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Help Center Technician

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Posting Details

Position Information

Title Help Center Technician
Department Information Technology Services (ITST)
Position Category Staff
FTE 1.0
Schedule

Monday – Friday
8:00am – 4:30pm
Schedule subject to change

Will driving be required? No
If temporary, list start date
If temporary, list end date
Requested start date for this position 10/16/2017
Pay Rate $19.08/hour
Benefits Eligible Yes
Campus Location Northwest Denver
Full-time or Part-time Full-Time
Posting Number 201101049

Position Summary Information

Job Summary

The Help Center Technician will provide level one support to end users on a variety of issues. Identifies, researches and resolves technical problems. Responds to phone calls, email and personal requests for technical support. Properly documents and monitors user issues to insure a timely resolution and to develop a comprehensive problem resolution database. They help to define technology support policies and procedures and work to continually improve call handling and resolution. The Help Center Technicians will also use expertise to cross function in the field as needed to provide peripatetic networked desktop computing service and support.

Major Duties and Responsibilities

65% The Help Center Technician will be responsible for the Help Center, particularly during evening and weekend hours according to work schedule. Such responsibility includes answering requests (by phone, email and other means) from technology users in need of advice or troubleshooting and greeting walk-in visitors for the same. The focus of this position is immediate diagnosis and resolution or escalation to appropriate staff member of problems with the use of technology.

20% The Help Center Technician will author Knowledge Management documentation based on pre-defined process; contribute to the capture, search and use of Regis University’s information assets including databases and documents as well as the tacit expertise and experience of individuals.

5% Proactively research technology user needs with reference material, vendor help lines, knowledge sharing, and participation in training to maintain current knowledge about computer and software systems in order to provide a high level of customer service to the University.

5% This person may supervise any student employees responsible for assisting with Help Center functions. Such supervision will include oversight of routine task performance (lab checklists, classroom checklists, etc.) as well as observation and guidance as students respond to requests for assistance.

5% Perform other duties as assigned to support organizational / institutional needs and the Regis mission.

Minimum Qualifications

1-3 years of job-related experience in a fast-paced customer service or technical support environment answering multiple incoming calls. Successful candidates will have real-world experience in hardware and software troubleshooting and repair (or equivalent certification).

Preferred Qualifications

Associates degree

About Regis

Regis University, inspired by its Jesuit Catholic heritage, has been committed to academic excellence, personal development and community engagement since its founding in 1877. Regis provides values-based education at the undergraduate, graduate and doctoral levels and is accredited by the Higher Learning Commission: A Commission of the North Central Association of Colleges and Schools. Its motto, “Men and Women in Service of Others,” describes the purpose of Jesuit education: to form men and women who use their knowledge in the unselfish service of others. Regis is composed of five colleges: the College of Contemporary Liberal Studies, Regis College, College of Computer & Information Sciences, College of Business & Economics, and Rueckert-Hartman College for Health Professions, which includes the schools of pharmacy, physical therapy and nursing.
Beyond its historic campus in Northwest Denver, there are Regis campuses in Thornton, the Denver Tech Center and in Colorado Springs. Regis currently serves about 10,000 students in online and campus environments and has been ranked as a top school in the Western Region for 20 consecutive years by U.S. News & World Report.

Posting Detail Information

UA EEO Statement

This statement is intended to indicate clearly that the University is morally committed to the principles of nondiscrimination – that we want to do this rather than just have to by law.

“In accordance with its Jesuit Catholic mission, Regis University is committed to maintaining a humane atmosphere in which the civil rights of every individual are recognized and respected. Regis University does not unlawfully discriminate in either the provision of educational services or in employment practices on the basis of race, color, religion, national origin, creed, ancestry, gender, age, marital status, sexual orientation, military or veteran status, physical or mental disability, or any other characteristic protected by local, state, or federal law. Within this context, Regis University does reserve the right to give employment preference to persons who demonstrate by word and practice a commitment to the University’s mission and educational goals.”

Non-discrimination Notice

Regis University does not discriminate on the basis of race, color, national origin, sex, disability, age, religion, veteran status, marital status, pregnancy, parental status, gender identity, sexual orientation, genetic information or any other legally protected status in any of its policies, programs or activities and provides equal access to education.
Review the complete Regis University Nondiscrimination Notice at: Non-discrimination Notice

Close Date
Open Until Filled (Positions may remain open until we have an adequate applicant pool or the close date listed, whichever occurs first. Please consider applying for positions as soon as possible) No
Special Instructions to Applicants

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. * Do you have experience taking phone calls at a support desk?

    (Open Ended Question)

  3. * Please describe any experience you have creating and providing end user training.

    (Open Ended Question)

  4. * Are you able to work occasional evening and weekend hours?
    • Yes
    • No
  5. * Describe your most recent technical experience in the IT support field and identify what talents you will bring to this position?

    (Open Ended Question)

  6. * How do you feel IT should align itself for the betterment of the Regis University mission?

    (Open Ended Question)

  7. * Describe a situation where you have had to facilitate communication.

    (Open Ended Question)

  8. * Describe your desktop computer hardware and software support experience in the IT field.

    (Open Ended Question)

Applicant Documents

Required Documents
  1. Resume/Curriculum Vitae
  2. Cover Letter
  3. List of References
Optional Documents