As a part of a diverse community of faculty and staff who represent many faith systems and worldviews, Marian University's Ancilla College seeks an IT Helpdesk Specialist to promote our Catholic Franciscan mission and identity by providing technical assistance and support related to computer systems, hardware, or software.
The IT Helpdesk Specialist will respond to clients' requests, isolate problems, and determine and implement solutions. Additionally, this individual will manage software support applications as well as various helpdesk ticket tasks and customer support. MAC experience is a plus.
Essential Duties and Responsibilities:
* Actively engage with Marian University's Catholic Franciscan mission and identity by modeling the Franciscan Sponsorship Values and honoring the legacy of the founding congregation through transformative education, unity in diversity, leadership through service, integrating faith and life, and adherence to institutional policies.
* Serve as the first point of contact for individuals seeking technical assistance via phone, email, or chat, ensuring requests are handled promptly and effectively.
* Provide technical support for incoming requests through the IT ticketing system.
* Maintain the technology inventory using asset management software.
* Support and troubleshoot issues related to LAN, WAN, and other systems.
* Support and troubleshoot Apple devices (iPhones, iPads, MacBooks).
* Support and troubleshoot printers and copiers.
* Support and troubleshoot A/V technology in classrooms, conference rooms, and during campus events.
* Develop and maintain a knowledge base and FAQs for users.
* Deploy computers for new users and employees.
* Image laptops and desktops for staff, classroom equipment, and conference rooms.
* Be flexible to work as part of the "on-call" team and schedule.
* Stay updated on IT principles and industry trends.
* Perform other duties as assigned.
Required Qualifications:
* Knowledge of and commitment to Marian University's Mission.
* Strong knowledge of Windows 10/11 and Office suites.
* Experience with Active Directory.
* Experience with Microsoft Azure, O365, and SharePoint.
* Excellent communication and telephone etiquette.
* Strong organizational skills and attention to detail.
* Ability to multitask and work collaboratively or independently.
* Previous experience in an IT Service Desk role.
* Experience managing incidents and maintaining SLA compliance.
* Ability to support after hours as needed.
Application Process:
1. Cover Letter
2. Current resume or CV
3. Contact information for three professional references (to be entered after application submission in the "My Presence" section)
4. Responses to mission & identity questions
Review Marian University's Mission & Identity Statement before responding to the supplementary questions: https://www.marian.edu/faith
Marian University is an Equal Opportunity Employer. All individuals, including minorities, women, individuals with disabilities, and veterans, are encouraged to apply.
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