Technology HelpDesk Specialist

Provide technical support to faculty, staff, students and guest users for university services including system access, wireless networks, email, university websites, ticketing requests and other services. Help Desk support is done via phone, email, online ticketing and walk ins. Duties include but are not limited to: assisting in password resets, troubleshooting general access issues, creating tickets (work orders) for servicing university licensed software and hardware. Hardware includes a large range of devices from Windows and Apple computers to high volume printers. Help Desk must work closely with other team members outside of the Help Desk including Desktop Support, Windows Server Group, Network Support, Telecom and others. Customer satisfaction is paramount. This position reports to the Manager of Technology Help Desk. The employee will receive assignments, general directions, and priorities from Manager of Technology Help Desk, Director of Client Services, and/or Chief Information Officer.

• Two years of education from an accredited college/university

• One year of experience in professional technical support environment at the customer level that includes PC and Apple devices.
• Experience diagnosing and troubleshooting computer hardware and software with ability to implement simple solutions when applicable.
• Experience with computer applications such as Office Suite, email, and various browsers.

• Must possess a strong customer centered philosophy.
• Must be able to offer assistance that is adapted to the computer abilities of clients.
• Working knowledge of Windows Operating Systems, Mac O/S and Android.
• Professional personal presentation.
• Excellent listening skills.
• Strong verbal communication skills.
• Written communications skills.
• Ability to work with a minimum of supervision.

All employees of Wichita State University are expected to support the WSU Vision, Mission and Values and foster an environment of diversity in culture, thought and experience.

• Bachelor’s degree from an accredited higher education institution in related area.

• Three years of related work experience in customer computer support.
• Experience with setting up Exchange calendars.
• Familiarity with setting up Wireless networks and Exchange mail on various smart phones.
• Experience in wireless communication.
• Positive attitude and willingness to embrace change.
• Proficiency in network communications.
• Team player engaged with management and team members.
• Adhering to policies and protocols and guidelines set by the department and the university.
• Experience in documentation of completed tasks.
• Ability to multitask.

Desktop systems are electronic devices. Care must be considered when working on failed equipment. Dust is a regular occurrence when cleaning systems.