Help Desk Technician

Fort Lewis College   Durango, CO   Full-time     Information Services / Technology (IT)
Posted on October 7, 2021

Help Desk Technician Information Technology

Position Summary

The Help Desk Technician is a member of the Technology Support Services IT Team whose primary role is to provide first level technical support to the College’s client devices, labs, networks, and enterprise systems,  using multiple communication methods which may include phone, email, chat, and in person support to all faculty, staff and students. This individual will work closely with the campus customer base, outside vendors, public patrons, and other IT teams to develop, coordinate, integrate, implement, and support technology solutions throughout the College. 

Minimum Qualifications

  • Graduation from an accredited college or university with an associate’s or bachelor’s degree in a related field of study. 
  • Two or more years of closely related work experience may substitute for an associate’s degree.  
  • Technically fluent in desktop operating systems, both Windows and Macintosh. 
  • Technically fluent in Microsoft Office products. 
  • Hands-on software and hardware troubleshooting experience. 
  • Ability to effectively communicate over the phone, through email, and chat. in-person 
  • Ability to produce written technical documentation in a user-friendly format. Experience working in a team-oriented, collaborative environment. 

Preferred Qualifications

  • Experience with Footprints incident and problem manager or similar ticketing system.  
  • Experience in a higher education Help Desk setting.  
  • Experience providing remote user support with Microsoft System Center Configuration   Manager or similar tool.
  • Experience with Packet Fence or similar network access control software.

Major Responsibilities

  • Field incoming help requests from end users via both telephone, e-mail, and in-person visits in a courteous manner.  
  • Document all pertinent end user identification information; including name, department, contact information, and details about the nature of problem or issue.  
  • Prioritize and schedule incident tickets.
  • Escalate incidents (when required) to the appropriate team in Information Technology.  
  • Record, track, and document the Help Desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to the final resolution.  
  • Clearly communicate technical solutions in a user-friendly, professional manner.  
  • Apply diagnostic utilities to aid in troubleshooting. 
  • Submit RMAs to vendors for hardware repairs when necessary. Use common technical resources to research solutions and aid in problem resolution.  
  • Identify and learn appropriate software and hardware used and supported by the organization.  
  • Perform hands-on fixes at the desktop level; including installing and upgrading software, installing hardware, and new computer setup. 
  • Test fixes to ensure that a problem has been adequately resolved.  Perform post-resolution follow-ups to help requests.  
  • Perform preventative maintenance including checking and cleaning of workstations, printers, and peripherals. 
  • Evaluate documented resolutions and help contribute to the Knowledge Base. Analyze trends for ways to prevent future problems.  
  • Develop help sheets, self -service documentation, how-to videos, and frequently asked questions lists for end users.  
  • Supervise and mentor student workers in the Help Desk and the Labs.  
  • Perform other duties as assigned.

Work Conditions

The work environment characteristics described here are representative of those that an employee can expect while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.   

  • Moderate noise (i.e. business office with computers, phone, and printers, light traffic). 
  • Ability to work in a confined area. 
  • Ability to sit at a computer workstation for an extended period of time. 

Compensation

The salary is $40,000 per year plus a comprehensive benefits package.

The College and the Community

Fort Lewis College, a public institution located in Durango, Colorado, offers degree programs in arts, business, education, health fields, humanities, social and natural sciences, and teacher education. Our inspiring mountain campus is located atop a scenic mesa overlooking historic Durango and situated between the San Juan Mountains and the desert Southwest.

We are committed to accessible and high-quality baccalaureate education, and our hallmarks are remarkably close relationships between students and faculty, the freedom of intellectual exploration, and the challenge of experiential learning. Our 3,300 students come from 48 states, 17 countries, with 36% Native American and Alaska Native backgrounds, and 11% Hispanic backgrounds. Durango is a thriving multicultural community of 18,500 set along the beautiful Animas River Valley. Averaging 300 sunny days per year, the community is known for its outdoor lifestyle and friendly, festive atmosphere. Durango is also the cultural and economic hub of the Four Corners region, rich in dining, shopping, and entertainment, and linked with airline service to hubs in Denver, Phoenix, and Dallas.

Equal Opportunity

Fort Lewis College does not discriminate on the basis of race, age, color, religion, national origin, sex*, disability, sexual orientation, gender identity, gender expression, family or domestic status, political beliefs, veteran status, pregnancy, or genetic information. Accordingly, equal opportunity for employment shall be extended to all persons. The College shall promote equal opportunity, equal treatment, and affirmative action efforts to increase the diversity of students, faculty, and staff. The College is dedicated to building a culturally diverse and pluralistic faculty and staff committed to teaching and working in a multicultural environment.

To file a report, get resources, read policies, or make an appointment, See www.fortlewis.edu/CARE.

Questions about Title IX sex discrimination?

Office of the Title 9 Coordinator

Molly Wieser

230 Skyhawk Station

1000 Rim Drive

Durango, Colorado 81301

(970) 247-7241 wieser_m@fortlewis.edu

Other discrimination questions?

Office of the Equal Opportunity Coordinator

David Pirrone

192 Education Business Hall

1000 Rim Drive

Durango, Colorado 81301

(970) 247-7182 djpirrone@fortlewis.edu

Information about Fort Lewis College’s alcohol and drug policy, sexual assault policy, campus security policies, campus crime statistics, fire safety procedures and fire statistics, and campus/community resources can be found in the Annual Security and Fire Safety Report. Hard copies are available upon request.

* Title IX of the Education Amendments of 1972 and Part 106 of the Code of Federal Regulations (CFR) prohibit discrimination on the basis of sex, including in admission and employment. Inquiries about the application of Title IX and CFR 106 to Fort Lewis College may be directed to FLC's Title IX Coordinator and/or to the Assistant Secretary for Civil Rights of the Department of Education.

ADAA Accommodations

Any person with a disability as defined by the ADA Amendments Act of 2008 (ADAAA) may be provided a reasonable accommodation upon request to enable the person to complete an employment assessment. To request an accommodation, please contact Kristin Polens by phone 970-247-7459 or email kpolens@fortlewis.edu at least five business days before the assessment date to allow us to evaluate your request and prepare for the accommodation. You may be asked to provide additional information, including medical documentation, regarding functional limitations and type of accommodation needed. Please ensure that you have this information available well in advance of the assessment date.