Title: Helpdesk Support Specialist

State Role Title: Info Technology Specialist II

Hiring Range: Commensurate with Credentials and Experience

Pay Band: 3

Agency: Norfolk State University

Location: Norfolk State University

Agency Website: www.nsu.edu

Recruitment Type: General Public - G

Job Duties

• Maintains detailed knowledge of desktop and laptop personal computers and peripheral equipment.
• Fields incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Triages incoming phone calls and helpdesk tickets and escalates to technical analyst as needed.
• Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Works with security and internal teams to provide a robust and secure environment.
• Uses remote access tools to troubleshoot and fix computer system problems remotely.
• Builds rapport and elicits problem details from help desk customers.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
• Works with Security and Technical Services teams to provide a robust and secure environment.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Applies diagnostic utilities to aid in troubleshooting.
• Maintains professional proficiency by attending workshops and seminars that address issues related to the University, the Office of Information Technology (OIT) and Application Services.
• Utilizes group policy to manage computer settings and limitations.
• Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identifies and learns appropriate software and hardware used and supported by the organization.
• Performs hands-on fixes at the desktop level as needed, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Performs preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Performs backup and recovery procedures as a safeguard measure.
• Performs post-resolution follow-ups to help requests.
• Performs other duties as assigned by leadership.
• Provides on-call support as necessary.

Minimum Qualifications

• Experience in help desk and direct customer assistance environments.
• Demonstrated knowledge of desktop and endpoint (tablet, iPhone, iPad etc.) systems installation, administration, performance monitoring, and troubleshooting, and the theories, concepts, principles, models, methods, and tools associated with each.
• Basic knowledge of Microsoft Windows based server environments and services (i.e., Active Directory, DHCP, DNS)
• Extensive demonstrated knowledge of desktop and endpoint (tablet, iPhone, iPad etc.) systems installation, administration, performance monitoring, and troubleshooting, and the theories, concepts, principles, models, methods, and tools associated with each.
• Basic knowledge of Microsoft Windows based server environments and services (i.e., Active Directory, DHCP, DNS)
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Demonstrated ability to communicate complex technical matters, both verbally and in writing, to end users who have varied levels of understanding of subject matters.
• Demonstrated ability to handle multiple competing tasks and work both independently and as a team member.
• Demonstrated ability to generate and adapt equipment and technology to serve user requirements.
• Experience using imaging software to image PCs, preferably KACE.
• Highly self-motivated and directed.
• Experience using imaging software to image PCs, preferably KACE.
• Exceptional written and oral communication skills.
• Ability to perform research, analyze results, draft requirements, and formulate technology solutions.
• Demonstrated ability to communicate complex technical matters, both verbally and in writing, to end users who have varied levels of understanding of subject matters.
• Experience diagnosing, troubleshooting, and resolving hardware, software, and other network and system problems, and replacing defective components, as required.

Additional Considerations

• Bachelor of Science degree from an accredited institution in Computer Science or discipline related to the knowledge skills and abilities; or equivalent combination of education and experience that meets the minimum qualifications, as outlined.
• Experience in the coordination and delivery of computing services and technology in an academic environment.
• Microsoft or Apple related certifications for end user systems.
• 2+ years of helpdesk experience.
• CompTIA A+
• CompTIA Network +
• Knowledge of basic networking protocols (DNS, DHCP, TCP/IP etc....)
• Knowledge of Papercut printing software.

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

Contact Information

Name: Jasmine Wertz

Phone: 757-823-2949

Email: jtwertz@nsu.edu

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.