Help Desk Support Consultant Job Description

Help Desk Support Consultants, working in the main area of the Information Technology Help Desk, are the first points of contact to all walk-in and telephone traffic. They provide technical support for faculty and students under the direction of the professional staff.

Duties

· Provide technical assistance to users via phone/walk-in/residence room/office/classroom.

· Answer the Help Desk telephones in a professional and courteous manner

· Log all calls in the Help Desk database

· Report urgent problems to the professional staff immediately

· Help users with student authentication

· Show users how to use email, Internet Explorer, word processing, etc.

· Provide help with printing problems and deliver supplies

· Instruct users in the procedures for saving material to floppy disk, zip disk and to individual network (P) drives

· Work closely with the professional staff to ensure that all user needs are met in a timely manner

· Share information with the technician who has the next shift

· Act responsibly as a representative of Academic Computer Services

· Attend training sessions and meetings as requested

· Respond to all work related communications (letters, email, voice-mail) in a timely manner.

· Be alert for disruptive behavior; if necessary call University Police

· Respond responsibly in case of emergency (fire, medical or other)

· Actively promote adherence to college computing policies – see
http://www.oneonta.edu/general/policies/policies.asp for details

Training

• Attend all mandatory training sessions
• Take advantage of additional training opportunities
• Develop workshops to share your knowledge with your colleagues
• Provide feedback to the professional staff
• Work with users to make them self sufficient

Skills and experience needed for this position

• Must be a registered student at SUNY Oneonta
• A good customer service attitude is required and expected
• Must be able to attend training the week before the semester begins
• Good academic standing (min. GPA of 2.0)
• Positive attitude and eagerness to learn and help others learn
• Willingness to work in a team environment
• Willing to work on a flexible schedule, including on-call hours during evenings and weekends

Salary and benefits

• Help Desk Technicians starting salary will be $7.65 per hour - this will be distributed in biweekly paychecks
• You will gain valuable technical experience and computer skills that will help build an impressive resume.