Help Desk Support Technician - Information Technology Department
The Help Desk Support Technician is an entry-level position providing basic technical support to administration, faculty, staff (both on- and off-campus), students, and other constituents as needed. The incumbent must be able to exercise independent judgement and decision making to ensure resolution to problems and promote end-user satisfaction. This position reports to the Technical Help Desk Manager.
General Duties and Responsibilities
Student Computer Support
Assist with student laptop program and imaging utilizing Windows System Center
Manage inventory for student laptops
Discuss technical problems with students, analyze and diagnose underlying problem and resolve. This may involve communication with outside vendors if warranty is involved.
Student account assistance with Active Directory or Banner passwords
Provide support for handheld devices such as cell phones, iPads and tablets.
Administration, Faculty and Staff Support
Discuss, analyze, diagnose and resolve technology problems
Account assistance with Active Directory and Banner passwords
Insures proper encryption of devices/external drives using Microsoft Bitlocker Administration and File Vault
Backup for Mobile device management including Apple DEP, Computrace and Airwatch for iPads, laptops, and Microsoft Surface Pro devices
Backup for Surplus inventory asset management including proper procedures for device disposal or refurbishment
Other Help Desk Support Duties
Utilize remote diagnostic tools and troubleshooting skills to resolve technical issues
Extensive use of Information technology Department’s ticketing system for issue initiation, resolution and follow up.
Knowledge and ability to troubleshoot basic network connections on computers and mobile devices.
Provide support for Windows and Mac computers
Assist with Virtual Desktop deployments
Assist with file shares and student printing issues (paper supply, print cartridges, paper jams).
Installation, maintenance, and training for various applications (spreadsheets, databases, word processing)
Development and documentation of Help Desk Standard Operating Procedures
Other related duties as assigned
Skills Required A combination of recent and relevant education and experience may also be considered for this position.
Extensive knowledge in problem solving; uses logic to identify alternatives to solve complex and integrated technical problems, anticipates problems and identifies and evaluates potential sources of information and generates alternative to solve problems where precedents do not exist.
Ability to communicate with customers with diverse needs and a variety of end-user skill sets; provide technical or complex information about products and services; assess customer needs and identify products and/or services to meet their needs; resolves complex or non-routine problems and questions.
Knowledge of computer hardware, mobile devices; different operating systems including Windows 10; wired and wireless networking; setting up profiles; setting up and using imaging for system restoration; establishing network shares for file sharing and printing; remote diagnostic tools; knowledge of data communication protocols, web browsers and internet services; knowledge of various software products (MS Office Suite).
Must be able to develop training materials, knowledge base information, and procedures.
Excellent verbal and written communication skills; phone etiquette; people and customer service oriented skills.
A+, Network+, CCNA, Security+, MCSE, or VCP highly sought
Must be able to work independently as well as part of a team.
Education: Prefer BS degree in Computer Science or Information Technology, though experience would be considered in lieu of education
Required Experience: Technical Help Desk Support Experience; 2 years or equivalent combination of education and experience
This is a full-time, non-classified position; it is exempt from FLSA regulations concerning overtime; base salary is $34,000 though commensurate with education and experience, plus a full state benefits package.
Not all activities of this position occur within the confines of an 8:00-4:30 schedule and may require evening and weekend scheduling as needed. The weekly schedule for this position will be established between the supervisor and the employee and approved given the needs of the department and the institution.
This position has been designated as Essential. This means that when WVSOM is faced with an institutional emergency, employees in such positions may be required to remain at their work location or to report to work to protect, recover and continue operations at WVSOM.
Applications will accepted until the position has been filled. Final candidates are subject to employment and credential verification, reference and background checks. All applications are confidential.
West Virginia School of Osteopathic Medicine is an equal opportunity employer and is committed to enhancing diversity among its faculty and staff.
The West Virginia School of Osteopathic Medicine is a free-standing medical school nestled in the Allegheny Mountains. WVSOM is located in "America's Coolest Small Town" (Budget Magazine 2011) just minutes from the famed Greenbrier® Resort, a Five Diamond hotel and spa and host of the PGA’s annual Greenbrier Classic. WVSOM brings over 40 years of history serving the health and wellness needs of the Greenbrier Valley, the state of West Virginia and beyond. The school’s small-town, rural community cherishes its connection with the college and our students are actively engaged in service outreach and support for over 40 non-profit organizations in this area. Additionally, WVSOM faculty and staff enjoy a vibrant cultural community which features one of only four operating Carnegie Halls in the world, as well as the state professional theatre of West Virginia. Throughout the year, employees can enjoy live plays and musicals, a broad representation of visual artists, an annual chocolate festival, a flourishing literary series, and live music events within a historic preservation area featuring 19th century architecture, unique shops and dining, and limitless outdoor recreation. This one...-of-a-kind environment brings together farmers and artists, lumbermen and world-renowned musicians, holistic physicians and thrill-seeking whitewater rafters in a diverse melting pot that is truly unique!