What are the responsibilities and job description for the Technician, Information Technology Help Desk I position at Lindenwood University?
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Benefits of Being a Lindenwood Employee:
- Upon hire, employer-paid tuition benefits for bachelor’s (employee, spouse, and dependent) and master’s degree programs (employee and spouse only).
- Tuition discounts for doctoral programs (employee only).
- Comprehensive benefits plan: medical, dental, vision, life insurance, disability insurance, and retirement options.
- Paid holidays: MLK Jr. day, Good Friday, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving break (Wednesday – Friday), and winter break (Dec. 23 – Jan. 1).
- Free lunch Fridays: LU employees are eligible for a free meal on Fridays at the Evans Commons Dining Hall or Spellman Dining Hall; Chick-fil-A and Qdoba included.
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Professional development opportunities through the Lindenwood Learning Academy.
JOB TITLE SUMMARY
Job Title: Technician, Information Technology Help Desk I
Division: Information Technology (IT)
Evaluation Group: Staff
FLSA Status: Non-Exempt
Reports To: Supervisor, Information Technology Help Desk
Positions Supervised: N/A
Job Summary
The technician, IT help desk I provides day-to-day help desk services by answering telephone calls, replying to e-mails, and responding to other IT service-related inquiries. This position assists users with identifying IT problems and finding and executing resolutions. This role also assists with copy center operations.
Essential Job Functions and Performance Indicators
The intent of this job description is to provide a representation of the types of duties and level of responsibility that will be required of positions given this title. This job description shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.
Job Responsibilities and Execution
- Resets user passwords for domains, voicemail, and other University systems
- Assists users in the removal of computer viruses, malware, spyware, and other harmful programs
- Installs and configures software for users as requested
- Monitors campus ticketing system and seeks out resolutions to requests
- Prioritizes workload based upon importance/urgency of individual requests
- Assists with the creation and troubleshooting of University-issued IDs
Service Excellence
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Supports the missionof the University and serves as an ambassador of the Q2 culture of service excellence
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Models, supports, and holds others accountable to the University’s values
- Assists users by troubleshooting issues until completion
Communication, Teamwork, and Collaboration
- Works with users to troubleshoot or identify technical or complex issues
- Communicates with team members to resolve or escalate service requests
- Gathers and enters necessary information/details into ticketing application
- Communicates with users during any service request, providing regular status updates until completion/resolution
Job may require other duties as assigned.
Required Qualifications – An equivalent combination of education, training, and experience will be considered. Additional requirements may be designated by position.
- Bachelor’s degree
- Related experience preferred
Knowledge, Skills, and Abilities – May be representative, but not all inclusive, of the knowledge, skills, and abilities necessary to perform this job competently.
- Demonstrated ability to work effectively with individuals from diverse communities and cultures
- Excellent verbal and written communication skills
- Highly organized with ability to direct multiple projects simultaneously
- Ability to use good judgment and think critically
- Ability to prioritize user requests correctly
- Excellent collaborative skills
- Ability to coordinate with other departments
Work Environment – Environmental or atmospheric conditions commonly associated with the performance of this job’s functions. Please
click here
to view Lindenwood University’s flexible work designation descriptions.- General office setting
- Non-Standard Flex
Physical Abilities – The physical demands described below are representative of those that must be met by an employee to successfully perform this job’s essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- Ability to work effectively at a computer for up to eight hours daily
- Ability to sit for extended periods of time
- Ability to lift up to 50 pounds
- Ability to use repetitive wrist, hand, and finger movements to type regularly
- Regular attendance is a necessary and essential function
Equal Opportunity Employer
Lindenwood University is an Equal Opportunity employer. The University complies with appropriate federal, state, and local laws and provides equal employment opportunities and access to educational programs without regard to race, color, religion, gender, age, sexual orientation, gender identity, national origin, veteran status, disability, or any other protected status to all qualified applicants and employees. Lindenwood University is committed to a policy of non-discrimination and dedicated to providing a positive discrimination-free educational work environment.
