Helpdesk Technician
Helpdesk Technician
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1 Vacancy
Job Description
- Customer Service & Support: Serve as the primary point of contact for all IT-related inquiries via phone email and in-person interactions. Provide professional courteous and timely responses to all requests.
- Work Order Management: Evaluate and assign incoming work orders efficiently ensuring that requests are directed to the appropriate technician based on expertise and workload. Collaborate with the Senior Director and Campus Software Director on communications research and reporting tasks.
- Follow-up & Feedback: Regularly follow up on completed work orders to assess customer satisfaction ensuring issues are resolved promptly and accurately. Gather feedback to improve service quality.
- Technical Assistance: Provide initial troubleshooting for common IT issues guiding users through basic solutions or escalating more complex problems as necessary. Utilize Microsoft Office 365 and Active Directory to assist users with password and account recovery.
- Documentation & Reporting: Assist in maintaining IT documentation tracking service requests and providing status updates to relevant stakeholders.
Organizational Relationships
- Reports directly to the Senior Director of IT and Campus Software Director.
Faith and Cultural Alignment: Faith service and lifestyle that meets University expectations (See IPM sections: Statement of Core Values Doctrinal Statement Christian Standards Lifestyle Standard.)
Communication Skills: Excellent verbal and written communication skills with the ability to solve problems adapt to changing needs and maintain a patient empathetic approach in all interactions.
Customer Service: Strong customer service skills with a focus on providing professional and friendly service to diverse individuals in person over the phone and through email.
Technical Aptitude: A willingness and ability to learn new technical concepts terminology and troubleshooting methods. Comfortable working with computers mobile devices and various IT technologies.
Professionalism: Positive professional demeanor with the ability to handle potentially stressful situations effectively.
Detail-Oriented: Ability to manage and prioritize tasks efficiently ensuring accuracy and thoroughness in all work-related activities.
Application Process: Complete the fields to the right of this screen under Apply here. These fields contain intake information. After clicking submit application you will be taken to the Nelson Employment Application where you will be asked to list references and previous employment positions. Incomplete applications will not be considered. Questions regarding this position may be directed to the Human Resources Office at Your resume may be included when submitting the application to the Human Resources Office.
Note:
This position is not exempt from overtime in compliance with the Fair Labor Standards Act. Join us in shaping the future of Nelson University and empowering students to fulfill their potential!
Nelson University (formerly Southwestern Assemblies of God University) is a vibrant private Christian university located just 30 minutes south of the Dallas/Fort Worth Metroplex in Waxahachie. Founded in 1927 the university now offers over 70 associate bachelors masters and doctoral degrees available on campus and online.
As an evangelical Christian institution rooted in Biblical truth Nelson University fostors a Spirit-emplowered community where faculty staff and students are encouraged to live out their faith with purpose and integrity. We are passionate about equipping our team members to make a meaningful impact in both personal and professional spheres embodiying values aht inspire and transform.
Company website:
Required Experience:
IC
Employment Type
Full-Time
