Help Desk Support Tech

Help Desk Support Tech

Position: Help Desk Support Tech

Location: Hybrid; New Haven, CT

Duration: 6+ month contract

Rate: $20-25/hr based on experience

Job Description Summary: Under general direction, responsible for ensuring the timely process through which computing problems are controlled. Includes problem recognition, research, isolating, resolution, and follow-up steps. Requires experience and understanding of computing systems and networking applications. Responsible for providing technical computer assistance to the community by diagnosing and resolving problems. Typically involves the use of problem management database, help desk incident tracking system and system monitoring tools. Only problems of a complex nature will be escalated for resolution.

Principal Responsibilities:

1. Provides telephone based and email computer support at the ITS Help Desk. Provides assistance to end-users related to computer and or networking problems, and services and procedures.

2. Troubleshoots computing related problems. Identifies and analyzes all software, hardware, and network-related issues, recommend solutions and assist user with resolution. Escalates problems of a complex nature as needed.

3. Provides functional support for University financial and administrative applications, including both a detailed understanding of how the applications function and of how to use them consistent with financial and administrative policies and procedures. Exercises judgment to escalate functional issues of a complex nature as needed.

4. Responds to emergency calls and routine calls. Analyzes problems to determine if a technician site visit is required. Creates work order and follow-ups on technician visit to ensure resolution. Documents all reported problems.

5. Evaluates user applications and operating system to allow for maintenance. Provides consultation on systems related problems and recommendations regarding systems and equipment to end-users; provides support, information and consulting services to faculty, staff and students.

6. Assists users in maintaining their desktop computing environment. Recommends supported software applications operating systems to end-users. Assists in the maintenance of a knowledge database. Maintains equipment inventories.

7. Applies understanding and knowledge of information systems products and services to assist internal users. Identifies, investigates and researches user questions and problems as well as recognize, research, isolate and resolve information systems problems.

8. Helps identify skill level and recommends training courses for users. Assists in developing documentation and/or related material for training.

9. Acts as liaison between end-user and departments.

10. Provide coverage for ITS Client Accounts including accounts and access creation, modification, maintenance and deletion

11. Completes and documents technical projects such as the testing of hardware and software products.

12. Assures compliance with University required security and information technology policies and procedures.

Required Education and Experience: Six years of related experience, four of them in the same job family at the next lower level, and a high school level education; or four years related experience and an Associates degree; or little or no work experience and a Bachelor degree in a related field; or an equivalent combination of experience and education.

EEO Employer