Help Desk Specialist

Job DetailsJob Location: East Hartford, CT - East Hartford, CT 06118The mission of Goodwin University is to educate a diverse student population in a dynamic environment that aligns education, commerce, and community. Our innovative programs of study prepare students for professional careers while promoting lifelong learning and civic responsibility. As a nurturing university community, we challenge students, faculty, staff, and administration to fully realize their highest academic, professional, and personal potential.

Position Description Summary/Purpose: 

Under the supervision of the Assistant Director of IT, this position provides user support and customer service on technology-related issues. This position troubleshoots problems and advises on appropriate action, communicates with other IT personnel on problem resolution and status of open cases, and performs other tasks as assigned by the Assistant Director of IT.

This person is expected to learn about emerging technologies and resolve any issues involved in integrating new technologies with existing systems.

This position works closely with the Goodwin IT Department and all of its parts – including the Technology administration team, as well as the Help Desk team for ongoing support and in evaluating current systems and aligning business objectives with the strategy for technology.

Essential Job Functions/Primary Responsibilities:

(The essential functions or duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.)

Assist University’s faculty, staff and students in solving computer and system issues
Responds to users seeking technical assistance via ticketing system, email, telephone calls, and walk-ins.
Excellent communication, presentation, collaboration, and interpersonal skills
Must be organized, pro-active and self-directed
Must have strong abstract thinking and problem-solving skills
Determines the best solution based on the information provided.
Directs unresolved issues to the next level of support personnel.
Communicates with users and IT personnel on status of open cases.
Performs other tasks as assigned by the Assistant Director of IT
Conducts all work in a safe manner and all work safety practices are followed.

Other Functions:

Performs similar or related work as required, directed or as situation permits.
Continues professional development and training; keeps current with trends.
Assists other department staff as needed to promote a team effort.

Knowledge, Ability and Skill:

Demonstrated commitment to developing and fostering best practices and policies to promote diversity, equity, and inclusion, and build an environment in which all members of the University community are treated with respect and dignity
PC and MAC Hardware and Software troubleshooting
Windows Operating system – including XP, 7, 8, 10 and Server OS
MAC OS – including iOS for mobile devices
Microsoft Office 365 suite
Microsoft Active Directory
Printer support – Toner, basic troubleshooting, Network connectivity
A+ certification a big plus
Familiarity with a Computer Imaging process for recovery or new installations.
Ability to read, analyze and interpret common technical journals
Strong communication skills; able to explain technical issues to non-experts
Strong diagnostic, evaluation, analysis, and problem-solving skills
Resourcefulness
QualificationsMinimum Required Qualifications:

Education, Training and Experience:

Requires a High School diploma or GED.
A.S or higher education preferred
Experience in the field of Information Technology preferred
Customer Service experience

Special Requirements:

Valid Drivers License and Insured Vehicle

Physical and Mental Requirements: 

Work Environment 
None       
Under 1/3
1/3 to 2/3
Over 2/3


Outdoor Weather Conditions
X
 
 
 


Work with fumes or airborne particles
X
 
 
 


Work near moving mechanical parts
X
 
 
 


Risk of electrical shock
X
 
 
 


Vibration
 
X
 
 

Physical Activity 
None       
Under 1/3
1/3 to 2/3
Over 2/3


Standing                                               
 
 
X
 


Walking
 
 
X
 


Sitting
 
 
 
X


Talking & Hearing
 
 
 
X


Using hands/fingers to handle/feel
 
 
 
X


Climbing or balancing
X
 
 
 


Bending, pulling, pushing
 
X
 
 


Driving 
 
X
 
 

Lifting Requirements
None      
Under 1/3
1/3 to 2/3
Over 2/3


Up to 10 pounds                                   
 
X