| Department Name: IT Client Services UNCA | Working Title: Sr. Help Desk Associate |
| FLSA Designation: Non-Exempt | FTE: 1.00 |
| RESPONSIBILITY | TIME SPENT PERCENTAGE | ESSENTIAL FUNCTION | TASKS |
|---|---|---|---|
| Customer and Technical Support | 50 | X | Provide advanced support for ITS services, including endpoints, major university systems, network connectivity and other common applications in a manner consistent with ITS policies and standards. |
| Documentation | 30 | X | Documentation of processes and tracking of inventory as well as consulting with and training of clients utilizing industry best practices |
| Supervision | 10 | May oversee a set of Helpdesk Associates or Student Interns. This Includes: Workload distribution at the direction of the Client Services Manager Serve as a technical support escalation point for the Client Services Support Team | |
| 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. |
Consult with clients to interpret needs and provide appropriate solutions. Ability to effectively maintain client expectations whose priorities will frequently adapt to change. Proven ability to interact with customers in a pleasant and positive manner during stressful situations. Ability and desire to develop and learn new skills. 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. |
Must be able to make informed decisions regarding the direction and priorities of customer needs. Ability to develop processes that assist staff in troubleshooting complex hardware and software issues. Must be able to set goals, plan paths to reach the goal, and execute plans effectively in a timely manner. Can multi-task and manage competing priorities on duties as assigned. |
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. Collaboration with colleagues on other campuses or departments and working with vendors. |
Moderate Supervision received |
Does this position supervise?:
No |
Office |
| Sit: Frequently (34-66%) | Bending: Occasionally (1-33%) |
| Stand: Occasionally (1-33%) | Kneeling: Occasionally (1-33%) |
| Walk: Occasionally (1-33%) | Reaching: Occasionally (1-33%) |
| Drive Motor Vehicle: | Crawling: |
| Squatting: Occasionally (1-33%) | Climbing: |
| Lift: Occasionally (1-33%) 11 - 20 lbs | Push: Occasionally (1-33%) 11 - 20 lbs |
| Carry: Occasionally (1-33%) 11 - 20 lbs | Pull: Occasionally (1-33%) 11 - 20 lbs |
| Keyboard: YES | Pipefitting: |
| Fine Manipulation: | Grasping: |
| Repetitive Motion: |
If other use of hands/ wrists, please explain:
Operation of standard office and computer equipment |