Job Description Summary

The Help Desk Consultant provides the first level of support for customers of Information Technology at Michigan Tech. The Help Desk Consultant will receive, prioritize, document, and actively resolve IT help requests for University students, faculty, staff, and the broader campus community. The Consultant works collaboratively with other Information Technology professionals to provide superior user service to the entire campus in support of teaching, research, and learning. You will become part of a culture that empowers employees, treats them with respect, and encourages innovation and open communication.

Essential Duties & Responsibilities (other duties may be assigned)

Address requests for IT services and provide excellent customer service by:
1. Troubleshooting and resolving requests for IT services, on the phone, in person, or through remote access utilities.
2. Working collaboratively as a member of a Tier 1 support team to diagnose & resolve networking, computer hardware, software, and operating system problems.
3. Working with other members of IT to coordinate appropriate hand-off and successful resolution of customer requests.
4. Contributing to the maintenance of support articles in our knowledgebase.
5. Performing other entry-level IT tasks as directed.
6. Demonstrating a customer service mentality in each interaction with our customers and co-workers.
7. Other duties as assigned.
8. Commit to learning about continuous improvement strategies and applying them to everyday work. Actively engage in University continuous improvement initiatives.
9. Apply safety-related knowledge, skills, and practices to everyday work.

Required Education, Certifications, Licensures (minimum requirements)

• Bachelor’s degree or an equivalent combination of education and/or experience.

Required Experience (minimum requirements)

• One year of professional experience in IT end user support, or equivalent professional experience, sufficient to demonstrate the following skillsets:
- Demonstrated capability to troubleshoot & resolve Windows, Mac and Linux operating system issues.
- Demonstrated capability to install applications and to troubleshoot & resolve application issues.
- Demonstrated capability to troubleshoot & resolve identity/user accounts access issues, and user permission issues.
- Demonstrated capability to provide IT issue resolution over the phone, in person, or utilizing remote access utilities.

Desirable Education and/or Experience

• Experience with command line utilities, network printing, and file management.
• Experience supporting end users in a higher education environment.

Required Knowledge, Skills, and/or Abilities (minimum requirements)

• Ability to work independently and in an organized fashion.
• Ability to apply critical thinking and sound judgement to technical issues, with strong problem-solving skills. Must be detail oriented and organized.
• A strong customer service mentality demonstrated through excellent communication and interpersonal skills related to complex IT topics.
• Demonstrated ability to communicate effectively across cultural boundaries and work harmoniously with diverse groups of students, faculty, and staff.
• Demonstrated commitment to contribute to a safe work environment.

Work Environment and/or Physical Demands

The work environment and/or physical demands described here are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Examples:
Work will be done in an office environment where noise levels are usually low to moderate
Frequent repetitive hand/wrist motions and finger manipulation

Required Training and Other Conditions of Employment

Every employee at Michigan Technological University will receive the following 4 required trainings; additional training may be required by the department.

Required University Training:

• Employee Safety Overview

• Anti-Harassment, Discrimination, Retaliation Training

• Annual Data Security Training 

• Annual Title IX Training

Background Check:

Offers of employment are contingent upon and not considered finalized until the required background check has been performed and the results received and assessed.

Other Conditions of Employment:

The successful applicant will be responsible for ensuring eligibility for employment in the United States on or before the effective date of the appointment. Visa sponsorship is unavailable at this time. This is not an E-Verified Position.

Michigan Technological University is an Equal Opportunity Educational Institution/Equal Opportunity Employer that provides equal opportunity for all, including protected veterans and individuals with disabilities

1.00

FLSA Status

Non-Exempt

Shift

1st Shift

Pay Rate/Salary

Negotiable.

Title of Position Supervisor

Director of IT Help Desk

Posting Type