Help Desk Rep, Sr

Position Title: Help Desk Rep, Sr

Employee Classification: Help Desk Representative,Sr

College/Division: Information Technology

Department: 450285-ICT TECHNOLOGY SUPPORT CENTER

Internal or External Search: External - Open to all applicants

Location: Las Cruces

Offsite Location (if applicable):

Target Hourly/Salary Rate: $17.85

Appointment Full-time Equivalency: 1.0

Exempt or Non-Exempt: Non-Exempt

Summary: Join our team!

Classification Summary:Under general supervision, plans, conducts, and supervises routine user support, simple problem analysis and resolution, general technical assistance, and training for information systems. Review progress and evaluates results.

Classification Standard Duties:Supervise the day-to-day operation of the help desk providing general technical support communication with university community. Schedule student employees (computer technical assistants). Co-administer accounts on the university implementation of e-mail list server software. Reset university system passwords. Co-administer web domain registry service for ICT. Help Desk HRIS. Create myNMSU accounts. Perform other duties as assigned.

Required Education, Experience, Certification/License, Equivalency

Required Education:Bachelor's degree in a related field.; Required Experience:No previous work experience required.; Equivalency:Any equivalent combination of education, training and/or experience as approved by Human Resource Services.; Required Certification/License:

Knowledge, Skills and Abilities

KNOWLEDGE:Knowledge and understanding of principles, procedures, regulations, and standards applicable to the job. Understanding of the University's mission, vision and goals.; SKILLS:Working with staff and strong interpersonal skills.; ABILITIES:develop and maintain effective working relationships; maintain accurate and orderly records; use independent judgment and initiative; organize and direct activities.

Job Duties and Responsibilities

The Help Desk Representative, Sr. supervises the operations of the Help Desk, providing technical assistance to the NMSU community. The position holder generally oversees the work of student-staff and performs other related duties. These include:

-Managing student staff

-Setting student staff work schedules

-Interacting with customers to provide technical issue resolution

-Working with the various IT departments to identify technology issues that will impact the NMSU system and develop solutions for those issues

-Addressing customer complaints

-Acting as the next level of assistance, above the student-staff level

-Ensuring the Help Desk environment is friendly and customer-centric

-Reviewing/updating knowledge-base articles to ensure accuracy

-Administering email lists accounts

Preferred Qualifications

Special Requirements of the Position

Department Contact: Jasmine Gomez, 575-646-3685, jgomez12@nmsu.edu

Contingent Upon Funding: Contingent upon funding

Bargaining Unit Eligibility: This is NOT a bargaining unit position with American Federation of State, County & Municipal Employees (AFSCME).

Standard Work Schedule: Standard (M-F, 8-5)

If Not a Standard Work Schedule:

Working Conditions and Physical Effort

Environment: Work is normally performed in a typical interior/office work environment.

Physical Effort: No or very limited physical effort required.

Lifting Requirements: Requires handling of average-weight objects up to 10 pounds or some standing or walking.

Risk: No or very limited exposure to physical risk.