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Help Desk Representative

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Position Information

Position Information

Job Title Help Desk Representative
Job Description

Do you love working with technology, solving problems and have a passion for helping others? Do you have a positive attitude and great communication skills? Then you might be a great fit for the Help Desk Team!

The OIT Help Desk provides a single point of contact for telephone & computing support to the Notre Dame community. Support includes handling phone calls, electronically submitted questions, and walk-in customers requesting assistance with OIT (Office of Information Technologies) services and desktop applications. In-depth troubleshooting skills are required to identify, diagnose, and resolve computer-related and telephone problems and to receive and process service requests.

Essential Duties & Responsibilities:

  • Receive and record information regarding each problem or request, providing support to identify, diagnose, and resolve basic to complex computer-related and telephone issues. Appropriately route issues that cannot be resolved at the Help Desk to other IT support groups within OIT and to other campus IT groups.
  • Identify user problem trends to assist in the development of user documentation, training, knowledge base articles, web content and communications to campus. Design and conduct structured testing of new services, including quality checking related documentation.
  • Assist with training and mentoring of new Help Desk staff, and student employees.
  • Represent the Help Desk on IT projects, committees to aid in planning support and change management activities for new and evolving services.
Minimum Qualifications

At least 2 years job-related experience in a customer service environment and 1-2 years experience in IT support area and possession of core knowledge in related job areas is required.

Uses well developed communication skills to provide clear and understandable assistance to customers, as well as oral and written reports and other materials to a larger audience with a minimum of supervision. Is able to communicate effectively with a non-technical audience. Communicates effectively with senior management on service issues.

Applies theories and principles to identify causes using reason and logic. Can generate and evaluate alternate solutions, and implement plan of action. Can develop innovative solutions, and resolve high impact or cross-functional problems.

In-depth knowledge of computer hardware/software and understanding of IT infrastructure and systems integration. Able to understand and explain complex technical concepts. Applies a working knowledge of the established methods and techniques for managing information systems projects, if required. Windows OS and Mac OS knowledge. MS Office Suite. Email applications (e.g. Outlook, MacMail, etc.). Incident Management Software (e.g. ServiceNow). Understanding of computer networks and telephone services. Troubleshooting skills and techniques.

Excellent customer service skills are required.

Preferred Qualifications

Associate’s degree in Computer Science, Liberal Arts, Humanities or relevant field is preferred.

Certification in one or more technical specialties may be required. HDI Support Center Analyst and/or ITIL Foundations certification a plus.

Must be available during normal business hours (M-F, 8-5). May consider individuals interested in part-time hours.

Special Instructions to Applicants
Department User Services (29010)
Department Website http://oit.nd.edu
Family / Sub-Family IT / Help Desk
Career Stream/Level NIC 2 Coordinator
Department Hiring Pay Range ($28,289 - $39,500) depending on skills and experience
Pay ID Semi-Monthly
FLSA Status S5 - FT Non-exempt Salaried
Job Category Information Technology
Job Type Full-time
Schedule: Days of Week & Hours

Monday – Friday, 8am – 5pm

Schedule: Hours/Week 40
Schedule: # of months 12

Posting Detail Information

The University of Notre Dame seeks to attract, develop, and retain the highest quality faculty, staff and administration. The University is an Equal Opportunity Employer, and is committed to building a culturally diverse workplace. We strongly encourage applications from female and minority candidates and others that will enhance our community. Moreover, Notre Dame prohibits discrimination against veterans or disabled qualified individuals, and requires affirmative action by covered contractors to employ and advance veterans and qualified individuals with disabilities in compliance with 41 CFR 60-741.5(a) and 41 CFR 60-300.5(a).

Posting Detail Information

Job Posting Date (Campus) 09/14/2017
Job Posting Date (Public) 09/14/2017
Job Closing Date 09/28/2017
Posting Type Open To All Applicants
Posting Number S17837

Advertising & Screening Information

Quick Link for Internal Postings http://jobs.nd.edu/postings/10227

Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * How did you hear about this employment opportunity?
    • Public Job Posting
    • Internal Job Posting
    • Agency Referral
    • Advertisement/Publication
    • Personal Referral
    • Website
    • Other
  2. * Are you a regular full or part-time employee of the University of Notre Dame?
    • Yes
    • No
  3. * What is the highest level of education that you have attained?
    • No Response
    • High School Diploma
    • Associate's Degree
    • Bachelor's Degree
    • Master's SDegree
    • Ph.D.
  4. * Do you possess 1-2 years of experience in IT support area?
    • Yes
    • No
  5. * Please list the Window's Operating Systems that you have expertise in using and troubleshooting in the field below.

    (Open Ended Question)

  6. * Please list the Mac OS X versions you have expertise in using and troubleshooting in the field below.

    (Open Ended Question)

  7. * How many years of customer service experience do you have?
    • None
    • 1-3 Years
    • 4-6 Years
    • 7+ Years
  8. * Have you obtained ITIL Foundations certification?
    • Yes
    • No
  9. * Do you have expertise in using and troubleshooting Red Hat?
    • Yes
    • No
  10. * Do you have expertise in using and troubleshooting Ubuntu?
    • Yes
    • No
  11. * Describe a particularly challenging computer problem you assisted someone with, and how you resolved it? What resources did you use to do so?

    (Open Ended Question)

  12. * Describe your preferred method for solving problems you currently do not know the answer to.

    (Open Ended Question)

Documents Needed to Apply

Required Documents
  1. Resume/Curriculum Vitae
  2. Cover Letter/Letter of Application
Optional Documents
  1. Letter of Recommendation 1
  2. Letter of Recommendation 2