Help Desk Technician

Reporting to the Help Desk manager, the Help Desk Technician is the first point of contact for faculty, staff and students experiencing technical issues with their devices, software and network connectivity. This role requires effective communication of technical solutions in a friendly and professional manner, providing initial troubleshooting and solution assistance primarily over the phone, email, chat, and occasionally in person.
Location: On-site in Fresno, CA
Shifts: Monday - Friday, 7AM - 4PM
Essential Job Duties

• Serve as the primary point of contact for students, faculty, and staff contacting the IT Help Desk, providing Tier 1 support for issues in a timely and professional manner.
• Troubleshoot and resolve Tier 1 issues, such as password resets and account management, and other issues supported by knowledgebase articles.
• Follows established ITIL priority matrix to evaluate and prioritize service requests in alignment with department standards and escalate complex issues when necessary.
• Creates accurate and detailed tickets based on every customer encounter.
• Collaborates with IT staff to resolve and manage unresolved tickets in the IT ticket tracking system.
• Utilizes and adheres to knowledge base articles to resolve issues. Identifies and reports gaps and makes contributions to the knowledge with approval by the Director.

Additional Responsibilities

• Provides effort troubleshooting, when possible, in assisting users' issues with user owned technology.
• Generate and review activity reports.
• Other duties, as assigned.

Required Skills/Abilities

• Ability to quickly diagnose and resolve technical issues.
• Ability to effectively communicate technical concepts with a variety of customer user types.
• Ability to understand and follow oral and written instructions and protocols.
• Ability to adhere to set schedules, meet deadlines, and cover shift patterns to provide the coverage needed for the client.
• Ability to work with minimal supervision.
• Ability to work in-person, onsite at the client's location and occasionally remotely in a dedicated, private, secure space with reliable internet access.
• Working knowledge of Help Desk software, databases, and remote control
• Strong interpersonal and customer service skills.
• Strong problem-solving and critical-thinking skills.
• Strong teamwork skills to help other technical support workers.
• Flexibility to work a variety of shifts with minimal notice.
• Willingness to learn new technologies and systems.
• Willingness to learn and work in a team environment.

Minimum Qualifications

• High school diploma or equivalent.
• A minimum of one-year related experience in supporting personal computer hardware, software, peripherals, servers, printers, scanners, and classroom audiovisual technology.

Preferred Qualifications

• Professional IT certifications such as CompTIA ITF+, A+, Network+, Server+, MCP, etc.
• Associate's degree or bachelor's degree in computer science or a related field
• 2-5 years of related desktop experience.

Working Conditions

• Prolonged periods of sitting at a desk and working on a computer in an office setting, indoors.
• May be asked to travel to another office onsite or locally to assist a customer.
• Interact with customers using a variety of modalities, including but not limited to orally, visually, and in writing.

What You Can Expect from Us
At CampusWorks, we don't just help our clients succeed; we help our employees succeed. Competitive pay, robust benefits for full-time employees, and professional development opportunities are a few of the many reasons that CampusWorks is a great place to build your career.
Our employees enjoy:
Meaningful work. Our employees often tell us that their work gives them a sense of purpose because it makes a difference in the lives of students and educators. CampusWorks Inc., as a large consulting firm, provides its employees with an opportunity to work both onsite and remotely with our clients across the United States and in Canada. With the nature of our clients' work evolving quickly, we're all being asked to support larger CampusWorks initiatives. Upon joining CampusWorks in a consulting role, your talent and expertise may be applied to a range of projects, assignments, and clients.
A CEO who cares. Chairman and CEO Liz Murphy has made it her mission to create a culture that appreciates and takes good care of its people. As a result, being an employee of CampusWorks feels like being a member of a big family.
A virtual and onsite workplace. In an effort to reduce our environmental footprint, CampusWorks became a virtual company in 2012. As such, our team members are located across the U.S. and Canada, where they work from their home offices and at client sites.
Flexibility. We value work-life balance because we know that happy employees create happy customers. That's why CampusWorks offers both full-time and part-time 1099 consulting career opportunities to fit life's unique demands.
A company that gives back. Every year CampusWorks proudly supports numerous charitable fundraising initiatives that align with our vision to make higher education accessible to everyone.
At CampusWorks, we value the unique backgrounds, experiences, and perspectives each CampusWorker (we call ourselves CampusWorkers) brings to our workplace each day. We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond the traditional job requirements. If you are passionate about higher education and creating Happy Campuses, let's talk! If you're a close but not exact match with the description, we hope you'll still consider applying.
About CampusWorks
Founded in 1999, CampusWorks is dedicated to helping higher education overcome business and technological challenges that stand in the way of student success and completion. We work with community colleges, technical colleges, four-year public and private institutions, multi-college districts, and statewide higher education systems to tackle problems big and small. Our services are rooted in systems thinking and reach across the institution-from Student Services to Human Resources to Finance to Academics-to achieve transformative results.
Want to learn more about life at CampusWorks? Visit https://www.campusworksinc.com/about/ to see how we empower Higher Education to reach its full potential
Friendly Note to External Agencies:
At CampusWorks, we kindly request that you please refrain from submitting blind submissions or resumes/CVs on behalf of recruitment agencies. To ensure a smooth and effective collaboration, we would like to inform you that any candidates sent to us without a signed agreement in place will regrettably not be accepted or considered as a submission.
AAP/EEO Statement:
CampusWorks, Inc. provides equal employment opportunities (EEO) and Affirmative Actions (AA) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.
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