- Junior
- Escritório em Richmond
Job Description
SUMMARY:
Provides technical support to the university community. Resolves moderately complex technical problems (tier 1 and some tier 2), and may provide functional direction to student employees, as needed.
JOB DUTIES/RESPONSIBILITIES:
Provide phone support in the Help Desk call center. Analyze computer problems; gather customer specific needs; process workflow with clear explanation of problems and resolution. Create workflow / call tickets for phone support, walk in traffic, and emails to the Help Desk. Support live chat communications. As needed, direct workflow / service requests to proper technicians or other departments within Information Services with agreed service levels
Provide support for the walk up Help Desk; assist with computer service issues and provide support for mobile devices
Committee assignments as assigned
Other tasks as assigned
WORKING CONDITIONS/PHYSICAL EFFORT:
Lift and carry computer equipment, including CPUs, monitors, small printers, scanners, and other peripherals
QUALIFICATIONS:
Microsoft Office Software Suite previous experience
Hardware support for dual core computers and newer
Operating System previous experience
Familiarity desired with both PC and Mac platforms for hardware and software
Ability to work directly, face to face, or over the phone, with customer
Ability to analyze moderately complex computer problems
Ability to communicate effectively, both orally and in writing
Strong organizational skills
EDUCATION & EXPERIENCE:
Customer Service-related experience preferred
High School Diploma required
Some college or professional technology education desired
WORK HOURS:
Full-Time; Non-Exempt position
Monday-Friday 10:30AM-7:30PM, but may work a varied schedule, including adjusted shifts as needed. Weekend work during back-to-school period, and rotating weekends (Saturday/Sunday 10:00AM-4:00PM)
