Position Summary: The Service Desk Technician will provide Tier 2 technology support for BJU, Inc. employees’ computers, applications, printers, and phones and assure users’ needs are addressed. This employee will oversee the scheduling of students and the assigning/completion of their work and will continually seek ways to improve end user experiences with supported technologies.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Provide solutions to user issues with computer hardware, network, printers and software
- Research and recommend technical solutions to challenges as they arise
- Maintain documentation about issues and solutions
- Continually improve user experiences with all supported technologies
- Oversee the training and daily work of student technicians
- Communicate in a timely and professional manner
- Other duties as assigned by supervisor
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:
- Ability to lead others
- Ability to work with frequent interruptions
- Ability to take initiative in solving problems
- Knowledge of operating system platforms such as Windows and Apple
- Basic knowledge of LAN, hubs, switches and network configuration
- Some experience in technical computer support
- Ability to interface with users and discuss issues in language that users will understand
- Knowledge of computer hardware and software components
- Working knowledge of basic office and non-standard applications
- Troubleshooting capabilities
- Excellent communication skills, written and oral
- Ability and willingness to learn new technologies
COMPUTER SKILLS: Microsoft Excel, PowerPoint, Word, Lync, OneNote, Outlook
Certificates & Licenses: Valid Driver’s License
Required Education: High School Graduate or GED
Required Experience: One to two years related experience
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