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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

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