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Help Desk Support Specialist

Please see Special Instructions for more details.

Your references should include the contact information for at least three (3) professional references.

Posting Details

Position Information

Position Title Help Desk Support Specialist
Department Information Technology
Location Main Campus (Houghton, MI)
Position Type Staff
Full-time/ Part-time Full-time
Full-Time Equivalent (1.0=100%) 1.0
Appointment Term 12 Month
Pay Type Hourly Rate
Salary or Hourly Rate Negotiable Based on Experience & Qualifications (No Less Than $15.00/hr)
Position Duration Dependent on External Funding? No
Title of Position Supervisor Director of User Services

Position Summary Information

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Description Summary

As a member of the User Services team, the Help Desk Support Specialist will assume a vital role in supporting Information Technology services for University students, faculty, and staff in a customer service role. The Help Desk Support Specialist will serve as a resource to the campus community and will work collaboratively with other Information Technology professionals to provide exceptional customer service to the entire campus in support of teaching, research, and learning.

Essential Duties & Responsibilities (other duties may be assigned)

1. Provide professional support to students, faculty, and staff at the Library and IT Service Center in the Van Pelt and Opie Library.
2. Use Issue Management Software to record all customer communication.
3. Responsible for printing ID cards.
4. Responsible for Tech Express, handling cash, and balancing a cash register.
5. Assist with cell phone provisioning.
6. Support and promote the organizational goals of IT in the campus community.
7. Promote attention to User Services unit priorities.
8. Deal with people beyond giving and receiving instructions maintaining effective working relationships.
9. Integrate safety practices into daily activities.

Required Education (minimum requirements)

• Associate’s degree or an equivalent combination of education and experience.

Required Experience (minimum requirements)

• At least two years of professional experience in a customer service position.

Desirable Education and/or Experience

• Bachelor’s degree in a technology-related field or an equivalent combination of education and experience.
• Experience handling cash and operating a cash register.
• Experience supporting users in an academic computing environment.
• Experience with Help Desk / Issue Management software.
• Experience writing technical documentation.
• Experience with Windows 7 and 10.
• Experience with Mac OS.
• Linux experience.
• Experience supporting printing.

Required Knowledge, Skills, and/or Abilities (minimum requirements)

• Excellent customer service skills.
• Excellent communication and interpersonal skills related to complex IT topics.
• Ability to create solutions and procedures for recurring problems.
• Ability to communicate effectively across cultural boundaries and work harmoniously with diverse groups of students, faculty, and staff.
• Demonstrated organizational efficiency with the ability to work independently.
• Demonstrated ability and willingness to work flexible hours.
• Demonstrated desire to continue learning new and applicable software applications.
• Demonstrated ability to diagnose technical problems and apply standard solutions.
• Demonstrated commitment to contribute to a safe work environment.

Desirable Knowledge, Skills, and/or Abilities

• Proven ability to consistently and effectively address customer issues.
• Excellent track record of effective communication and timely resolution of customer concerns.
• Strong written and verbal communication.

Language, Mathematical, and/or Reasoning Skills
Work Environment and/or Physical Demands

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

The employee may occasionally be exposed to the risk of electrical shock.
The noise level in the work environment is usually moderate.
The qualifications and specifications mentioned above are intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions that will be given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision.
The use of a particular expression or illustration describing duties shall not be held to exclude other duties not mentioned that are of similar kind or level of difficulty.

Required Training and Other Conditions of Employment

Every employee at Michigan Technological University will receive the following 3 required training; additional training may be required by the department.
Required University Training:
• Employee Safety Overview
• Anti-Harassment, Discrimination, Retaliation Training
• Annual Data Security Training

Background Check:
Offers of employment are contingent upon and not considered finalized until the required background check has been performed and the results received and assessed.

Posting Detail Information

Posting Number 16323
Posting Type Internal & External Posting
Internal Posting Date
External Posting Date 12/01/2016
Open Until Filled Yes
Special Instructions to Applicants (if applicable)

Your references should include the contact information for at least three (3) professional references.

Additional Information

Optional Document 1: Certification(s) / License(s)



Accept References No
Cutoff Date
Reminder Days
Minimum Requests
Maximum Requests
Applicant Special Instructions
Provider Special Instructions
Confirmation Message To Provider

Posting Specific Questions

Required fields are indicated with an asterisk (*).

  1. * Do you have at least two years of professional experience in a customer service position?
    • Yes
    • No

Applicant Documents

Required Documents
  1. Resume
  2. Cover Letter
  3. Reference List
Optional Documents
  1. Optional Document 1