Student HelpDesk Technician Job Description

Position Title: Student HelpDesk Technician
Reporting: Reports to the HelpDesk Coordinator and Fulltime Technician.

Responsibilities and Duties

• Troubleshooting, diagnosing and resolving or assigning software, hardware, and network requests received via walk in, phone, or e-mail.
• Checking and responding to voicemail.
• Moving requests toward resolution by completing them or encouraging others to complete them.
• Installing or updating software on user’s computers.
• Notifying users that equipment is ready to be picked up.
• Visiting college employees for problem solving, training, or equipment delivery/pick up.
• Pursue self-education/development to enhance skills and abilities.
• Other tasks that will be assigned as needed.

Qualifications

• Completion of at least one semester of study at Houghton before employment begins.
• Working knowledge of current software used by Houghton College (i.e. Microsoft operating systems and Office products).
• Good customer service skills.
• Good technical knowledge and troubleshooting skills.
• Aptitude for training and developing customers.
• Self-confidence and a good work ethic.
• Ability to proactively identify tasks that need to be done.
• Multitasking skills and ability to work in a high stress environment.
• Ability to work as a team.
• General knowledge of computer hardware and networking preferred.
• Macintosh experience preferred.
• Prior experience in a customer service environment preferred.