Position Title: Help Desk Staff
Reports to: Instructional Designer
Job Status: Part-Time (35 hrs./wk.)
Broad Functions: Provide technical support to graduate students and faculty during a combination of daytime, evening, and weekend hours. In order to assist customers, help desk professionals must possess both the technical knowledge required for troubleshooting and the customer service skills necessary to interact with individuals who are experiencing technical problems.
- Provide technical support to graduate students, faculty, staff, and other stakeholder groups to determine computer/technical problem as part of the troubleshooting process.
- Perform on-site diagnostics, install new software, and repair computer hardware.
- Determine and order the correct pieces of hardware/software to meet current needs.
- Assist faculty in regard to basic technical issues, utilizing their online courses, student concerns, and general Learning Management System concerns.
- Provide instructional design support to faculty utilizing Blackboard Learning Management System for delivery of course content deliverables, including online course materials, assignments, discussion sessions, exams, evaluations, etc.
- Provide back-up and support to the project’s Instructional Designer.
- Assist Instructional Designer with One Button Studio video recordings and editing.
- Assist graduate students and faculty with One Button Studio equipment.
- Read and understand complex manuals and terminology and then communicate information using basic terminology.
- Track and monitor problems/issues to ensure a timely resolution.
- Provide technical support during a combination of daytime, evening, and weekend hours.
- Perform other related duties as required or as directed. The omission of specific duties does not preclude the supervisor from assigning duties that are logically related to the position.
Bachelor’s Degree in IT preferred, Minimum one (1) year experience in IT support position.
- Greet visitors and callers, handle their inquiries, and direct them to the appropriate persons according to their needs.
- Learn to operate new office technologies as they are developed and implemented.
- Set up and maintain paper and electronic filing systems for records, correspondence, and other materials.
- Locate and attach appropriate files to incoming correspondence requiring replies.
- Ability to take direction and work independently as needed.
- Ability to maintain confidentiality when dealing with highly sensitive information.
- Knowledge of online communication tools (e.g., Microsoft Teams, ZOOM, etc.).
- Strong computer skills; Knowledge of MS Office (Word, Excel, PowerPoint, etc.).
- Ability to communicate effectively with others verbally and in writing.
- Ability to address graduate student needs while following University policies and procedures.
- Experience with Learning Management Systems (LMS) (e.g., Blackboard).
- Demonstrated ability to design online courses and materials using a variety of hardware and software tools (e.g., Adobe Flash, Photoshop, Adobe Suite (Adobe Presenter, Captivate); Camtasia Studio, Articulate Studio, and others.
- Exceptional customer service skills.
- Strong problem-solving skills.
- Excellent organizational and time management skills.
- Ability to be flexible with changing priorities.
- Bilingual Preferred.
- Familiarity with the implications of the Americans with Disabilities Act (ADA) on the presentation of web content and electronic resources for accessibility.
To apply, e-mail your resume to: firstname.lastname@example.org