation
Strong English speaking and writing skills
Personal organizational skills, self-reliance and determination, and proficiency with a broad-range of technologies.
ADDITIONAL SKILLS A PLUS:
To be best qualified for this position, the candidate should have a background working in sophisticated, service-management savvy technology environments which utilize:
ITIL-based best practices
Standardized Change Management processes
SDLC workflows
Structured Project Management practices and an efficient PMO
Systems-based desktop administration, including remote imaging, policy-based application deployment and security, and centralized asset and patch management
Experience working in multiple, medium to large-sized IT organizations, with multi-tiered Help Desk support operations supporting large numbers of customers.
Strong writing skills and experience authoring technical procedures, policies and documentation.
The life experience of completing an undergraduate college degree program (BA, BS or international equivalent.)
EDUCATION AND EXPERIENCE:
An undergraduate college degree (BA, BS or international equivalent) is required.
A minimum of five (5) years experience in Information Technology support roles, with a strong customer support role.
Golden Gate University, founded in 1901, is an Equal Opportunity Employer.
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Prospective Students
