The University of Notre Dame (ND.jobs) is accepting applications for a Help Desk Representative.
Applications will be accepted until 10/28/2019.
Do you love working with technology, solving problems and have a passion for helping others? Do you have a positive attitude and great communication skills? Then you might be a great fit for the Help Desk Team! The OIT Help Desk provides a single point of contact for telephone & computing support to the Notre Dame community. Support includes handling phone calls, electronically submitted questions, and walk-in customers requesting assistance with OIT (Office of Information Technologies) services and desktop applications. In-depth troubleshooting skills are required to identify, diagnose, and resolve computer-related and telephone problems and to receive and process service requests. Essential Duties & Responsibilities:
Receive and record information regarding each problem or request, providing support to identify, diagnose, and resolve basic to complex computer-related and telephone issues. Appropriately route issues that cannot be resolved at the Help Desk to other IT support groups within OIT and to other campus IT groups.
Identify user problem trends to assist in the development of user documentation, training, knowledge base articles, web content and communications to campus. Design and conduct structured testing of new services, including quality checking related documentation.
Assist with training and mentoring of new Help Desk staff, and student employees.
Represent the Help Desk on IT projects, committees to aid in planning support and change management activities for new and evolving services.
Minimum Qualifications: At least 2 years job-related experience in a customer service environment and 1-2 years experience in IT support area and possession of core knowledge in related job areas is required.Uses well developed communication skills to provide clear and understandable assistance to customers, as well as oral and written reports and other materials to a larger audience with a minimum of supervision. Is able to communicate effectively with a non-technical audience. Communicates effectively with senior management on service issues.Applies theories and principles to identify causes using reason and logic. Can generate and evaluate alternate solutions, and implement plan of action. Can develop innovative solutions, and resolve high impact or cross-functional problems.In-depth knowledge of computer hardware/software and understanding of IT infrastructure and systems integration. Able to understand and explain complex technical concepts. Applies a working knowledge of the established methods and techniques for managing information systems projects, if required. Troubleshooting skills and techniques.Candidate to have expertise in two or more of the following: Windows OS and Mac OS knowledge. Google G Suite applications. MS Office Suite. Incident Management Software (e.g. ServiceNow). Adobe Creative Cloud. Understanding of computer networks and telephone services.Excellent customer service skills are required.
Preferred Qualifications: Associates degree in Computer Science, Liberal Arts, Humanities or relevant field is preferred.Certification in one or more technical specialties may be required. HDI Support Center Analyst and/or ITIL Foundations certification a plus.
ABOUT NOTRE DAME: The University of Notre Dame, founded in 1842 by Rev. Edward F. Sorin, C.S.C., of the Congregation of Holy Cross, is an independent, national Catholic university located in Notre Dame, Ind. For the fifth consecutive year, the University of Notre Dame has received Honor Roll distinctions as one of the top 10 higher education workplaces in the country in the Chronicle of Higher Education's annual 'Great Colleges to Work For' survey...and we are proud of it!
This appointment is contingent upon the successful completion of a background check. Applicants will be asked to identify all felony convictions and/or pending felony charges. Felony convictions do not automatically bar an individual from employment. Each case will be examined separately to determine the appropriateness of employment in the particular position. Failure to be forthcoming or dishonesty with respect to felony disclosures can result in the disqualification of a candidate. The full procedure can be viewed at https://facultyhandbook.nd.edu/?id=link-73597.Equal Opportunity Employment StatementThe University of Notre Dame seeks to attract, develop, and retain the highest quality faculty, staff and administration. The University is an Equal Opportunity Employer, and is committed to building a culturally diverse workplace. We strongly encourage applications from female and minority candidates and those candidates attracted to a university with a Catholic identity. Moreover, Notre Dame prohibits discrimination against veterans or disabled qualified individuals, and requires affirmative action by covered contractors to employ and advance veterans and qualified individuals with disabilities in compliance with 41 CFR 60-741.5(a) and 41 CFR 60-300.5(a).APPLICATION PROCESS: Please apply online at http://ND.jobs to Job # S19788. For additional information about working at the University of Notre Dame and various benefits available to employees, please visit http://hr.nd.edu/why-nd. The University of Notre Dame supports the needs of dual career couples and has a Dual Career Assistance Program in place to assist relocating spouses and significant others with their job search.
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The University of Notre Dame is a Catholic academic community of higher learning, animated from its origins by the Congregation of Holy Cross. The University is dedicated to the pursuit and sharing of truth for its own sake. As a Catholic university, one of its distinctive goals is to provide a forum where, through free inquiry and open discussion, the various lines of Catholic thought may intersect with all the forms of knowledge found in the arts, sciences, professions, and every other area of human scholarship and creativity.The University prides itself on being an environment of teaching and learning that fosters the development in its students of those disciplined habits of mind, body, and spirit that characterize educated, skilled, and free human beings. In addition, the University seeks to cultivate in its students not only an appreciation for the great achievements of human beings but also a disciplined sensibility to the poverty, injustice and oppression that burden the lives of so many. The aim is to create a sense of human solidarity and concern for the common good that will bear fruit as learning becomes service to justice.Notre Dame also has a responsibility to advance... knowledge in a search for truth through original inquiry and publication. This responsibility engages the faculty and students in all areas of the University, but particularly in graduate and professional education and research. The University is committed to constructive and critical engagement with the whole of human culture.