POSTED JOB TITLE: Help Desk Technician, Information Technology Services

JOB DESCRIPTION: The primary mission of the Information Technology Services Help Desk is to support campus users with hardware, software and network difficulties. The Help Desk Technician works as a team member in the ITS department, but primarily with the ITS Help Desk, which consists of a Help Desk Coordinator, Help Desk Technicians, and student technicians. The Help Desk Technician works with all ITS staff to diagnose and solve any problems as needed. This may include both network and regular PC support problems. The lab The Help Desk is responsible for maintaining proper functionality of all the computer labs across campus. Each person performs their own data entry into a work order tracking system.

Job Duties as Help Desk Technician include but are not limited to:

• Prioritizes work orders for all technicians.
• Work with ITS members to diagnose problems for all computing equipment on campus.
• Work with ITS members to repair computing equipment on campus.
• Work with ITS members to maintain all computing equipment on campus.
• Work with ITS members to upgrade all computing equipment on campus.
• Work with ITS members to maintain, upgrade and repair computing equipment in all computer labs across campus.
• Ensure proper functionality of workstations, software and peripherals in computer labs across campus.
• Offer technical support on-site via phone, email or remote.

SUPERVISION: This position will work under the supervision of the Information Technology Services Help Desk Coordinator.

MINIMUM QUALIFICATIONS:

1. Work experience with MS Windows 10, 11, and core Microsoft Office software.
2. A demonstrated ability to effectively interface and communicate with end-users possessing various levels of PC skills is necessary.
3. Willingness to work as a team member, responsive to user requests for problem-solving and commitment to service are required.
4. Understanding of the academic environment, an ability to work in a team structure and participate in continuous learning is essential.
5. Ability to multi-task.
6. Ability to document troubleshooting procedures and workplace protocol will be needed.
7. Must have experience in communicating with and assisting users with a wide range of tech skills.
8. Experience in using a form of Help Desk management software in which work orders or tickets are tracked.
9. Experience with removing viruses, malware, and spyware.
10. Be able to routinely deliver and setup computer systems.
11. Must be professional at all times and maintain confidentiality.
12. Experience with PC hardware/software installation, repair, testing, and troubleshooting.
13. Knowledge of basic networking to include IP Addressing, DHCP, DNS, and basic network hardware.
14. Must demonstrate effective interpersonal skills.
15. Demonstrate effective customer service skills.

PREFERRED QUALIFICATIONS:

1. Bachelor’s Degree
2. Extensive experience with hardware and various software applications in a networked environment
3. Experience working in a higher education environment.
4. Some experiences with other operating systems, such as Mac OS X or Linux.
5. Experience in researching alternative troubleshooting procedures for assisting team members will be beneficial.
6. Any study, or research, or experience in the fields of computer science and/or computer security.
7. Extensive experience in training individuals with a wide variety of technical skills.
8. Experience with teaching new skills to student technicians.

SALARY RANGE: Commensurate with experience.

INSTITUTION: Cameron University (www.cameron.edu) is a state-supported regional institution located in Lawton, Oklahoma, that offers undergraduate and graduate degrees. Dedicated to excellence, the university provides a wide range of economic, cultural, and educational opportunities for the betterment of all citizens. Master''s-level graduate degrees are offered in business, behavioral sciences, and education; baccalaureate programs are offered in more than forty disciplines, and associate degrees are offered in many other studies. The close proximity of Fort Sill contributes to an area rich in cultural diversity and provides the opportunity for frequent cooperative efforts. The combined community of Lawton/Fort Sill has a population of more than 100,000 and is located adjacent to the picturesque Wichita Mountains Wildlife Refuge. A copy of the University’s Annual Security Report, listing crime statistics and university policies, is available by contacting the Office of Public Safety or by accessing the report online at www.cameron.edu/ops.

APPLYING : Attachments should include a cover letter indicating experience applicable to position, resume, transcripts (unofficial are acceptable at this point), names, addresses, and telephone numbers of three professional references.

DEADLINE: Applications will be accepted until the position is filled.

Job # A1202V

EEO/AA Employer/Vets/Disability

Required Skills

Required Experience

• Must be able to stand and walk on concrete up to 100% of the work day
• Must be able to bend, stoop, kneel, and crouch
• Must be able to lift and carry 50 lbs along and over 50 lbs with assistance
• Must be able to climb and balance
• Must be able to use hands to reach, handle, and/or feel
• Must be able to visually inspect products
• Must have manual dexterity in hands for tool usage
• Must be able to work in temperatures above 95° in a non-climate controlled building