The Help Desk Consultant II is responsible for providing first level technical support to the Duquesne University community. The Help Desk Consultant II responds to student and employee inquiries regarding accounts, networks, platforms, servers, and applications. The Help Desk Consultant II will interface with customers through email, phone, face-to-face, and chat technologies. The Help Desk Consultant II utilizes various technologies to manage customer requests and the status of open issues. The Help Desk Consultant II provides guidance to the Help Desk Consultant I team members regarding customer issues.
*The Help Desk Consultant II must be able to work a flexible work schedule during peak periods and participation in an on-call rotation required.
ILLUSTRATIVE EXAMPLES OF WORK:
Maintains various enterprise services such as email list management, content management, course management and others as assigned. Maintenance includes upgrades, quality testing, documentation and end user training.
Handles key elements in the workflow for campus identity and access management services. This includes but is not limited to account lifecycle.
Serves as a point of escalation for Help Desk Consultant I and Help Desk student employees by applying advanced problem solving and troubleshooting techniques to find root cause and resolution of issues.
Manages entire resolution process for customer problems/requests.
Manages a queue of requests from multiple sources including electronic email, telephone, voicemail and face to face inquiries.
Enters problems/requests into problem tracking database and assigns to appropriate Tier 2 group for resolution.
Manages projects to completion and meet deadlines;
Refers problems requiring in-depth analysis to the appropriate CTS secondary resource.
Presents and explains computing support policies to the Duquesne campus community;
Maintains computing support oriented web pages, electronic documents and printed materials.
Provides regular reports on usage of services at the Help Desk.
Evaluates and recommends technologies to improve the functioning of the Help Desk.
Solicits feedback from users of CTS services and facilities to enhance and upgrade the quality of services provided.
Provides weekly written reports to supervisor.
Performs other duties as assigned.
Help Desk Institute participation and certification.
3 years of experience working in an IT support environment.
Associate's degree in Information Systems, Business, Marketing and Communication or related fields, or equivalent work experience.
Alternately, the successful candidate may possess any equivalent combination of experience and training, which provides the knowledge, skills and abilities required to perform the essential job functions. This includes, but is not limited to, the following:
Knowledge of computer hardware and operating systems including the interconnection of components, computer systems and peripherals.
Experience with incident-tracking tools.
Knowledge of basic computer software applications including word processors, electronic mail, the internet and web browsers, creation of web pages, multimedia technology and database structure and design.
Knowledge of network configuration on multiple platforms, as well as experience in configuring and using various mail clients and IP based desktop connections to an ethernet network.
Knowledge of network configuration and troubleshooting on Windows and Mac operating systems.
Experience with Office365 cloud based technology including configuration and troubleshooting of mail clients on PC and mobile device platforms
Strong passion for service and self-motivated with demonstrated interpersonal skills that are in alignment with the University mission.
Demonstrated written and oral communication skills.
Demonstrated organizational skills.
Ability to work in a highly collaborative environment.
Ability to consult effectively with students, faculty and professional staff.
A flexible work schedule will be required during peak periods and requirement to participate in an on-call rotation. Saturday work may be required
Maintain currency in technology knowledge
Establish and maintain certifications in key technology
Ability to establish and maintain effective working relationships with the University Community.
Willingness to contribute actively to the University Mission and to respect the Spiritan Catholic identity of Duquesne University. The Mission is implemented through a commitment to academic excellence, a spirit of service, moral and spiritual values, sensitivity to world concerns, and an ecumenical campus community.
Internal Number: 10-447
About Duquesne University
Duquesne University is a private, Catholic university in the Spiritan tradition. Duquesne prides itself on being mission-centered and mission-driven. We strive to attract, recruit and retain a dynamic, diverse workforce that will contribute to our culture of academic excellence and our mission of serving God by serving students. In turn, our employees enjoy a supportive working environment that values individual talents, encourages teamwork and rewards accomplishments.
A nationally ranked top-tier university, Duquesne has established a legacy of excellence in liberal and professional education. Our 15:1 student-faculty ratio allows our students to work closely with expert faculty. Duquesne has also won accolades and recognition among the nation’s top 20 mid-sized research schools for our research initiatives and faculty productivity.
Situated on a 50-acre campus within the city, Duquesne provides a small-town feel in an urban setting. The Pittsburgh region offers a variety of cultural, education and professional opportunities, as well as a safe and affordable lifestyle. In addition, our employees benefit from an array of campus resources that provide convenience and cost savi...ngs, including a variety of dining options, a full-service Starbucks, a retail bank and credit union, a fitness center and year-round wellness programs and onsite parking. Employees also may take advantage of the many educational, cultural and sporting events sponsored by the university.