Help Desk Technician - Enterprise Technology Services

Howard University is a comprehensive, research-oriented, historically Black private university providing an educational experience of exceptional quality to students of high academic potential with particular emphasis upon the provision of educational opportunities to promising Black students. Further, the University is dedicated to attracting and sustaining a cadre of faculty who are, through their teaching and research, committed to the development of distinguished and compassionate graduates and to the quest for solutions to human and social problems in the United States and throughout the world.

Position Compensation

Salary commensurate with qualifications, education & University guidelines.

Position Information

BASIC FUNCTION:       

The purpose of this position is to perform the daily activities of the help desk, by answering calls and identifying solutions and working with system users to computer related issues.

SUPERVISORY ACCOUNTABILITY:

None

NATURE AND SCOPE:

Internal contacts include executives, administrators, faculty, staff and students, ETS, Human Resource Management, Payroll, Accounts Payable, General Ledger and the University at large. External contacts include consultants, vendors, information technology representatives from other organizations, etc.
 

PRINCIPAL ACCOUNTABILITIES:             

• Answer calls and address user questions concerning software, hardware, email, passwords and access.

• Address phone, walk in and office support problems, questions, concerns and issues as part of the help desk team. Assist in identifying trends related to issues or questions raised by customers.

• Make recommendations to improve policies, practices and procedures using hand-on technical skills.

• Document procedures and common resolutions contributing materials to the knowledge-sharing.

• Repository evaluate and prioritize calls, walk-in traffic and e-mail request for assistance.

• Provide assistance to staff in testing, implementation and validation of initial software platform and subsequent upgrades and/or modifications.

• Pose series of questions to customers in operating departments to understand business problems and develop technical solutions. Provide rudimentary technical expertise on applications, technical tools and software.

• Participate with team in the resolution of software or business related problems related to applications.

• Maintain working knowledge of deployed applications and upgrades. Provide orientation to help desk staff and University staff as necessary.

• Participate in hardware and software installation, repair and upgrade as well as problem diagnosis and resolution resulting from these installations.

• Participate in testing application updates and fixes patches, legal changes and configuration updates.

• Create end user profile accounts.

• Remain current on application developments in order to perform competent, quality service to users.

• Perform other job-related duties as assigned.

CORE COMPETENCIES:

• Knowledge of the principles, practices and methods of Windows operating systems, web browser configuration, PC applications and database structures.

• Knowledge of systems maintenance, analysis and development including the understanding of project life cycle, computer networking, security systems, applications, procedures and techniques.

• Knowledge of applications implementation and or functional support.

• Knowledge of various personal computer applications and their relations to mainframe computers.

• Skilled in oral and written communications with the ability to explain complicated, technical procedures to lay persons (in English), and the ability to present information in a computerized graphic format along with good listening ability.

• Skilled in analysis and production support with the ability to be proactive in troubleshooting and assisting customers.

• Strong organizational skills with ability to multi-task meet deadlines and deliver high quality customer service and satisfaction.

• Ability to plan and organize tasks quickly to respond to questions, problems and system failures and to analyze problem areas and recommend system upgrades and changes as necessary.

• Ability to evaluate procedures and/or performance and develop alternative methods to improve performance and meet objectives.

• Ability to maintain harmonious working relationship with staff, students, faculty and University officials and the general public.

MINIMUM REQUIREMENTS:

Bachelor’s degree in Information Technology, Computer Science, Management Information Systems or closely related field and 1-3 years of administrative experience. Ten years of related work experience may be substituted in lieu of educational qualifications.