Help Center Technician
3.
8 Full-time 2 hours ago Full Job Description Regis University R003032 Northwest Denver Campus Position Type:
Staff Scheduled Weekly Hours:
40 Requested Start Date for this Position:
03/20/2023 - 27 days to go Campus Location:
Northwest Denver Campus Full-time or Part-time:
Full time Job
Summary:
Help Center Technicians 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 ensure 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.
Help Center Technicians also use expertise to cross function in the field as needed to provide peripatetic networked desktop computing service and support.
Working at Regis University As Regis employees, we embrace our Jesuit Catholic values of respect, inclusion and equity, and welcome employees, faculty and students from all faiths and cultures.
Together, we perform our duties in alignment with the mission of the University and seek dedicated individuals to contribute to and strengthen that mission and our service to students.
Take a moment to consider our Total Rewards package:
A generous tuition benefit for employees, spouses, and dependents Paid Mission leave to give employees time to volunteer in the community Options for flexible work Additional time off each year when the University closes for Winter Break Medical, dental, and vision insurance Special Instructions to Applicants:
Please submit a resume, cover letter and list of references with your application.
Current employees, please submit an application and requested documents by logging into Workday.
Click on the Career Worklet and access the internal site.
Major Duties and
Responsibilities:
Essential:
65% Help center responsibility, 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% Authors Knowledge Management documentation based on pre-defined process.
Contributes 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 researches 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% Supervises 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.
Other:
5% Performs related duties as necessary to support the Regis mission.
DECISION MAKING:
Able to resolve users' issues as soon as possible by independent exercise of judgment.
Must decide without supervision about the priority level of the problem, based on ITS priority list, the user's frame of mind, location and status in the University and staff availability.
Discern who is the appropriate ITS staff person to best handle any problem.
Determine the method of contacting appropriate staff.
SCOPE of AUTHORITY:
Authority to exercise decision making as outlined above.
Authority to have access as a system administrator in a troubleshooting situation.
Authority to set priorities for initial response from ITS.
Supervisory responsibility for student help desk assistants.
COMMUNICATION:
Excellent interpersonal, interpretive, factual, and customer service communication ability.
Able to read and understand technical documentation and communications.
Must be able to write technical information into a usable reference manual understandable by all audiences in the Regis Community.
RESULTS of ACTIONS:
Actions will shape perception of ITS service.
MINIMUM REQUIREMENTS:
Education:
High School Diploma or GED required.
Associates degree preferred or equivalent years of related experience.
Experience:
1-3 years of job-related experience in a fast-paced customer service or technical support environment answering multiple incoming calls.
Requires real-world experience in hardware and software troubleshooting and repair (or equivalent certification).
Proven intermediate computer literacy required.
To view our Benefits Guide use either the link or the web address below.
Benefits Guide - Fiscal Year 22-23 or https:
//www.
regis.
edu/_documents/about/offices-and-services/human-resources/regis-university-employee-benefits-guide.
pdf Pay Rate:
$19.
75 / hour commensurate with qualifications.
To apply, visit https:
//regis.
wd5.
myworkdayjobs.
com/en-US/RegisUniversity/job/Northwest-Denver-Campus/Help-Center-Technician_R003032.
Since 1877, Regis University has been using our Jesuit background to provide an education for men and women of all ages and faiths and is accredited by the Higher Learning Commission:
A Commission of the North Central Association of Colleges and Schools.
Inspired by St.
Ignatius Loyola, the mission of Regis University is to educate men and women of all ages to make a positive impact in a rapidly-changing global society.
We encourage our students to seek truth, live purposeful lives, and continually examine and attempt to answer the question:
How ought we to live? Regis University's Northwest Campus is the main campus and administrative hub, located in Denver, Colorado.
Regis University has three additional campuses in Colorado Springs, Colorado, Thornton, Colorado and the Denver Tech Center, as well as distance learning initiatives.
jeid-173c5f429e6ea048bb049139114bcf49.
Estimated Salary: $20 to $28 per hour based on qualifications.
