Help Desk Specialist

The mission of Goodwin University is to educate a diverse student population in a dynamic environment that aligns education, commerce, and community. Our innovative programs of study prepare students for professional careers while promoting lifelong learning and civic responsibility. As a nurturing university community, we challenge students, faculty, staff, and administration to fully realize their highest academic, professional, and personal potential.

Position Description Summary/Purpose:

Under the supervision of the Assistant Director of IT, this position provides user support and customer service on technology-related issues. This position troubleshoots problems and advises on appropriate action, communicates with other IT personnel on problem resolution and status of open cases, and performs other tasks as assigned by the Assistant Director of IT.

This person is expected to learn about emerging technologies and resolve any issues involved in integrating new technologies with existing systems.

This position works closely with the Goodwin IT Department and all of its parts - including the Technology administration team, as well as the Help Desk team for ongoing support and in evaluating current systems and aligning business objectives with the strategy for technology.

Essential Job Functions/Primary Responsibilities:

(The essential functions or duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.)

• Assist University's faculty, staff and students in solving computer and system issues
• Responds to users seeking technical assistance via ticketing system, email, telephone calls, and walk-ins.
• Excellent communication, presentation, collaboration, and interpersonal skills
• Must be organized, pro-active and self-directed
• Must have strong abstract thinking and problem-solving skills
• Determines the best solution based on the information provided.
• Directs unresolved issues to the next level of support personnel.
• Communicates with users and IT personnel on status of open cases.
• Performs other tasks as assigned by the Assistant Director of IT
• Conducts all work in a safe manner and all work safety practices are followed.

Other Functions:

• Performs similar or related work as required, directed or as situation permits.
• Continues professional development and training; keeps current with trends.
• Assists other department staff as needed to promote a team effort.

Knowledge, Ability and Skill:

• Demonstrated commitment to developing and fostering best practices and policies to promote diversity, equity, and inclusion, and build an environment in which all members of the University community are treated with respect and dignity
• PC and MAC Hardware and Software troubleshooting
• Windows Operating system - including XP, 7, 8, 10 and Server OS
• MAC OS - including iOS for mobile devices
• Microsoft Office 365 suite
• Microsoft Active Directory
• Printer support - Toner, basic troubleshooting, Network connectivity
• A+ certification a big plus
• Familiarity with a Computer Imaging process for recovery or new installations.
• Ability to read, analyze and interpret common technical journals
• Strong communication skills; able to explain technical issues to non-experts
• Strong diagnostic, evaluation, analysis, and problem-solving skills
• Resourcefulness