Helpdesk Consultant

09/30/2019

Info Technology Consultant 2

Helpdesk Consultant

610150 - OIT Academic Technology Services (ATS)

D95498

OP - SEIU/OPEU Local 503

1.0

Academic Technology Services (ATS) facilitates the use and understanding of technology to connect the PSU campus to the best IT solutions. Our support teams are the first stop for tens of thousands of campus community members in need of technology assistance each year. ATS also has specialized teams who work on the design, planning, deployment, and administration of core academic platforms, numerous business-unit specific applications, and all of the technology-enhanced learning classrooms and labs on campus. ATS consists of the University’s:
*Central IT Helpdesk
*Academic & Business Application Services
*Computer Labs and Classrooms
*IT Accessibility Services
*AV Events Management
*Lecture Capture
*IT Content and Communications

As a helpdesk consultant, you will be responsible for resolving the most challenging computer support issues for faculty, staff and students. You’ll work closely with our tier 1 support teams, providing guidance on issues, and you’ll conduct workshops to inform the campus community about our systems and how to get the most out of them. You’ll recommend ways to improve processes and identify systems changes to make things run smoother and you’ll work with departments to recommend the best IT solutions to meet their needs.

A day in your life may look like: In the morning, catch up on unread email, check the helpdesk consultants support queue for new requests and follow up on requests you’re already handling. You might create a new print queue, troubleshoot an account issue or give a customer some guidance on choosing a technical solution for a business problem. Our tier 1 support team relies on you for your technical expertise, so you’ll keep an eye on Slack throughout the day and respond to their questions or direct them to the proper resource. Empowering people with information is an important part of your job, so you might spend time writing an article for our knowledge base or conducting a workshop. In the afternoon, you’ll attend a project meeting where you’ll provide a status update for your tasks and participate in a lively discussion about the project’s details. After that, you might attend a joint team meeting, where you and other helpdesk consultant team members discuss issues, systems changes, and process improvements with another OIT team. At the end of the day, you’ll take another look at your existing issues, send out some questions or updates if you have them, and know that tomorrow will bring new challenges your way.

Summary of Position Duties:

• User Support (40%): Provide consultative technical support and services to the campus community to ensure problem resolution, system/data access, and optimal system performance.

• Documentation (20%): Produce technical and procedural documentation for internal and external use.

• Support Tier 1 Helpdesk activities (30%): Serve as an escalation point, mentor and support student technicians, generate training and documentation and suggest process improvements for tier 1 support.

• Training (5%): Provide ad-hoc and formal end user training.

• Other duties as assigned (5%)

This classification requires a basic foundation of knowledge and skills of technology and information systems generally obtained through an AA degree in computer science, information systems, educational technology, communications, or related fields, or similar certified course work in applicable fields of study and at least one year of related work experience.

• Proven ability to work in a collaborative, technical, team oriented environment

• Three or more years experience providing customer support in Information Technology

• Strong interpersonal skills and the ability to communicate effectively with technical and non-technical staff

• Demonstrated knowledge of both Mac and PC operating systems

• Familiarity with common desktop hardware configuration, deployment, and repair

• Ability to work in a fast-paced, high-volume support environment

• Experience supporting printers, copiers, and multi-function devices

• Working knowledge of Windows Active Directory environments

• Functional knowledge of networking concepts, and configuring devices on the network

A successful candidate will have experience and knowledge in some of the following:

• Deep familiarity with Active Directory user, group, computer, and policy management

• Familiarity with trouble ticket or incident tracking systems (e.g. Remedy, RT, Jira Service Desk, Spiceworks)

• History using Windows and/or Mac OS imaging tools/techniques

• Experience with managed user accounts (e.g. Active Directory, Identity Management platforms, Single-sign-on)

• Experience creating and maintaining technical and customer-facing documentation

• Experience supporting workstations in a managed environment using configuration management tools (e.g. Microsoft SCCM, JAMF, LANDesk, ZENworks, etc.)

• Familiarity with configuration and troubleshooting of common mobile devices

• Experience with process analysis and improvement
  *Working knowledge of IT security principles and practices

We ask our employees and applicants (that’s you!) to align with our OIT Attributes for Success

• Coaching: you appropriately give, accept, and incorporate feedback from others.

• Communication: you exchange information and ideas well, verbally and in writing; communication is an essential tool for productivity and strong working relationships in OIT.

• Emotional Intelligence: you possess the capacity to be aware of, manage, and express your emotions; you handle interpersonal relationships with empathy and safety, enabling diverse types of people to work together.

• Proactive: you recognize and initiate opportunities to take action and prevent potential problems or threats.

• Teamwork: you identify with the larger organizational team and your role within it; you share resources, respond to requests, and support our organizational strategy.

Creates an environment that acknowledges, encourages and celebrates differences.
Functions and communicates effectively and respectfully within the context of varying beliefs, behaviors, orientations, identities and cultural backgrounds.
Seeks opportunities to gain experience working and collaborating in diverse, multicultural, and inclusive settings with a willingness to change for continual improvement. 
Adheres to all PSU policies including the policies on Prohibited Discrimination & Harassment and the Professional Standards of Conduct.

Contributes to a culture of environmental stewardship, practices resource conservation, and actively works toward achieving long-term sustainability goals.

40 hours/week ; schedule to be determined.

The starting annual salary rate for this position will be between $21.64-$26.44/hr with an excellent benefits package including 95% employer paid premiums (employees and eligible dependents) and significantly reduced tuition rates for employee and eligible dependents at any of the Oregon Public Universities. After completing six full months employees are eligible to choose between our two employer paid pension programs in addition to two voluntary retirement programs. Wellness options include access to the PSU rec center at a reduced rate and free wellness programs. For a comprehensive view of all PSU benefits, visit the PSU Total Compensation Calculator page at https://www.pdx.edu/hr/psu-total-compensation-calculator.

Yes

09/03/2019