Help Desk Support Specialist - Hickory

Location: Hickory, North Carolina (two positions are offered in Hickory)

Help Desk Support Specialists report to the CIO and provide technical assistance and support related to computer systems, hardware or software and classroom AV equipment and connectivity. They respond to user requests via phone, email or the Help Desk Ticketing system.

Essential Job Duties

Serve as the first point of contact for customers seeking technical assistance over the phone or email or through online ticketing (enter tickets for anyone calling or emailing issues)

• Record events and problems and their resolution in Help Desk Ticketing system.
• Walk the customer through the problem-solving process.
• Follow up with customers to ensure issue has been resolved.
• Provide accurate information on IT products or services.
• Follow-up and update customer status and information in Help Desk Ticketing system.
• Install new computers and peripherals for users.
• Assist users in password resets.
• Direct unresolved issues to the next level of support personnel.
• Determine the best solution based on the issue and details provided by customers.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Identify and suggest possible improvements on procedures.
• Perform other miscellaneous duties as assigned.

Qualifications

• Associate’s degree required; bachelor’s degree preferred.

Knowledge, Skills And Abilities

• Proficiency in English.
• Customer-oriented and cool-tempered.
• Good understanding of applications ((e.g., PowerCampus, Canvas, DocuSign, Adobe, etc.).
• Good understanding of computer systems (Windows and Mac), mobile devices and other technical products (e.g., classroom AV and sound equipment).
• Technically savvy with working knowledge of office automation products, databases and remote control/computer access (e.g., Windows laptops, Mac laptops, Canvas, DocuSign, Adobe, etc.).
• Excellent communication skills.
• Ability to diagnose and resolve basic technical issues.
• Proven experience as a help desk technician or other customer support role.

Physical Abilities

• Lift/carry/push/pull objects that weigh up to 10 pounds.
• Perform desk-based computer tasks, grasp lightly/fine manipulation.
• Frequently walk to user locations on campus.
• Occasionally kneel/crawl, climb (ladders, scaffolds, or other, grasp forcefully, use a telephone, writing by hand, lift/carry/push/pull objects that weigh greater than 40 pounds.

Work Environment

• May need to work extended hours and/or weekends (remote or on campus).
• General office conditions.
• Work onsite at campus.

Apply