Help Desk Specialist

The mission of Goodwin University is to educate a diverse student population in a
dynamic environment that aligns education, commerce, and community. Our innovative programs of study prepare students for professional
careers while promoting lifelong learning and civic responsibility. As a nurturing university community, we challenge students, faculty,
staff, and administration to fully realize their highest academic, professional, and personal potential.

Position
Description Summary/Purpose: Under the supervision of the Assistant Director of IT, this position provides user support and
customer service on technology-related issues. This position troubleshoots problems and advises on appropriate action, communicates with
other IT personnel on problem resolution and status of open cases, and performs other tasks as assigned by the Assistant Director of IT.

This person is expected to learn about emerging technologies and resolve any issues involved in integrating new technologies with
existing systems.

This position works closely with the Goodwin IT Department and all of its parts – including the Technology
administration team, as well as the Help Desk team for ongoing support and in evaluating current systems and aligning business objectives
with the strategy for technology.

Essential Job Functions/Primary Responsibilities:

(The essential
functions or duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of
specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the
position.)

• Assist University’s faculty, staff and students in solving computer and system issues
• Responds to users
  seeking technical assistance via ticketing system, email, telephone calls, and walk-ins.
• Excellent communication, presentation,
  collaboration, and interpersonal skills
• Must be organized, pro-active and self-directed
• Must have strong abstract thinking
  and problem-solving skills
• Determines the best solution based on the information provided.
• Directs unresolved issues to
  the next level of support personnel.
• Communicates with users and IT personnel on status of open cases.
• Performs other
  tasks as assigned by the Assistant Director of IT
• Conducts all work in a safe manner and all work safety practices are
  followed.

Other Functions:

• Performs similar or related work as required, directed or as
  situation dictates.
• Continues professional development and training; keeps current with trends.
• Assists other department
  staff as needed to promote a team effort.

Knowledge, Ability and Skill:

• Demonstrated
  commitment to developing and fostering best practices and policies to promote diversity, equity, and inclusion, and build an environment in
  which all members of the University community are treated with respect and dignity
• PC and MAC Hardware and Software
  troubleshooting
• Windows Operating system – including XP, 7, 8, 10 and Server OS
• MAC OS – including iOS for mobile
  devices
• Microsoft Office 365 suite
• Microsoft Active Directory
• Printer support – Toner, basic troubleshooting,
  Network connectivity
• A+ certification a big plus
• Familiarity with a Computer Imaging process for recovery or new
  installations.
• Ability to read, analyze and interpret common technical journals
• Strong communication skills; able to
  explain technical issues to non-experts
• Strong diagnostic, evaluation, analysis, and problem-solving skills
• Resourcefulness

Skills:

Minimum Required Qualifications:

Education,
Training and Experience:

• Requires a High School diploma or GED.
• A.S or higher education preferred
• Experience in the field of Information Technology preferred
• Customer Service experience

Special
Requirements:

• Valid Drivers License and Insured Vehicle

Physical and Mental Requirements:

Work Environment None Under 1/3 1/3 to 2/3 Over
2/3
Outdoor Weather Conditions X
Work with fumes or airborne particles X
Work near moving mechanical parts X
Risk
of electrical shock X
Vibration X

Physical Activity None Under 1/3
1/3 to 2/3 Over 2/3
Standing X
Walking X
Sitting X
Talking & Hearing X
Using
hands/fingers to handle/feel X
Climbing or balancing X
Bending, pulling, pushing X
Driving X

Lifting
Requirements None Under 1/3 1/3 to 2/3 Over 2/3
Up to 10
pounds X
Up to 25 pounds X
Up to 50 pounds X
Up to 75 pounds X
Up to 100 pounds X
Over 100 pounds X

Vision
Requirements:

X Close vision (i.e. clear vision at 20 inches or less)

X Distance vision (i.e. clear
vision at 20 feet or more)

X Color vision (i.e. ability to identify and distinguish colors)

X Peripheral vision
(i.e. ability to observe an area that can be seen up and down or

left and right while the eyes are fixed on a given point)

X Depth perception (i.e. three-dimensional vision, ability to judge distances and

spatial relationships)

___ No
special vision requirements

Salary Range:

• $38,000 to $40,000 annually

Full-Time Employee Benefits:

• Medical Insurance
• Dental Insurance
• Vision
  Insurance
• Pet Insurance
• 401k employer match
• Employee & dependent life insurance
• Great tuition benefits
  for employee, spouse & dependents
• PTO program

(This job description does not constitute an employment agreement
between the university and employee. It is used as a guide for personnel actions and is subject to change by the university as the needs of
the university and requirements of the job change.)