Help Desk Specialist

Help Desk Specialist
Fort Wayne, Indiana

 

Summary

This position’s main responsibility is providing customer service for Trine University Technology customers that include students, faculty, and administration at Trine’s Fort Wayne Health Professions campus. This position will also regularly travel to branch campuses in Michigan, Phoenix, and Virginia using Trine vehicles and resources. The Help Desk Specialist guides the customer regarding the use of a broad range of products, offerings, and services assuring customer satisfaction. This position reports to work Monday through Friday, 8:00 AM to 5:00 PM. Occasional evening and/or weekend work may be required. This position reports to the Help Desk Manager on Trine’s Angola, Indiana campus.

Duties and Responsibilities

  • First line of IT support for all remote campuses of Trine University.
  • Provides in person, phone, and chat support for IT-related issues.
  • Installs, manages, and services all technology at all remote campuses.
  • Uses the Help Desk ticket system to document progress for work performed and communicate with customers and staff.
  • Travel to branch locations in a Trine vehicle and/or using Trine resources.
  • Provide identification, prioritization, resolution, and follow up of problems following guidelines and procedures.
  • Use communication appropriate to audience delivered in a friendly and courteous manner with consistent positive attitude.
  • Participate in the implementation of Help Desk best practices.
  • Perform daily checks of class and lab equipment as outlined in checklist.
  • Maintain a positive attitude while providing customer service.
  • Other projects/duties as assigned.

 Job Skill Requirements

  • 4+ years of experience in a Technology support role.
  • Advanced knowledge and troubleshooting of computer technologies.
  • Knowledge of networking topologies.
  • Excellent verbal and written communication skills.
  • Ability to empathize with customers of varying technical skill levels.
  • Proven ability to handle multiple tasks in an organized fashion.
  • Ability to maintain confidentiality with sensitive customer and internal information.

 Required Education

  • Associate degree in computer science or related field is desired.
  • CompTIA A+ Certification desired.

Benefits

Trine University offers a comprehensive benefit package designed to provide a variety of choices to best fit your needs and the needs of your family. Benefits offered include:

  • Health – medical, dental, vision, prescription drugs, flex spending or HSA accounts
  • Retirement – after one year of full-time service you are eligible for employer contribution of 5% and up to an additional 5% employer match
  • Life Insurance – a variety of voluntary life options are available along with employee life insurance (1½ times annual salary)
  • Education – after 6 months of full-time service education benefits are available for employee, spouse, and dependent children
  • Vacation and Sick Pay – in accordance with Trine's policy

Salary

The salary is competitive and commensurate with experience and qualifications.

ApplyOpens in new window

Trine University is an equal opportunity employer.  Applicants are considered for employment without regard to race, color, religion, sex, age, disability, national origin, genetic information, citizenship status, military status, or any other basis prohibited by law, unless such basis constitutes a bona fide occupational qualification.  Trine will comply with its legal obligation to provide reasonable accommodations to qualified individuals with disabilities and for religious beliefs.