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Help Desk Technician

Job Title
Help Desk Technician
Job ID
Lake Mary,  FL 32746
Other Location

What You’ll Be Doing:

  • Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies, as well as Course Management Software.
  • Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
  • Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to Tier 2, Tier 3, supervisor or other technical staff.
  • Logs and tracks calls using problem management software (SNOW) and maintains history records and related problem documentation.
  • Prepares standard statistical reports, such as help desk incident reports


*Position Requirements include:

  • Excellent Customer Service Focus
  • Excellent Communication Skills
  • Trouble-shooting skills
  • Microsoft Operating Systems and Applications
  • Hardware/Software support experience
  • Previous Help Desk/Call Center experience
  • Experience at institutions of Higher Education
  • Web CT and Blackboard Application knowledge


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