| Position Number: 00005472 | Working Title: Help Desk Associate |
| Department Name: IT Client Services UNCA | Reports To Title: Client Services Manager |
| FLSA Designation: Non-Exempt | Union: |
| RESPONSIBILITY | TIME SPENT PERCENTAGE | ESSENTIAL FUNCTION | TASKS |
|---|---|---|---|
| Customer and Technical Support | 50 | X | Diagnose and resolve issues on various computers, tablets, and mobile devices including software, operating systems, and facilitating hardware repair where available. Assist with software installations and upgrades. Provide tier one support, in person and over the phone, for issues related to networking, systems, email, and security. Resolve issues with University account logins, escalate account issues as needed to the appropriate teams. |
| Documentation | 40 | X | Record calls and interactions in UN ITS incident tracking system. Monitor and resolve incidents in ticket queue. Escalate these interactions as needed to other teams within UN ITS. Use and update knowledge base articles to solve customers# issues or questions. Work with other staff as needed to verify the completeness and accuracy of these articles. |
| Other Duties as Assigned | 10 | Other technical duties regularly arise on campus which can include teaching and training of students, faculty, and staff around University technology and systems. Support other IT functions, including equipment checkout, repairs, event support, and workstation support. |
Knowledge of e-mail, mobile devices, internet and browsers, Windows based computers, Mac computers and WiFi / Networking. Good customer service skills, time-management, and ability to multitask. Under the direction of and in partnership with the NU Security team, implement and maintain security strategies, policies, and standards to protect University assets. Responsible for actively researching and reviewing security practices to make recommendations based on institutional risk and operational impact. |
Ability to make independent judgements about technology issues presented over the phone, via email or in person and taking action to either resolve the issue or escalate it to the appropriate person or team for resolution. |
Problems addressed may be technically complex and can affect departments or larger segments of the campus community or campus-wide systems. |
The Help Center is the University#s primary point of contact for IT support. Frequent one-on-one interactions with Faculty, Staff, Students, and the campus community is possible. In order to be successful, the Help Desk Associate must: Develop partnerships with end users; Employ a calm demeanor in crisis situations; Explain complex technical issues in lay language. |
Moderate supervision received |
Does this position supervise?:
No |
Type of Supervision Exercised:
Office |
| Sit: Frequently (34-66%) | Bending: |
| Stand: Occasionally (1-33%) | Kneeling: |
| Walk: Occasionally (1-33%) | Reaching: |
| Drive Motor Vehicle: | Crawling: |
| Squatting: | Climbing: |
| Keyboard: YES | Pipefitting: |
| Fine Manipulation: | Grasping: |
| Repetitive Motion: |
If other use of hands/ wrists, please explain:
Operation of a standard office and computer equipment. |