Department: ITS Technology Help Desk

Campus Location: Wichita, KS - WSU Main Campus

Hire Type: Full Time

Pay: Salary is set for the position at $22.02/hr

Work Schedule: Monday - Friday 8am - 5pm (on call rotation)

Export Compliance Requirement: This position requires access to EAR or ITAR controlled technologies. Applicants are required to be eligible for employment under U.S. export control laws and must meet the requirement of being a “U.S. Citizen”.

Job Story

The Technology HelpDesk Specialist is one of the most satisfying & challenging positions in an IT career! Why not join a team that truly works magic every day for the university?

This position provides you with both repetitive & diverse duties & exposes you to many situations. You’ll be absorbing new skills & creating relationships, keeping with the essence of the center as the one stop shop for students. This role assists with student’s personal devices of all types when technology doesn’t play nice. Our users need someone who truly listens to their struggles and engages them with clarifying questions – designating the best route for the IT ticket. Being professional with your calls, ticket follow-up & evaluation of needs, determining if it’s basic troubleshooting or needs escalation. Utilizing your methodical & puzzle solving mind is the default mode we need & why we want you as well! If you are looking to capitalize on your experience in the field so far but still want to learn immensely, & help when the tech gremlins attack, apply now!

Job Summary

Provide technical support to customers of University services including system access, wireless networks, email, University websites, ticketing requests and other services.

Essential Functions

Assists users with authentication to University networks, applications, and websites
Responds to and diagnoses problems through discussions with users, including problem recognition, research, isolation and resolution. Solves less complex equipment and application issues.
Refers problems that require higher level of expertise and/or in-person service to desktop support staff. Alerts appropriate staff to issues that have potential to disrupt network functions.
May maintain an adequate inventory of systems, subsystems and component parts to utilize in repair work.
May configure and install computer equipment and software. May create customized images for distribution to client desktops.
Contacts clients on a regular basis to discuss specific symptoms of equipment failure, nature of repairs required, and possible solutions to equipment problems. Updates ticketing system as needed.
May contact and work with vendors for technical support and parts procurement. May evaluate hardware needs and provides policy-compliant sales quotes from approved vendors for cost-effective options as needed.

Required Education and Experience:

• High school diploma or equivalent
• Three (3) years of experience in professional technical support environment. Every 30 hours of college coursework can be substituted for one (1) year of experience.

Required License/Certifications/Training:

• None

Knowledge, Skills and Abilities:

• Strong technical understanding and working knowledge of multiple OS platforms and applications.
• Organized and ability to coordinate the activities associated with students’ computing needs.
• Ability to be on-call and responsive to escalations from team members.
• Effectively communicate technical resolutions to a diverse population of learners and user understanding.
• Ability to establish and maintain effective working relationships, working collaboratively with internal and external customers.
• Ability to manage stress during high volume of support request.
• Strong problem solving and decision-making skills.
• Demonstrated ability to organize time and resources effectively and efficiently to complete work accurately and in a timely manner.
• Attention to details

Physical Requirements:

Ability to remain in a stationary position. Ability to operate a computer and other office equipment including but not limited to phone, printers, copiers, and calculators. Ability to communicate with others and accurately exchange information. Ability to position self for inspection, construction or maintenance of equipment and/or buildings including confined, elevated and loud noise spaces. Ability to move, transport, and/or deliver items, supplies, or equipment. Ability to move or traverse across campus, within buildings and offices, and/or across external environments.

Additional Physical Requirement:

Medium Work: Exerting up to 50 pounds of force occasionally and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force to constantly move objects.