Job Description

General Description
The Help Desk Specialist role is to provide help desk support services to all end users (faculty/staff/students). This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop, laptop and tablets level.
Characteristics, Duties, and Responsibilities
· Provides help desk services and support to all desktops, laptops, tablets and printers.
· Fields incoming help requests from end users via both telephone, e-mail and help desk software in a courteous manner.
· Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
· Builds rapport and elicit problem details from help desk customers.
· Extreme focus on high level of customer support is a must.
· Prioritizes and schedules problems. Escalate problems (when required) to the appropriately experienced technician.
· Records, tracks, and documents the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
· Applies diagnostic utilities to aid in troubleshooting.
· Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
· Identifies and learn appropriate software and hardware used and supported by the college and IT department.
· Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
· Contacts and works with vendors to ensure hardware repairs are called in and work is completed.
· Updates and maintains spreadsheet of computer inventory.
· Installs anti-virus software.
· Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
· Tests fixes to ensure problem has been adequately resolved.
· Performs post-resolution follow-ups to help requests.
· Evaluates documented resolutions and analyze trends for ways to prevent future problems.
· Develops help sheets and frequently asked questions lists for end users.
· Provides support for special events around the college that may require technology and provide technical help at college-board meetings.
· Facilitates the proper use of employee’s computers and student computer lab facilities.
· Performs shift coverage to facilitate helpdesk operation, such as coverage for co-worker vacation/sick time, transfer-of-operation to next shift, weekend/summer schedule shift coverage and other emergencies.
· Performs other duties as assigned.
Education Requirements
Associate’s degree in Computer Science or related field experience required.
Experience

· Minimum two years’ experience with personal computer applications preferred.
· Minimum two years’ experience in hardware diagnosis and repair preferred.
· Minimum two years’ experience with applications in a Windows environment preferred.
· Minimum two years working in a Computer assistance role preferred.
Competencies and Skills Required

· Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
· Strong documentation skills.
· Ability to conduct research into a wide range of computing issues as required.
· Ability to absorb and retain information quickly.
· Ability to present ideas in user-friendly language.
· Highly self-motivated and directed.
· Keen attention to detail.
· Proven analytical and problem-solving abilities.
· Ability to effectively prioritize and execute tasks in a high-pressure environment.
· Exceptional customer service orientation.
· Experience working in a team-oriented, collaborative environment.
· Proficiency in current versions of Microsoft Windows operating systems, Microsoft Office, Colleague and other PC products.
· Must be flexible and versatile in work assignments.
· Ability to read, write, speak and understand English.
· Must present neat, professional appearance.
· Must be willing to travel to other campuses as needed.
· Valid New Jersey Driver’s License required.
Physical Demands and Work Environment

· This position’s duties are normally performed in a typical interior/residence work environment, based on the activity scheduled.
· Some physical effort required; however, the employee must occasionally lift and/or move up to 40 pounds.
· No or very limited exposure to physical risk.
· Some travel required.
Salary $45,500 - $55,000
Additional Information
UCNJ Union College of Union County, NJ does not discriminate and prohibits discrimination, as required by state and/or federal law, in all programs and activities, including employment and access to its career and technical programs.

UCNJ Union College of Union County, NJ is an EEO/AAP Employer/Protected Veteran/Disabled

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Disclaimer: This job description outlines the general nature and key features performed by various positions that share the same job classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and qualifications required of all employees assigned to the job. Nothing in this job description restricts management’s right to assign or re-assign duties to this job at any time due to reasonable accommodations or other business reasons.

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We offer a comprehensive benefits package for full-time faculty and staff which includes Medical, Dental and Vision Benefits. We also offer twenty vacation days, ten paid holidays, and a ten-week summer work schedule which allows the college to close on Fridays. Other additional benefits include gym privileges, tuition remission for credit and non-credit courses at UCNJ Union College of Union County, NJ, and tuition reimbursement for an approved degree program at an accredited college or university.


Terms of Employment
Full Time. Flexible schedule to meet department needs. Some evening, weekends, and extended hours will be required. Ability and willingness to travel on short notice to all on and off- campus sites as needed by the college. Mandatory overtime is required throughout the year, especially at peak times. Employee must establish primary residency in New Jersey within one year of appointment unless an exemption applies.