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Helpdesk Specialist (2 Positions)
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Position Number: 1442919
Location: Denver, CO
Position Type: Computer and Information Technology

Helpdesk Specialist (2 Positions)

Position Number: E 920
Salary for Announcement: The starting salary is $46,361. The final salary will be commensurate with education and experience.
Employee Category: Administrators
Department: ITS - Client Services

Position Summary:
Our Helpdesk team is the first responders to student, faculty and staff incidents and requests. We understand the interconnectedness of all our IT systems and services, and we excel at helping our clients navigate them. The Helpdesk works with the Desktop Support, Systems Engineering, Learning Spaces Support and Client Configuration teams to provide outstanding computer hardware and software support to the entire university.

Reporting to the Help Desk Supervisor, you will provide over-the-phone and walk-up assistance with technical services to all students, faculty and staff of MSU Denver. You will be at home in this position if you promote knowledge-sharing and have no reservations asking questions of your peers. Your inquisitiveness will serve you well and we want to foster your professional growth and skills in areas that interest you. We're looking for a team member that values student success above all else, whether that be through advocacy on a ticket or superior mentorship of our team's student employees.

MSU Denver is pleased to offer our current and potential employees a wide array of benefit options. To learn more, please visit the following link:
https://www.msudenver.edu/media/content/humanresources/benefits/AdministrativeEmployeeBenefitOfferingsSummary.pdf

This posting will fill two positions.

Metropolitan State University of Denver is an equal opportunity employer.

Duties/Responsibilities:
65% Technical Support
Promote a service-oriented culture built upon clear and friendly updates to clients in conversation and writing. Maintain a case load of Tier 1 and Tier 2 requests and incidents on a first-in, first-out basis via call center phone system, ticketing system, and walk-up support. Provide resolutions, answers to questions, and advice.
Perform diagnostics on any system used to access MSU Denver supported services including Windows and Mac OS and make technical decisions following defined MSU Denver ITS procedures and industry best practices. Limit client downtime and follow-up on temporary fixes with more permanent solutions.
Perform troubleshooting of network connectivity issues including TCP/IP, routing, DHCP and DNS.
Install, test, and configure workstations, peripheral equipment and software.
Expand clients technological awareness by promoting new services and informational resources available to the MSU Denver community.
Stay upbeat and balance priorities in a high-energy environment.

15% Collaboration
Mentor student employees through structured trainings, one-on-one coaching, and daily response to their questions. Be available to all team members via email and chat clients throughout the day.
Become a Subject Matter Expert on 3-5 internal systems and be a liaison between other IT Services teams (i.e. Security, Networking, Application Services) and the Helpdesk to build familiarity in systems administered by other teams.
Identify duplicate or outmoded work processes and suggest alternate approaches
Participate in division/university-wide projects as a technical resource and serve as the Voice of the Customer to advocate and develop an optimal customer experience. Cultivate relationships with other work units.
Use customer service soft skills to address upset customers and remediate complaints without the need for supervisor involvement.
Participate in opportunities for professional development.

15% Technical Writing
Write and document technical solutions for publishing in the ITS Helpdesk knowledge base.
Conduct peer training to educate on processes and advanced technical solutions.
Write personable and comprehensive informational emails to clients from the ticketing system.
Document troubleshooting steps in the technical notes of tickets so that peers can follow your work.

5% Other duties as assigned

Required Qualifications:
Previous experience providing customer service in an information technology environment.
Previous experience troubleshooting of network connectivity issues including TCP/IP, routing, DHCP, and DNS
Previous experience using, troubleshooting and supporting MS Windows desktop OS (windows 7 64-bit, Windows 10) and Microsoft Office Professional 2013/16/Online.
Previous experience using and supporting Mac desktop OS (10.10+).
Previous experience using and troubleshooting standard desktop computing hardware and peripherals, which includes desktop and laptop computers, flat panel monitors, keyboards mice and printers.
Previous experience with MS Active Directory.

Preferred Qualifications:
Bachelors Degree from an accredited College or University.
Experience using the BMC Footprints Incident Management platform for case handling.
Experience using and supporting Blackboard Learn LMS software.
Familiarity with or experience troubleshooting mobile operating systems including iOS and Android.
Experience working in an information technology environment in a higher education setting.
Excellent interpersonal skills and enthusiasm for working with a diverse population.
Experience developing and leading training.
Experience with technical writing.
Error-free writing
Experience working with customers with no technology background

Posting Date: 02/03/2019
Closing Date:
Closing Instructions:

Special Instructions to Applicant:
Complete applications received by February 27, 2019 will receive full consideration. Position is open until filled.

IMPORTANT: In order to be considered as an applicant you must apply via the online application system, www.msudenverjobs.com.

References refers to a list of three professional references and their contact information.

Official transcripts will be required of the candidate selected for hire.

To apply, visit https://www.msudenverjobs.com/postings/11909