Arcadia University, Domestic

  • Helpdesk Technician

    Location US-PA-Glenside
    Category
    Staff
    Type
    Regular Staff Full-Time
    Department
    Information Technology
  • Overview

    As a full-time Helpdesk Technician you are the interface between technology and our customers. Our daily expectation is for you to have a positive attitude, current technology skills, natural problem-solving abilities and an eagerness to learn and share. You will have opportunities to work on a variety of technical challenges, have a sounding board for your ideas and further your professional development.

     

    Arcadia University is a top-ranked private university in Greater Philadelphia and promises a distinctly global, integrative, and personal learning experience that prepares students to contribute and lead in a diverse and dynamic world. A national leader in study abroad and international education, Arcadia has been named #1 in undergraduate study abroad participation by the Institute of International Education's Open Doors Report for the past seven years. Approximately 3,900 students attend Arcadia, and the University's 2,500 undergraduate students choose from more than 65 fields of study.

     

    Applications must be submitted online through Arcadia's Human Resources portal to receive full consideration. Please do not email application materials to hiring manager. For additional information and to apply, please visit: https://careers-arcadia.icims.com/jobs/ and submit a cover letter, resume and names and phone numbers of three professional references.

     

    Application review will begin immediately. Posting will be removed from the website once we've established a sufficient talent pool for consideration.

     

    Arcadia University seeks candidates of diverse cultural backgrounds and abilities. Arcadia University encourages members of underrepresented groups to apply. All offers of employment are conditional based on successful completion of a background check.

    Responsibilities

    Essential Functions

     

    • Provide excellent customer service performing basic troubleshooting of computers and other related devices in person or via remote computer access and phone.
    • Installs and configures software packages and University-related applications. Resolves routine issues and problems related to hardware and software
    • Effectively escalates issues and problems that are not resolvable, to ensure business needs are met quickly.
    • Effectively communicate technical issues, risks, and approaches to customers and co-workers at all levels.
    • Creates tickets or records activities in the service desk software system.
    • Updates/Creates internal supported system documentation.
    • Actively contribute to a high quality team environment. 

     

    Marginal Functions

    • Performs other duties as assigned in support of the the department's missions
    • Helps determine technical needs of supported systems.
    • Participates as a team member on projects.

    Qualifications

    Required Knowledge, Skills and Abilities:

    • Broad -based technical expertise and/or deep expertise in network printing, mobile, Apple or Microsoft product line. Excellent customer service skills.
    • Ability to multi-task and positively engage with teammates to cross-train and build shared knowledge. Ability to conduct activities professionally, modeling quality services for student workers.
    • Skill in establishing and maintaining effective work relationships.
    • Skill in effectively prioritizing assignments and tasks.
    • Ability to communicate clearly and effectively with both oratory and written skills.
    • Ability to provide outstanding customer service.
    • Ability to deescalate customers and handle challenging situations.
    • Ability to maintain confidential information.

     

    Minimum Qualifications:

    • Possession of a relevant college degree and/or industry certifications. Combination of education and experience, okay.
    • Two years experience installing, configuring, maintaining and diagnosing personal computers and related equipment, operating systems and software applications, preferably in a 4000+ customer environment. Experience with an Academic environment and related systems, a plus.

     

    Other Requirements: 

    • Possession of A+ and/or Network+ certification is preferred.
    • Knowledge of computer operation and support.
    • Skill in installing, configuring, maintaining and trouble-shooting personal computers, related equipment and software applications.
    • Skill in providing technical assistance, guidance and training to customers of varying levels of skills and expertise.

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