Campus News

Help Desk Specialist (full-time)

Rockford University invites applicants for the position of Help Desk Specialist.  The selected candidate will be responsible for troubleshooting malfunctioning equipment, supporting audio/visual requirements for events, and supporting the University for all information technology needs.

DUTIES:

• Use and maintain work order tracking system to ensure all work orders are entered and updated. 
• Perform a variety of technical tasks ranging from installation of computer hardware and software to troubleshooting malfunctioning equipment including desktop computers, laptops, printers, projectors, mobile phones and desk phones, etc.
• Support Audio/Visual requirements for various demands and events.
• Provide Audio/visual setup, breakdown, inventory control, configuration, repair, recording and other requirements as needed.
• Performs installations, upgrades and backups of software and hardware applications.
• Maintain the personal computer workstations, productivity applications, anti-virus software, utilities, and workstation LAN connectivity.
• Troubleshoot software and hardware failures.
• Identify network problems when they occur and assist Network Administrator with troubleshooting.
• Act as a project member for major technical systems efforts, executing assigned tasks. 
• Team player to work with counterparts and peers within the department.

Specific duties include (but are not limited to):

• Answer and log incoming calls, working to close open tickets.
• Plan, install, maintain and support the PC workstations and LAN.  Maintain network productivity application software (Microsoft Office, Anti-Virus, etc.) on distributed systems within the company.
• Manage the constant flow of projects (issues and requests) that arrive, and coordinate the completion of these tasks.   Assist the staff with user support issues as they relate to the systems.
• Provide consultation and frontline support services to senior-level staff.
• Communicate clearly and effectively ticket information to support staff of multiple organizations as well as to customers.
• Support and maintain the desk phones in offices and the directory information in the phone switch.
• Follow pre-set definitions for tasking, assign support tickets to resources as needed and follow up on the completion of those tickets.
• Assist in maintenance of software product and license records; assist in ensuring compliance with applicable software copyright laws and regulations.
• Assist in the development of user training.
• Research and investigate new LAN and PC workstation designs and productivity application products.
• Work on assignments that are moderately complex in nature where judgment is required in resolving problems and making routine recommendations.
• Set up or set up and operate audio and video equipment including microphones, sound speakers, video screens, projectors, video monitors, recording equipment, connecting wires and cables, and related electronic equipment for concerts, sports events, meetings and conventions, presentations, and news conferences.

TO APPLY:  Review of resumes will begin immediately and continue until the position is filled.  Please submit cover letter indicating salary requirement, resume and list of three professional references to HumanResources@rockford.edu.