The Help Desk technician will be responsible for all aspects of service desk support including Tier 1 and Tier 2 support.  This position is also responsible for intermediate level hardware and software troubleshooting to faculty, staff and student constituents.  This position reports to the Helpdesk Coordinator.

·         Answer phone calls and provide support for all supported end user hardware and software including the operating systems, office applications, various custom applications, etc.

·         Provide Tier 1 and Tier 2 level troubleshooting support

·         Provide timely resolution\escalation to user reported Incidents and requests for service

·         Thoroughly document end user requests, troubleshooting steps and resolutions in the Service Desk call tracking system

·         Respond to Service Desk Incidents as assigned, within the prescribed SLA timeframes

·         Deliver quality customer service to faculty staff and student constituents

·         Employ proper processes to ensure efficient handling of tickets to the helpdesk

·         Maintain quality images for MSOE owned laptops through image creation and troubleshooting ·         Liaise with third level support regarding unresolved issues

·         Work with various faculty/staff on their request for laptop support for campus related programs ·         Provides on-going follow up to customers until resolution of issue.

·         Assists in collection and analysis of real-time trending information.

·         Orients and transfers knowledge to junior staff

·         Other duties as assigned

Supervisor Information:
Ben Harris

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