<p>Part-Time IT Helpdesk Representatives act as a point of contact for most IT service requests, incidents, and problems and serve the technology needs of the Biola Community in the following ways:</p> <ul> <li>Answers routine technical questions </li><li>Provides initial service and support </li><li>Provides initial diagnoses of incidents </li><li>Creates and gathers information for work tickets </li><li>Handles equipment check-in and check-out </li></ul> <p>Part-Time IT Helpdesk Representatives receive support requests via call center, emails, and walk-ins.</p> <p>Typical Duties:</p> <p>Provide excellent service to clients.</p> <ul> <li>Represent IT well as a first point of contact for technical service and support. </li><li>Exhibit professional attitude and appearance. </li><li>Communicate clearly in a timely fashion. </li><li>Respond professionally under pressure. </li><li>Work independently and take initiative on behalf of client needs. </li><li>Follow procedures for initiating the fulfillment of IT service requests. </li><li>Fulfill IT service requests as assigned. </li></ul> <p>Provide initial technical support for university incidents and problems.</p> <ul> <li>Provide on-site, phone, and email technical support. </li><li>Return support calls and emails in a timely manner. </li><li>Follow procedures for tracking equipment. </li><li>Receive and initially diagnose technical incidents. </li><li>Interact with clients in order to determine and document symptoms. </li><li>Follow established guidelines to determine likely cause of malfunctions. </li><li>Implement basic troubleshooting techniques when appropriate. </li><li>Escalate incidents and problems in a timely fashion as needed. </li></ul> <p>Maintain familiarity with the following standard technologies used at Biola</p> <ul> <li>operating systems </li><li>end-point and web-based software applications </li><li>end-point hardware (e.g. monitors, computers, printers) </li><li>print and copy system </li><li>basic network configuration and function </li></ul> <p>Maintain a lifestyle consistent with sound Christian principles and those promoted by Biola. Holds personal theological beliefs that are in agreement with the Biola Doctrinal Statement. Maintain a lifestyle consistent with sound Christian principles and standards of conduct promulgated by the institution.</p> <p>Perform other duties as assigned.</p> <p>Supervision</p> <p>The IT Helpdesk Representative is under the supervision of the IT Services Manager for Information Technology.</p> <p>Part-time IT Helpdesk Representatives will oversee and train Tech Support student employees as assigned by the IT Services Manager.</p> <p>Education</p> <p>B.A. or B.S. degree preferred</p> <p>Technical Training and Certifications - provided as needed</p> <p>Experience</p> <ul> <li>One year of customer service preferred </li><li>Six months working in a technical environment preferred </li><li>Effective oral and written communication and administrative skills </li></ul> <p>Additional Skills Required</p> <ul> <li>Current California driver license </li><li>Able to lift 25 pounds to waist height </li></ul>