Helpdesk Specialist - UIS

Pacific University achieves excellence and distinction by investing in exceptional people to think, care, create, and pursue justice in our world. We embrace discovery in a close and nurturing environment that leads to genuine transformation. Our community is diverse, sustainable, and dedicated to discovery and excellence in teaching, scholarship, and practice.

At Pacific University, we thrive in an extraordinary environment, surrounded by the beauty of the great Pacific Northwest, with campus locations in Forest Grove and Hillsboro. We humbly acknowledge and thank the original caretakers of the lands on which we live, work, teach, and acquire and share knowledge.

GENERAL DESCRIPTION OF THE POSITION:

Responsible for supporting the technology needs of students, faculty, and staff throughout the University. Investigates and resolve problems with online accounts, software, hardware, printers, and mobile computing devices.

ESSENTIAL FUNCTIONS/MAJOR RESPONSIBILITIES:

• The primary responsibility of the IT Helpdesk Specialist role is to provide remote and onsite support for internal/external end-users as well as diagnose and resolve technical issues.
• Supports a multitude of functions related to Pacific University operations, which can involve system maintenance, local networks, security protocols, and hardware inventory.
• Liaisons with Helpdesk and other IT specialist, including members of the Technology Operations, Enterprise Data Systems and Healthcare Clinic Information Technologies teams, to resolve issues.
• Assists in the configuration, deployment, maintenance, troubleshooting, and support of computer workstations, laptops, printers, mobile devices, telecommunications equipment, and other computer hardware.
• Contributes to the successful delivery of business-driven and internal IT projects and enhancements.
• Monitors ticket queues to prioritize, address, and escalate requests and incidents in accordance with Service Level Agreements and ITSM best practices.
• Aids and trains student workers, so that they can solve common problems.
• Rapidly responds to urgent situations, which may include direct response as well as coordination and communication with IT staff, vendors, and business partners.
• Establishes and maintains cooperative, friendly, and team-oriented relationships with coworkers, managers, supervisors, and others.
• Notifies UIS management of any potential security, privacy or safety issues brought on by client technology use.
• Maintains and updates asset information about university-owned technology.

SECONDARY FUNCTIONS:

• Perform other related duties as assigned.

JOB SCOPE:

Performs duties independently with minimal supervision, dealing with multiple priorities. Decisions are made within general policy guidelines but must require unique decision-making for each situation. Mistakes/errors may result in unhappy customers, damage to the academic careers of students, and work stoppages in vital University departments due to improperly resolved technology problems.

SUPERVISOR RESPONSIBILITY:

This position intermittently supervises several student workers.