Technician, Information Technology, Help Desk II

This position is responsible for performing day-to-day help desk services by completing Tier 2 help desk requests, answering telephone calls, replying to e-mails and responding to other inquiries related to IT services at the university. This position also assists users with identifying IT problems and finding & executing resolutions to their problems.
Essential Job Functions and Performance Indicators
Job Knowledge and Responsibilities
Reset user passwords for domains, voicemail and other systems utilized by the organization.
Eradicate viruses, malware, spyware and other harmful programs from campus computers.
Assist other IT staff.
Service Orientation
Assist users by resolving desktop issues first-hand and performing follow-up visits to ensure that the machines remain functional by using IT expertise.
Communication, Collaboration, and Teamwork
Confer with users to evaluate outstanding complications.
Confer with users and resource experts to resolve requests and problem reports.
Confer with other IT staff to notify them of problem trends and major technology issues.
Planning, Organizing, and Accountability
Install software and hardware for users as requested, configuring software to user profiles when necessary.
Helpdesk ticket processing, resolution, and escalation
Compile data regarding problem reports and submit discovered problem solutions and close reports to the problem tracking system.
Initiative, Problem-Solving, and Decision Making
Work with other Information Technology staff to develop and maintain documentation and best practices.
Support the Mission of the University
Ensure that the university’s IT applications processes uphold the standards and mission of Lindenwood University.
Job may require other duties as assigned
Required Qualifications – Required qualifications to effectively perform the job. An equivalent combination of education, training and experience will be considered. (Additional requirements may be designated by position.)
Bachelor’s degree in Information Technology or equivalent experience in related field is strongly preferred.
Three or more years of experience with IT.
Knowledge, Skills and Abilities – May be representative, but not all-inclusive, of those knowledge, skills and abilities commonly associated with this position.
Must be able to troubleshoot, diagnose, and resolve computer and other technology issues.
Excellent written and communication skills.
Must be highly organized and able to work on multiple projects simultaneously.
Ability to use good judgment, think critically, and collaborate.
Must be able to coordinate with other departments.
Must have advanced knowledge of how IT processes can be leveraged to assist the university in upholding its mission.
Work Environment – Environmental or atmospheric conditions commonly associated with the performance of the functions of this job.
General office conditions.
Physical Abilities – Activities that are commonly associated with the performance of the functions of this job. The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Regular attendance is a necessary and essential function.
Must be able to lift and carry 75 lbs.
Must be physically capable of installing cabling, hardware, and other technology equipment.
Must have reliable transportation legally registered and insured by the state of Missouri.
The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.