Posting Number: FY101040930Title: Help Desk TechnicianDivision: COO - Chief Operating OfficerPosition Department: HelpDesk & Computing Support SvcsPosition Classification: NF - Non-Exempt/Full TimePosition Cost Center: 3304Position Band: 05-Non-Exempt/HourlyTitle of Person to which Position Reports: Help Desk ManagerDescription of Duties: Primary responsibility is for entering, triaging where appropriate and the ultimate resolution of operational problems, questions and requests that come to the Help Desk system via telephone, e-mail, voicemail, web and in-person requests.

This position is responsible for rectifying both hardware and software related issues.

In this capacity, the technician is responsible for timely troubleshooting, diagnosis and repairs of all manner of PC and peripheral problems.

Communication with clients and/or other IS staff members toward the resolution of the above problems is critical to the position.

Supervising student employees and physical Computing Services area during 2nd shift.

Interaction with the Bentley University user community.

This will also include one-on?one training for users.

The technician will undertake the education of clients on an as needed basis as a result of help desk tickets.

Training, education and awareness of emerging technologies.

The technician will be required to learn and become proficient diagnosing and utilizing new technologies as they become integrated with the computing environment at Bentley University.

This will include off-site training, ongoing technical and customer service certification as required by management, and awareness of techniques and methods used to repair new equipment and technologies.

Development, implementation and documentation of projects on an as needed basis for the Help Desk.

Additional Description of Duties: This position requires extensive technical knowledge of desktop, laptop and peripheral hardware and software.

This position requires that the holder be able to multi-task and manage shifting priorities.

This position requires excellent interpersonal skills, thorough technical knowledge, highly developed analysis skills, and good understanding of the Bentley Community.

This position requires a solid understanding of the operating needs of IS as well as faculty, staff and students.

The ability to recommend appropriate solutions, which address both immediate and global problems within the community, is critical as well.

Managers and supervisors will not typically be on campus during this individual's shift.

After Bentley's normal business hours, direct supervision of the Bentley Help Desk student staff and the Computing Services physical area within the Bentley Library.

2nd shift operating hours must be covered by the technician, meaning there is very little freedom in scheduling.

It is imperative that the technician be timely and available during these hours.

For special assignments and projects, the manager provides verbal and written direction and provides deadlines and prioritization.

The manager will assist this position in developing the processes and policies with respect to problem resolution.

This position reports directly to the Help Desk Manager.

Limited physical demands, but confined for extended periods of time on the phone and at a counter.

The majority of thisjob requires communication with customers.

Clear communication skills are essential.

Shared office environment of the help desk and counter area.

Limited or no travel will be required.

Position Qualifications: Minimum of 1-3 years working in a technical PC related field on a customer service help desk.

Excellent communication skills and a proven track record of courteous and efficient customer service.

Software Knowledge: License(s) Required for the Position: Required Applicant Documents: Resume/Curriculum VitaeCover LetterOptional Applicant Documents: Hours: Monday-Thursday: 2:30pm-10:30pm, Friday 10am-6pmMonths Per Year: 12Posting Date: Closing Date: Open Until FilledSpecial Instructions to Applicants: Bentley University is an Equal Opportunity Employer, building strength through diversity.

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