Duties
The primary function of the Help Desk Technician is to provide proactive user-support of numerous university systems including the learning management system, instructional technologies, and desktop computing for students, faculty, and staff.

ESSENTIAL FUNCTIONS:
Provide Support for Athens State University Helpdesk
Provide technical assistance to end-users by phone, by email, Zoom, and in-person.
Manage help desk ticket intake process.
Follow the established help desk ticket intake processes to capture contact information and complete description of the issue.
Assign appropriate tier level support during intake
Provide Tier 2 support that includes in-depth troubleshooting and backend analysis of hardware, software, network, e-mail, Banner and learning management system, and classroom instructional technology issues
Improve and recommend Tier 1 troubleshooting procedures
Monitor and address Tier 1 help desk tickets.
Escalate unresolved issues to systems and network staff when required with documented analysis of the problem and attempted resolutions
Create Helpdesk materials to empower end-users to resolve their own problems
Assist in the development and modification of faculty, staff, and student orientations
Provides input to Tier 1 Help Desk processes including troubleshooting hardware and software problems
Continuously develop an understanding of the university products and extensive experience in troubleshooting and develop level 2 support skills by working with the university systems and participating in in-depth training as required
Provide assistance with the deployment and management of desktop systems as a backup to the primary desktop technicians
Provide Tier 1 classroom instructional technology support as needed.
Serve as secondary support to instructional spaces including assistance with AV.
Create and nurture a cooperative and collaborative atmosphere that emphasizes customer service and support
Establish consistent expectations with all customers following established service protocols and timelines for efficient and effective service delivery
Practice quality customer service in all interactions with the University community
Work toward continuous improvement of the department through efficiency and end-user empowerment in support of the University mission
Create and nurture a cooperative and collaborative atmosphere that emphasizes customer service and support
Establish consistent expectations with all customers following established service protocols and timelines for efficient and effective service delivery
Practice quality customer service in all interactions with the University community
Works toward continuous improvement of the department through efficiency and end-user empowerment in support of the University mission
Demonstrates flexibility and adaptability to changing work scope and task based on needs
Proactively engages in problem solving related to tasks in this position with internal and external people
Identify opportunities for improvements to work practices and offers viable solutions for implementation
Routinely practice self-monitoring by assessing self to make improvements or take corrective action
Actively work towards building cooperative and collaborative relationships with peers and internal customers
Perform other duties as assigned.
Qualifications
QUALIFICATIONS REQUIRED:
• High School Diploma or GED
• Strong computer hardware and software skills (troubleshoot hardware/software issues) including: Microsoft Office Suite, web browsers, online information systems, and electronic mail
• Critical thinking and problem solving skills
• Interpersonal communication skills (written and verbal)
• Strong organization and multi-tasking skills
• Desire to provide great customer service and technical support
• Must be able to accommodate a flexible work schedule including evenings and Sunday afternoons.

QUALIFICATIONS PREFERRED:
• Bachelor’s Degree in technology related field
• Work experience in a higher education setting supporting instructional technologies such as learning management systems/online courses, lecture capture, online storage, and portals.
• Using a work order ticketing system
• Experience with developing instructional training materials on various topic
Salary Schedule
Salary Band: N300
To view salary schedules, visit: https://www.athens.edu/about/offices/human- resources/salary-schedule-tables/
Salary will be commensurate with experience and qualifications
Posting Detail Information
University Information
Located in historic Athens, Alabama, Athens State University offers junior and senior-level coursework to community college graduates and transfer students holding sufficient credits from other institutions. Presently, over 3,100 students have selected Athens State because of its neighborly environment where 50 majors and degree programs are offered, with courses taught by a supportive and exceptional faculty. Approximately 80% of the students are enrolled in at least one online course. The typical student is a working adult who commutes. Recently, the University was featured in the 2015 Best Value Online College Rankings by OnlineU.org for four online programs including computer science, accounting, education and human resources. The University offers undergraduate degree programs in Liberal Arts, Teacher Preparation, and Business. The University employs more than 350 full and part-time employees with approximately 90 full-time faculty members in three colleges: College of Arts and Sciences, College of Business, and College of Education. Seventy-five percent of the full-time faculty members hold a terminal degree. The University is accredited by the Southern Association of Colleges and Schools Commission on Colleges.
Athens, Alabama is located in north Alabama equidistant between Nashville, TN and Birmingham, AL. Athens is home to several events and festivals that have been featured as the Southeast Tourism Society’s “Top 20 Events in the Southeast” including the Athens Storytelling Festival and the Tennessee Valley Old Time Fiddlers Convention.