Campus Help Desk Specialist

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Campus Help Desk Specialist

About the role 

Passionate about network infrastructure? We’re on the lookout for a knowledgeable and customer-orientated Campus Help Desk Specialist. This role will provide fast and useful technical assistance on computer systems. You will answer queries on technical issues and offer advice to solve them. An excellent Campus Help Desk Specialist must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.

We are One Team and challenge everyone in our organization to be a problem solver. If you are as passionate as we are about the intersection of technology and education, join us today.  

You’ll be a full-time worker on campus at Wisconsin Lutheran College

What you’ll be doing: 

• Serve as the first point of contact for technical support issues. 

• Solve issues using a variety of methods including phone, online or in-person 

• Focus on assisting end-users with basic technical issues, such as software problems, hardware malfunctions, and connectivity issues. 

• Tasks include troubleshooting, diagnosing, and resolving technical problems, providing instructions, and escalating issues to higher-level support if needed. 

• Serve as a mentor for student workers in the department. 

• Record incidents, solutions, and updates in a ticketing system. 

You’ll love this job if this describes you: 

Action Orientated. Deeply engrained self-motivation. You’re motivated to get work done. That means that you love efficiency and are driven to complete a project. Your work directly impacts others being able to do theirs. 

Strong Technical aptitude. Picks up on technical things quickly; can learn new skills and knowledge; is good at learning new industry, company, product, or technical knowledge; does well in technical courses and seminars. 

Clear Communication Skills. Your written and verbal communications are friendly, to the point, and professional. You have a natural, but realistic tone to your communication style, and you’re not afraid of tough conversations. 

Customer Service-Oriented. Listen to customers (internal and external), address their needs and concerns, and keep customers informed by providing status reports and progress updates. Deliver on service commitments, meet established or agreed upon deadlines, and maintain supportive relationships with customers. 

Takes initiative. Respond quickly and appropriately to requests that come to you from internal and external customers. Assume you’re wholly responsible for owning an issue to its conclusion (including solving the problem or escalating it in a timely manner). 

Important considerations you should review: 

Physical requirements. You’ll use your hands to type, use power tools. You’ll stand, walk, reach with arms and hands, you may have to step over, climb or balance around obstacles, twist, stoop, kneel, crouch, or crawl. You’ll need to lift 50 lbs. 

Criminal Background. We take the safety of our team and our customers very seriously. You must pass a criminal background check to work on any of our customer’s properties. 

Onsite Work.  This is an onsite position with our client Wisconsin Lutheran College.  You will be reporting to an IT Manager. 

What you’ll bring:

• Proven experience as a help desk technician or other customer support role 

• Tech savvy with working knowledge of office automation products, databases and remote control 

• Good understanding of computer systems, mobile devices and other tech products 

• Ability to diagnose and resolve basic technical issues 

• Excellent communication skills 

• Customer-oriented and cool-tempered