Helpdesk Technician #JR1342

Fort Lewis College   Durango, CO   Full-time     Information Services / Technology (IT)
Posted on November 6, 2023
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Helpdesk Technician

Fort Lewis College, Durango Colorado

Full time

JR1342

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

Job Description:

Essential Functions and 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.

Required Education, Specialized Skills and Experience:

·Graduation from an accredited college or university with an associate’s or bachelor’s degree in a related field of study. Two 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 Education, Specialized Skills and Experience:

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.

Reports To / Supervisory Responsibility:

This position reports to Manager of Technical Support Services.

Work Environment:

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.

Physical Demands:

The physical demands described here are representative of those that must be met by the employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to: stand, sit, talk, hear, and use hands and fingers to operate a computer and telephone keyboard; reach, stoop and kneel to install computer equipment.

Specific vision abilities required by this job include close vision requirements due to computer work.

Light to moderate lifting to move equipment is required.

Travel:

Less than 5% travel is expected for this position.

FLSA Status/ Position Type/Expected Hours of Work/ and Salary Range:

Exempt

Full Time 1.0 FTE

Permanent

Full Year

Typical Work hours are 8am to 5pm, Monday to Friday, with some Saturdays as required.

Compensation The salary for this position is $42,000, per year, plus a comprehensive benefits package.

About Fort Lewis College:

On a sage-brushed mesa overlooking downtown Durango and the La Plata Mountains, Fort Lewis College is Southwest Colorado’s premier public undergraduate research institution. With more than half of the 3,300 students identifying as people of color, FLC’s academic programming and campus life thrive on nurturing safe, diverse spaces for intellectual exploration and helping people achieve their career goals. A Native American-serving, Non-Tribal Institution, FLC is committed to promoting economic development in neighboring tribal communities and connecting students with the education they need to be the change in the world they want to see. Degree programs span the arts, business, education, health sciences, humanities, and social and natural sciences. Coursework builds on the natural, cultural, and historical resources found around the Four Corners region. Students work closely with faculty on research projects with real-world implications. Like the mountain town it resides in, FLC promotes a culture of work-life balance for students, faculty, and staff. Skyhawks enjoy unparalleled access to a healthy outdoor lifestyle thanks to 300 days of sunshine a year and more than 300 miles of hiking and biking trails in and around Durango

Notice to Prospective Employees:

The Fort Lewis College is required by the Clery Act of 1990 to notify prospective employees, current employees, students and applicants where to access our Campus Security Report. The report is updated and published annually in accordance with the Higher Education Amendments of 1998, Federal Student Right-to-Know, the Federal Drug-free Schools and Campuses Act of 1989. This report contains information about:

Fort Lewis College's alcohol and other drug policy

Sexual assault policy

Campus security policies

Campus/community resources

The Colorado Riot Offense Statute restriction on enrollment

Where to find registered sex offender information

Crime statistics for the previous three calendar years

Reporting crimes

The Campus Security Report can be accessed in two ways: By going to the internet website at: www.fortlewis.edu/AnnualSecurityReport Fort Lewis College Student Affairs Office will also provide a paper copy of the annual security report upon request. You can reach them at (970) 247-7331.

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.

Discrimination Questions?

Office of Compliance and Community Standards

David Pirrone, Director of Compliance

192 Education Business Hall

1000 Rim Drive

Durango, Colorado 81301

(970) 247-7182 djpirrone@fortlewis.edu

Questions about Title IX sex discrimination?

Office of the Title IX Coordinator

Kate Suazo, Assistant Director of Compliance and Title IX Coordinator

230 Skyhawk Station

1000 Rim Drive

Durango, Colorado 81301

(970) 247-6729 cmsuazo@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.