8 Full-time 2 hours ago Full Job Description Regis University R003032 Northwest Denver Campus Position Type:
Staff Scheduled Weekly Hours:
40 Requested Start Date for this Position:
03/20/2023 - 27 days to go Campus Location:
Northwest Denver Campus Full-time or Part-time:
Full time Job
Summary:
Help Center Technicians 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 ensure 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.
Help Center Technicians also use expertise to cross function in the field as needed to provide peripatetic networked desktop computing service and support.
Working at Regis University As Regis employees, we embrace our Jesuit Catholic values of respect, inclusion and equity, and welcome employees, faculty and students from all faiths and cultures.
Together, we perform our duties in alignment with the mission of the University and seek dedicated individuals to contribute to and strengthen that mission and our service to students.
Take a moment to consider our Total Rewards package:
A generous tuition benefit for employees, spouses, and dependents Paid Mission leave to give employees time to volunteer in the community Options for flexible work Additional time off each year when the University closes for Winter Break Medical, dental, and vision insurance Special Instructions to Applicants:
Please submit a resume, cover letter and list of references with your application.
Current employees, please submit an application and requested documents by logging into Workday.
Click on the Career Worklet and access the internal site.
Major Duties and
Responsibilities:
Essential:
65% Help center responsibility, 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% Authors Knowledge Management documentation based on pre-defined process.
Contributes 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 researches 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% Supervises 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.
Other:
5% Performs related duties as necessary to support the Regis mission.
DECISION MAKING:
Able to resolve users' issues as soon as possible by independent exercise of judgment.
Must decide without supervision about the priority level of the problem, based on ITS priority list, the user's frame of mind, location and status in the University and staff availability.
Discern who is the appropriate ITS staff person to best handle any problem.
Determine the method of contacting appropriate staff.
SCOPE of AUTHORITY:
Authority to exercise decision making as outlined above.
Authority to have access as a system administrator in a troubleshooting situation.
Authority to set priorities for initial response from ITS.
Supervisory responsibility for student help desk assistants.
COMMUNICATION:
Excellent interpersonal, interpretive, factual, and customer service communication ability.
Able to read and understand technical documentation and communications.
Must be able to write technical information into a usable reference manual understandable by all audiences in the Regis Community.
RESULTS of ACTIONS:
Actions will shape perception of ITS service.
MINIMUM REQUIREMENTS:
Education:
High School Diploma or GED required.
Associates degree preferred or equivalent years of related experience.
Experience:
1-3 years of job-related experience in a fast-paced customer service or technical support environment answering multiple incoming calls.
Requires real-world experience in hardware and software troubleshooting and repair (or equivalent certification).
Proven intermediate computer literacy required.
To view our Benefits Guide use either the link or the web address below.
Benefits Guide - Fiscal Year 22-23 or https:
//www.
regis.
edu/_documents/about/offices-and-services/human-resources/regis-university-employee-benefits-guide.
pdf Pay Rate:
$19.
75 / hour commensurate with qualifications.
To apply, visit https:
//regis.
wd5.
myworkdayjobs.
com/en-US/RegisUniversity/job/Northwest-Denver-Campus/Help-Center-Technician_R003032.
Since 1877, Regis University has been using our Jesuit background to provide an education for men and women of all ages and faiths and is accredited by the Higher Learning Commission:
A Commission of the North Central Association of Colleges and Schools.
Inspired by St.
Ignatius Loyola, the mission of Regis University is to educate men and women of all ages to make a positive impact in a rapidly-changing global society.
We encourage our students to seek truth, live purposeful lives, and continually examine and attempt to answer the question:
How ought we to live? Regis University's Northwest Campus is the main campus and administrative hub, located in Denver, Colorado.
Regis University has three additional campuses in Colorado Springs, Colorado, Thornton, Colorado and the Denver Tech Center, as well as distance learning initiatives.
jeid-173c5f429e6ea048bb049139114bcf49.
Estimated Salary: $20 to $28 per hour based on qualifications.
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