Help Desk Specialist

$44,720 - $44,720/Yr

University of Portland - Portland, OR

Full-time - Entry Level

Portland, OR

Educational Services

About the position

The Help Desk Specialist at the University of Portland is a full-time role within the Technical Services department, responsible for providing technical support to a diverse user base including students, faculty, staff, and visitors. This position focuses on delivering excellent customer service, resolving technical issues, and ensuring effective communication regarding technology-related changes. The specialist will work collaboratively with the Help Desk team and the Information Services Department to maintain high service quality and quick resolution of technical problems.

Responsibilities

• Provide technical support to users including students, faculty, staff, and visitors.
• Deliver excellent customer service to exceed user expectations when contacting the Help Desk.
• Consult with customers to ensure their equipment needs are met.
• Train faculty, staff, and students on tier one support.
• Communicate solutions to customer issues through various channels including phone, email, and in-person.
• Develop technology support communications and knowledge articles.
• Create technical documents regarding the use of supported technologies.
• Escalate unresolved queries to the next level of support and ensure proper tracking of issues.
• Maintain knowledge of Help Desk procedures and university technologies.
• Recommend solutions to specific technical problems.

Requirements

• Two years of proven experience in providing help desk support.
• Associate's degree in Computer Science, Information Technology, or equivalent field.
• Working knowledge of help desk software and remote desktop tools.
• Strong organizational and time management skills.
• Ability to handle multiple projects and meet deadlines.
• Strong verbal and written communication skills.
• Ability to work well in a fast-paced team environment.

Nice-to-haves

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Experience with Microsoft Office 365, Office 2016/2019, Windows 10, and Mac OS.

Benefits

• Medical and dental insurance
• Life insurance
• Sick time and vacation time
• Long-term disability insurance
• Flexible spending account benefits
• Tuition remission benefits
• Retirement contributions
• Home purchase assistance program