Help Desk Representative – HigherEdJobs

The University of Notre Dame (ND.jobs) is accepting applications for a Help Desk Representative.

Applications will be accepted until 03/01/2024.

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. Customers contact us through a variety of channels including telephone, email, electronic forms, chat, and walk-in requesting assistance with OIT (Office of Information Technologies) services and desktop applications.

Working at Notre Dame, in the Office of Information Technologies (OIT), staff have the opportunity to work with a dynamic team. All members of the OIT are supported in an environment that promotes well-being, life-work integration, and professional growth & development. At the University, we embrace the core values of Accountability, Integrity, Teamwork, Leadership in Excellence & Leadership in Mission in all that we do.

The University of Notre Dame is committed to diversity (http://diversity.nd.edu/) in its staff, faculty, and student body. We strive for an inclusive environment that values and embraces differences in backgrounds, life experiences, and perspectives. We welcome and value people of all faiths and viewpoints.

Essential Duties & Responsibilities:

• Provide support to identify, diagnose, and resolve basic to complex computer-related and telephone issues.
• Cross-training with Audio Video Technologies and Help Desk Dispatch (our team who, among others, performs deskside support, assists with IT purchases, etc.) with responsibilities to work with these teams during peak times.
• Receive and document information regarding each problem or request and the actions taken.
• Route issues and refer customers to other IT support groups and departments for issues that the Help Desk cannot resolve.
• Assist in developing documentation, training, knowledge base articles, web content, and communications to campus.
• Design and conduct structured testing of new services, including quality checking related documentation.

Eligible for a hybrid work schedule.

Minimum Qualifications:

One to two years of experience in an IT support role, job-related customer service experience, and must possess core knowledge in the essential duties and responsibilities listed.

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 alternative solutions, and implement a plan of action. Can develop innovative solutions, and resolve high-impact or cross-functional problems.

Candidate to have expertise in two or more of the following:

Windows OS and Mac OS knowledge.
Google G Suite applications.

MS Office Suite.

Incident Management Software (e.g. ServiceNow).

Adobe Creative Cloud.

Understanding of computer networks and telephone services.

Excellent customer service skills are required.

Preferred Qualifications:

• An Associates degree in Computer Science, Liberal Arts, Humanities, or a relevant field.
• Certification in one or more technical specialties is a plus.
• HDI Support Center Analyst and/or ITIL Foundations certification a plus.

ABOUT NOTRE DAME:
The University of Notre Dame, founded in 1842 by Rev. Edward F. Sorin, C.S.C., of the Congregation of Holy Cross, is an independent, national Catholic university located in Notre Dame, Ind. For the fifth consecutive year, the University of Notre Dame has received Honor Roll distinctions as one of the top 10 higher education workplaces in the country in the Chronicle of Higher Education’s annual “Great Colleges to Work For” survey…and we are proud of it!

This appointment is contingent upon the successful completion of a background check. Applicants will be asked to identify all felony convictions and/or pending felony charges. Felony convictions do not automatically bar an individual from employment. Each case will be examined separately to determine the appropriateness of employment in the particular position. Failure to be forthcoming or dishonesty with respect to felony disclosures can result in the disqualification of a candidate. The full procedure can be viewed at https://facultyhandbook.nd.edu/?id=link-73597.

Equal Opportunity Employment StatementThe 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 those candidates attracted to a university with a Catholic identity. 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).

APPLICATION PROCESS:
Please apply online at http://ND.jobs to Job # S24704. For additional information about working at the University of Notre Dame and various benefits available to employees, please visit http://hr.nd.edu/why-nd. The University of Notre Dame supports the needs of dual career couples and has a Dual Career Assistance Program in place to assist relocating spouses and significant others with their job search.

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