IT Help Desk Technician

Divine Mercy University (DMU) is a rapidly expanding, entrepreneurial academic institution on the cutting edge of online educational delivery. DMU is a Catholic graduate school of psychology and counseling, founded in 1999 as the Institute for the Psychological Sciences. The University is dedicated to the scientific study of psychology and related fields with a Catholic understanding of the person, marriage, and the family. The University offers a Doctoral (Psy.D.) degree in Clinical Psychology, an online Master of Science (M.S.) degree in Psychology, and an online Master of Science (M.S.) in Counseling. Additionally, it offers online certificate programs, including a Spiritual Director's Certificate.

We are seeking a positive and enthusiastic IT Help Desk Technician who loves working as part of a team to support students and staff in a higher education setting. Under the direction of the Director of IT, the IT Help desk Technician provides first and second level phone and in-person support to users for email, connectivity, networking, operating system, and application issues; responsible for generating support tickets, troubleshooting IT related problems and escalating trouble tickets as necessary to specialized staff for resolution.

The IT Help desk Technician will also participate in project-based work such as upgrades, installations, etc. and must be effective in interpersonal communication and problem solving, set up and operate the video, audio, and lighting equipment used to enhance live events. They assemble microphones, mix sound boards, coordinate graphics, operate spotlights, manage video recordings, and provide technical support.

Some of your main responsibilities include:

• Provide exceptional customer service to all users.
• Install and configure Desktop/Laptop PCs and peripherals such as printers and USB-connected devices.
• Configure and support mobile devices such as iOS (iPhone and iPads) and support Android mobile phones.
• Troubleshoot hardware and network connectivity issues at an advanced level.
• Troubleshoot and document resolution for Google Workspace and Windows Operating System Issues.
• Provisioning of hardware devices remotely.
• Collect, provide, and maintain detailed records in service requests regarding actions taken to resolve.
• Strategically analyze complex service requests to resolve them in a time-efficient manner.
• Support escalation process by working on service requests escalated by fellow IT Support Technicians.
• Escalate service requested to higher-level Support Technicians/Management in a timely manner when needed.
• Help create SOPs to support the team in the resolution of service requests.
• Conduct quality control analysis during performance and adjust as needed.
• Work directly with clients and implement their specifications.
• The job may require after-normal business hour support as well as possible weekends.

In order to be successful, you'll need to have:

WORK EXPERIENCE:

• 2-4 Years minimum experience in an enterprise helpdesk or computer support environment with working knowledge of Audiovisual concepts.
• Experience serving as a level 2 or higher technician in a similarly complex IT environment is preferred.
• Familiarity with the support portal software application and how to triage the incoming service requests among the support team.
• Demonstrated expertise in Windows PC hardware and software.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve moderately complex technical and audio issues.
• Demonstrated ability to work with a high degree of attention to details.
• Ability to multitask, set priorities and ensure that all support tickets are resolved promptly.
• Success working within an office environment, collaborative working with a broad spectrum of internal customers.
• Proficiency in English.
• Excellent communication skills.
• Customer-oriented and cool-tempered.

EDUCATION/QUALIFICATIONS

• Bachelor’s Degree required or equivalent combination of education and work experience.
• 2-4 years (s) of relevant experience required to provide technical support to end users.

OTHER QUALIFICATIONS:

• Desktop training certification from Microsoft (MCDST or MCITP), CompTIA A , and HDI-DST Certification) is preferred. Additional certification a plus C , Network Plus, Google IT Support, and Microsoft IT Support
• Experience with Google Workspace Suite, Microsoft Office Suite, Windows 10, PC and MAC, Antivirus Software, and Imaging.
• General knowledge of Help Desk Tracking database tools (Freshworks, KACE, Jira, etc.)
• Experience developing processes and procedures for end-user instructional use.
• Understanding of Active Directory, Storage, Systems, and Networking, a plus
• Candidate must be a quick learner with exceptional communication and customer service skills.
• A proactive mindset with a focus on constant improvement and follow-through at all levels
• Strong technical problem-solving skills
• Ability to take ownership of issues, work independently or escalate as needed, and find creative ways to resolve problems.
• Ability to pass a background check which includes criminal and credit inquiries.

NONDISCRIMINATION STATEMENT: Committed to the teaching of Vatican Council II that every type of discrimination, whether social or cultural, whether based on sex, race, color, social condition, language or religion, is to be overcome and eradicated as contrary to God's intent (Gaudium et Spes, 29), DMU is an Equal Opportunity Employer and is actively committed to increasing diversity within its community. DMU encourages applications from persons of color, women, veterans, and persons with disabilities.