(Student) IT Help Desk-Hope Network - copy

At Davenport University, we know what it takes to be successful. With over 150 years of providing quality education under our belts, thousands of Davenport graduates are making an impact on the world with the knowledge and skills they learned here. Our team of faculty and staff collaborate to make this possible. Joining DU means growing and advancing your own career, while making a lasting impact on our students, colleagues and the communities in which we serve. Would you like to be part of our success? It all starts here!

(Student) IT Help Desk-Hope Network - copy

WORK LOCATION:  Grand Rapids - Lettinga Campus

DEPARTMENT:  Career Services & Exp Learning

POSITION PAY RANGE:  $18.00

TARGET HIRING RANGE:  Actual pay offered will be commensurate with candidate qualifications and experience, the type of role, pay equity and available funding.

SUMMARY:

This position requires someone who is personable, has great communications skills, pays close attention to the details, and has a lot of patience when dealing with users who have a wide range of PC experience (from very knowledgeable to someone who has never touched a PC). These responsibilities are performed in an ethical manner consistent with the University’s mission, vision, and values which include diversity, equity and inclusion.

RESPONSIBILITIES:

1. Acts as Level One Help Desk Support for approximately 3000 users.
2. Provides both phone and email support.
3. May work with (or have access to) HIPAA privacy classified information.
4. Reads, classifies, responds to, or re-assigns incoming Helpdesk Requests to either Technical Services Team or Business Applications Team.
5. Processes approximately 30 to 50 Help desk Requests Tickets a day.
6. Remotely connects to end user’s PC to fix problems.
7. Help out Inventory Team to keep track of PC parts that are being deployed. Additional duties as assigned.

QUALIFICATIONS:

• Must be comfortable with Microsoft (MS) Windows XP and 7 operating systems (some 8).
• High School Diploma or GED equivalent
• Must be enrolled in a minimum of 6 credit hours as an undergraduate student or 3 credit hours as a graduate student while meeting the standards of academic progress
• Must be work study eligible.
• In-depth understanding of MS Office 2007 products (Word, Excel, Power Point).
• Must know basics about MS Exchange and Outlook email. Will train on how to setup user account.
• Able to remotely setup printers/scanners.
• Remotely install and configure software.
• Remotely connect and diagnose PC/hardware/Windows problems.
• Having own transportation for occasional delivers local to Grand Rapids is a plus.
• Exceptional Customer Service and a love for working with people is a must.
• Business office environment. Prolonged sitting and standing. Use of personal computer and telephone (eye and hand strain).
• Some travel between locations may be required (own transportation). No regular lifting requirements, occasional lifting up to 35 pounds.

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