JacksonRecruiter Since 2001
the smart solution for Jackson jobs

Help Desk Technician

Company: The Phoenix Group
Location: Jackson
Posted on: November 19, 2021

Job Description:

Position Summary: Responsible for attaining maximum utilization of internal and field resources through daily dispatch of service requests. The candidate will provide Tier 1 technical software, hardware, and network problem resolution to all users by performing question / problem diagnosis and assigning tasks to designated resources as appropriate. The technician will create a collaborative and supportive environment that inspires focus on institutional goals. This position will work in concert with the Director of Instructional Technology & Institutional Initiatives, the Manager of User Services as well as other members of OIT to ensure departmental goals are achieved. This position is ideal for a candidate who can lead the day to day activities of responding to emails, answering phone calls, processing requests, and maintaining overall calendar scheduling & time management each day.Essential Functions:-- Dispatch classroom and desktop resources as required to address technical issues within the enterprise-- Act as the single point of contact to the customer for all Information Technology service requests-- Intake all work as service tickets into Helpdesk Ticketing System-- Improve usage and increase productivity of Information Technology support resources-- Pre-process service requests as they arrive through email, phone, or direct customer input into the customer relationship management system-- Escalate service requests that cannot be completed within agreed service levels-- Monitor resource schedules to ensure prompt time entry on service requests-- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages-- Provide in-person or online support for both brick and mortar and online classroom technologies as directed

  • Ability to proactively recommend effective courses of action and communicate resolution, policy, and procedures to the various stakeholders, management, and end user population
  • Clearly communicate technical solutions in a user-friendly, professional manner; provide one-on-one end-user training as needed
  • Generate written monthly project reports; supply service analytics on an as needed basis
  • Work to standardize existing processes and implement best practices
  • Maintain effective working relationships to ensure institution-wide teamwork
    • Must understand and be able to implement effective OIT practices and solutions in an open and collaborative environment
      • Maintain a professional and courteous attitude at all times towards co-workers, internal and external customers, its programs, policies and procedures in a positive and professional manner.
      • Maintain high regard for student privacy in accordance with the FERPA privacy policies and procedures.
      • Provide audio / video support as required to support both the classroom environment, special events, and distance education
      • Accept and execute other duties as assigned
      • Requirements: Proven track record of effective and timely technical problem resolution. Ability to work with both PC and Mac users. Excellent oral and written communications. Ability to act effectively as a member of a team and to interact successfully with broad-based academic colleagues. Excellent analytical, organizational, interpersonal skills. Must be detail-oriented, multi-tasker capable of working in a fast-pace environment

Keywords: The Phoenix Group, Jackson , Help Desk Technician, Professions , Jackson, Mississippi

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category

Log In or Create An Account

Get the latest Mississippi jobs by following @recnetMS on Twitter!

Jackson RSS job feeds