Provides technical support for customers through the Help Desk, cross trains with Desktop Technicians, and works on a variety of projects within iTech and with customers across the university.
Primary Duties and Responsibilities
Demonstrating excellent listening and communication skills, responds to user questions and inquires via telephone, email, web, remote, and other communication methods in order to provide diagnostic customer support for desktop and personal computer related problems. Determines source of problem and resolves problem or coordinates the resolution with available support staff.
Helps manage the work order queue and facilitate the timely resolution of issues. Updates customer with status and information about work order. Records events, problems, and their resolutions in work order logs in order to suggest possible improvements on procedures. Shares feedback or suggestions from customers with the appropriate internal team(s).
Assists the Help Desk Technician II(s) in training new employees. Works to maintain cooperative and mutually supportive relationships between Help Desk Technicians and Desktop Technicians. Reports issues to the Customer Service Manager or Technology Support Services Director.
Works with other teams within iTech for collaborating IT projects. Provides IT support during events on campus such as student orientation and registration.
Administers certain software products such as work order software, remote assistance, virus scan, etc. Continually works on knowledge base for employee use.
Maintains and/or increases technical knowledge through coursework, workshops, seminars and reading. Performs other duties as assigned.
Associate’s degree in a computer-related field and a minimum of two years’ experience in a desktop support position or a high school diploma/GED and a minimum of four years’ experience in a desktop support position. Directly related experience may be substituted for the education requirement on a year-for-year basis.
Knowledge, Skills & Abilities
Excellent verbal and written communication and people skills for direct face-to-face coordination and in the field
Ability to maintain high customer satisfaction
Ability to perform effectively in stressful situations
Proven ability to multi-task
Proven diagnostic / analysis experience
Strong work ethic and be a self-starter able to effectively manage multiple priorities and adapt to change within a fast-paced environment
Telephone customer relations skills and experience
MCP, A+, Dell, or Apple certifications
About The University of Southern Mississippi
The University of Southern Mississippi (USM) is a comprehensive public research institution delivering transformative programs on campuses in Hattiesburg and Long Beach, at teaching and research sites in central and southern Mississippi, as well as online. Founded in 1910, USM is one of only 76 public universities in the nation to earn the Carnegie Foundation’s "higher research activity" designation for doctoral universities, and its robust research enterprise includes experts in ocean science and engineering, polymer science and engineering, and sport venue safety and security, among others. USM is also one of only 40 institutions in the nation accredited in theatre, art and design, dance and music. As an economic driver, USM generates an annual economic impact of more than $600 million across the state. USM welcomes a diverse student body of approximately 15,000, representing 71 countries, all 50 states, and every county in Mississippi. USM students have collected four Truman Scholarships and 35 National Science Foundation Graduate Research Fellowships, while also leading Mississippi with 21 Goldwater Scholarships, an honor that recognizes the next generation of great research scientists. Home to the Golden Eagles, USM competes in 17 Division I sports sponsored by the National Collegiate Athletic Association (NCAA). For more information, visit www.usm.edu.
As an Affirmative Action/Equal Employment Opportunity employer/Americans with Disabilities Act institution, The University of Southern Mississippi encourages minorities, women, veterans and persons with disabilities to apply.