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Helpdesk Coordinator

Marian University

Location Fond du lac, WI
Posted 60 days ago -
Type: Full-Time Permanent

Description

Position Title: Helpdesk Coordinator Department: Information Technology Reports To: User Services Coordinator FLSA: Non-Exempt

SUMMARY

This position promotes and supports the learning experience of Marian University students by providing technology support to the Marian community, representing the Office of Information Technology. Duties include technical and project-based work along with general clerical, receptionist duties, and management of student workers. Project a professional image through in-person and phone interaction.

PRIMARY RESPONSIBILITIES

Serve as the first point of contact for customers seeking technical assistance over the phone or email. Perform remote troubleshooting through diagnostic techniques and pertinent questions. Install, test and configure new workstations, peripheral equipment and software. Meet and greet clients and visitors. Meet with clients to ensure that we are meeting their expectations. Respond to customer dissatisfaction and follow through to ensure a satisfactory resolution. Develop & document procedures to ensure consistent top-notch customer service. Supervise and train student workers in conjunction with User Services Coordinator. Maintain & distribute student worker schedules, and approve their timesheets. Collect and maintain computer and software inventory. Support staff in assigned projected-based work. Maintain a positive work environment by cooperation in a professional manner with the University Community.

ADDITIONAL RESPONSIBILITIES

Provide orientation for new employees. May require evening and weekend work in response to needs of the University. Other duties as assigned.

KNOWLEDGE AND SKILL REQUIREMENTS

Ability to determine and trouble shoot the nature of computer hardware and software problems, and to communicate technical guidance and information to users. Ability to motivate your team to achieve specific goals. Knowledge of Microsoft Office. Knowledge of telephone protocol. Professional oral and written communication skills. Excellent multi-tasking and organizational skills. Attention to detail and strong customer service skills. Ability to manage others. Ability to adapt quickly to new technology and unfamiliar applications. Ability to create reports in Work and Excel as required. Valid WI driver’s license. Willingness to support the Mission and Core Values of Marian University

EOE/Minorities/Females/Vet/Disabled

Any offer of employment will be contingent upon the receipt of criminal background and reference check information; and the determination that the candidate remains eligible and suitable for employment.

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