Job description

POSITION TITLE:

Helpdesk Support

BRIEF OVERVIEW OF POSITION:

The duties and responsibilities for this position focus on being the first point of contact for students, staff, and faculty seeking technical assistance over the phone, in person, via email, or through the service desk system. This position provides an outstanding opportunity to work with a wide variety of technology and business processes to support all campus areas including academic, administrative, and supporting services areas. The service desk assists with computer and peripheral device setup, configuration, and troubleshooting, application installation, support, and troubleshooting, basic network troubleshooting, and accurately documenting processes and procedures while identifying and suggesting possible systems improvements. This position will need to coordinate technical issues with other IT staff members and/or other campus community members ensuring a quick response and resolution to the issue. The successful service desk support person will engage campus users to support, educate, and build community

DEPARTMENT:

Information Technology

SALARY:

$19.70 per hour

GENERAL STATEMENT:

Montana State University Billings is a comprehensive public four-year higher education institution located in Montana's largest population center, whose faculty is actively engaged in teaching, research, creative endeavors and public service. MSU Billings is unique in that it is one of a select few higher education institutions that also boasts an embedded two-year community college.

The University opened in 1927 and was initially called Eastern Montana State Normal School at Billings and was established to prepare teachers for elementary schools in eastern Montana. MSU Billings has grown, with the city of Billings and Yellowstone County, into the major urban comprehensive higher education center of south central and eastern Montana. The University campus consists of four colleges: the College of Arts and Sciences, the College of Business, the College of Education and the College of Allied Health Professions. Seven miles west of the University campus sits City College at MSU Billings, which serves the comprehensive two-year mission of the university.

DUTIES AND RESPONSIBILITIES:
The duties and responsibilities for this position focus on being the first point of contact for students, staff, and faculty seeking technical assistance over the phone, in person, via email, or through the service desk system. This position provides an outstanding opportunity to work with a wide variety of technology and business processes to support all campus areas including academic, administrative, and supporting services areas. The service desk assists with computer and peripheral device setup, configuration, and troubleshooting, application installation, support, and troubleshooting, basic network troubleshooting, and accurately documenting processes and procedures while identifying and suggesting possible systems improvements. This position will need to coordinate technical issues with other IT staff members and/or other campus community members ensuring a quick response and resolution to the issue. The successful service desk support person will engage campus users to support, educate, and build community.

• Provide in-person or remote support assisting students, staff, and faculty with setup, configuration, or troubleshooting of computer and peripheral equipment and software applications in a timely manner.
• Knowledge of Windows and Apple operating systems, computer imaging, Active Directory, computer maintenance and troubleshooting, computer and peripheral hardware, and basic network troubleshooting.
• Knowledge of using a ticketing system to track and record incidents and service requests.
• Hands on experience with standard campus applications such as Microsoft Office, Office 365, Box, DocuSign, Webex, Adobe, etc.
• Ability to research issues using available information resources.
• Responsible for the inventory process of locating and documenting university equipment and the disposal process.
• Ability to provide end user training when necessary.
• Ability to support various classroom and computer lab technology including basic knowledge of AV equipment.
• Ability to work with and train IT student workers to perform basic IT tasks.
• Open to perform additional technical responsibilities as requested or assigned.
• Customer service focused. Calmly and effectively communicate with students, staff, and faculty across multiple campuses through various medium: in-person, phone, email, and service desk system.
• Properly escalate unresolved issues to the appropriate level of support.
• Ability to relay technical information to non-technical users.

REQUIRED QUALIFICATIONS:

• Associate’s degree in a technology or business-related field (such as Computer Science/Engineering or Information Technology) or an equivalent combination of relevant education and service desk experience.
• Experience in customer service assisting constituents with incidents and requests.
• Knowledge of Windows and Apple operating systems, computer imaging, Active Directory, computer maintenance and troubleshooting, computer and peripheral hardware, and basic network troubleshooting.
• Experience with applications such as Microsoft Office, Office 365, Box, DocuSign, Webex, Adobe, etc.

PREFERRED QUALIFICATIONS:

• Experience of using a ticketing system to track and record incidents and service requests.

PHYSICAL REQUIREMENTS:

• Working conditions are psychologically demanding, requiring the ability to distribute efforts over several concurrent problems along with frequent operating demands.
• The ability to lift and move objects weighing up to 50 pounds frequently.
• Some contact with computer machinery presents possible electrical or mechanical hazards.
• The availability of setup or maintenance windows may not be obtainable during regular working hours; therefore, the employee may be required to work during non-working hours in order to install, maintain, or correct problems with the technology infrastructure.

Job Type: Full-time

Pay: $19.70 per hour

Benefits:

• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Work Location: One location

colinoncars.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, colinoncars.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, colinoncars.com is the ideal place to find your next job.