Job Listings

Helpdesk Support Specialist (105175)

Company:
Regis College
Job Location:
Weston, Massachusetts
Category:
IT Support and Training

Summary

The Regis College Information Technology Services Department invites applications for a Helpdesk Support Specialist. Under the direction of the Helpdesk Manager, this individual will serve as a point of contact to a wide variety of university constituents seeking technical assistance on the phone, email or in person. This individual will partner with end users utilizing software, hardware and other computer and media systems who need assistance completing tasks or troubleshooting problems. In summary, the individual in this position will seek to ensure that users requiring technical assistance are efficiently and effectively positioned to successfully overcome technology-related challenges.

The ideal candidate is one who is willing to learn and troubleshoot a wide variety of computer and media hardware and software, and possesses an exceptional ability to troubleshoot, diagnose and resolve problems. In addition to being extremely technologically articulate, this individual must be able to communicate seamlessly with a wide variety of individuals at all levels of the institution. This resource should be one who possesses a high degree of diligence and a strong focus on customer service while remaining comfortable in a continuously changing environment.

Essential Functions

  • Respond to inquiries or help desk tickets in person, via phone, email, or chat.
  • Troubleshoot, diagnose, and resolve a wide variety of technology problems, including classroom-related issues.
  • Communicate regularly with end users and Information Technology staff to ensure the effective follow-up and ultimate resolution of any outstanding issues.
  • Demonstrate proficiency in and assist others with questions regarding the Microsoft Office suite (e.g., Outlook, OneDrive, Word, Excel, PowerPoint, Sharepoint, etc.), Zoom, Adobe, network access and other administrative and academic applications as applicable.
  • Provide technical and functional support for the university's Learning Management System (Moodle).
  • Provide support for mobile devices (e.g., phones and tablets) as well as other equipment such as laptops, desktops, and printers.
  • Install, maintain, repair and upgrade computer hardware, operating systems, and software applications.
  • Set up, support and breakdown multimedia technology for classes and events.
  • Support and maintain secure computing practices.
  • Exercise strong adherence to documented confidentiality requirements.

Other Responsibilities

  • Other duties as required.

Supervisory Responsibility

  • None.
Additional Information

Requirements

  • Bachelor's degree - preferably in Computer Science, Information Technology, Engineering, Business, or related field.
  • Experience at a helpdesk or other customer service-related position, with a demonstrated ability to maintain a helpful and positive demeanor.
  • Strong written and oral communication skills; must be able to communicate effectively and professionally with resources at all levels of a university environment.
  • Initiative-taker with a proactive attitude toward problem solving.
  • Strong people skillswith a keen ability to work independently and as a member of a team.
  • Familiarity with the Microsoft Office application suite.
  • Experience working with desktop hardware and software use, maintenance, repair, and installation
  • Familiarity with multimedia technology, including projection, television displays, and sound systems preferred.
  • Experience supporting a wide variety of hardware and software including (but not limited to) laptops, desktops, tablets, and phones.
  • Demonstrated ability to exercise discretion in handling confidential information and data.
  • Ability to uphold the University's commitment to inclusive excellence in a diverse educational community.
  • Experience working in a collegiate setting is a plus.

Working Conditions/Physical Demands

  • Normal office environment, not subject to extremes in noise, odors, etc.
  • May spend extended periods at terminal, on telephone, or operating other office machines requiring eye-hand coordination and finger dexterity.
  • Subject to regular interruptions to assist patrons.
  • May require strenuous periods of physical activity such as climbing, bending, standing, and lifting.
  • Involves regularly scheduled evening and weekend work.
  • Requires lifting and moving of equipment weighing up to forty-five (45) pounds.

The above statements are intended to describe the general nature and level of work being performed by people assigned to do this job. The above is not intended to be an exhaustive list of all responsibilities and duties required.

Protecting the Regis Community

At Regis the safety of our campus community is our highest priority. We invite all applicants to review our health and safety protocols at ourCOVID-19 Updatespage. The most powerful measure we can take is vaccination, and all campus community members must be fully vaccinated and have received a booster against COVID-19, with the exception of certain medical and religious exemptions. New employees without an approved medical or religious exemption are required to have their first vaccine dose by their date of hire. And all new employees will join the campus community in using theCoVerifiedapp to upload vaccine information, report symptoms, and schedule regular campus COVID tests. We're in this together!

External and internal applicants, as well as position incumbents who become disabled as defined under the Americans With Disabilities Act, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.

In employment, as in education, Regis College is committed to equal opportunity and affirmative action. Regis does not discriminate on the basis of race, color, age, religion, creed, sex, gender identity or expression, sexual orientation, ethnic or national origin, ancestry, citizenship, marital or parental status, physical or mental disability, genetic information, pregnancy, veteran's status, membership in uniformed services or any other protected status.

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