Job Description

Duties
The primary function of the Helpdesk Technician is to provide proactive user-support of numerous university systems including the learning management system, instructional technologies, and desktop computing for students, faculty, and staff.

ESSENTIAL FUNCTIONS:
Provide Support for Athens State University Helpdesk
Provide technical assistance to end-users by phone, by email, Zoom, and in-person.
Manage help desk ticket intake process.
Follow the established help desk ticket intake processes to capture contact information and complete description of the issue
Assign appropriate tier level support during intake
Provide Tier 2 support that includes in-depth troubleshooting and backend analysis of hardware, software, network, e-mail, Banner and learning management system, and classroom instructional technology issues
Improve and recommend Tier 1 troubleshooting procedures
Monitor and address Tier 1 help desk tickets.
Escalate unresolved issues to systems and network staff when required with documented analysis of the problem and attempted resolutions
Create Helpdesk materials to empower end-users to resolve their own problems
Assist in the development and modification of faculty, staff, and student orientations
Provides input to Tier 1 Help Desk processes including troubleshooting hardware and software problems
Continuously develop an understanding of the university products and extensive experience in troubleshooting and develop level 2 support skills by working with the university systems and participating in in-depth training as required
Provide assistance with the deployment and management of desktop systems as a backup to the primary desktop technicians
Provide Tier 1 classroom instructional technology support as needed.
Serve as secondary support to instructional spaces including assistance with AV.
Create and nurture a cooperative and collaborative atmosphere that emphasizes customer service and support
Establish consistent expectations with all customers following established service protocols and timelines for efficient and effective service delivery
Practice quality customer service in all interactions with the University community
Work toward continuous improvement of the department through efficiency and end-user empowerment in support of the University mission
Demonstrate flexibility and adaptability to changing work scope and task based on needs
Proactively engage in problem solving related to tasks in this position with internal and external people
Identify opportunities for improvements to work practices and offer viable solutions for implementation
Routinely practice self-monitoring by assessing self to make improvements or take corrective action
Actively work towards building cooperative and collaborative relationships with peers and internal customers
Perform other duties as assigned
Qualifications
QUALIFICATIONS REQUIRED:
High School Diploma or GED
Strong computer hardware and software skills (troubleshoot hardware/software issues) including: Microsoft Office Suite, web browsers, online information systems, and electronic mail
Critical thinking and problem solving skills
Interpersonal communication skills (written and verbal)
Strong organization and multi-tasking skills
Desire to provide great customer service and technical support
Must be able to accommodate a flexible work schedule including evenings and Sunday afternoons.

QUALIFICATIONS PREFERRED:
Bachelor’s Degree in business, technology or related field
Work experience in a higher education setting supporting instructional technologies such as learning management systems/online courses, lecture capture, online storage, and portals.
Using a work order ticketing system
Experience with developing instructional training materials on various topic

WORKING CONDITIONS:
Must be able to remain in a stationary position for 65% of the time
Occasionally performs duties that require spending time in low posture positions such as crawling, crouching, kneeling, and stooping
Must be able to adjust or move objects up to 25 pounds in all directions
Requires frequent communication
Frequently performs tasks that uses repeating motions of the wrists, hands, and/or fingers
Requires clarity of vision for frequent use of computers and other technological devices
After hours and weekends may be required as needed
Salary Schedule
Salary Band: N270
To view salary schedules, visit: https://www.athens.edu/about/offices/human- resources/salary-schedule-tables/
Salary will be commensurate with experience and qualifications
Posting Detail Information
University Information
Located in historic Athens, Alabama, Athens State University offers junior and senior-level coursework to community college graduates and transfer students holding sufficient credits from other institutions. Approximately 3,000 students each semester have selected Athens State because of its neighborly environment where over 50 majors and degree programs are offered, with courses taught by a supportive and exceptional faculty. Approximately 95% of the students are enrolled in at least one online course. The typical student is a working adult who commutes. Recently, the University was named the Most Affordable College in Alabama by The Best Schools, as well as a 2024 Great College to Work For by ModernThink. Athens State offers undergraduate degree programs in Liberal Arts, Teacher Preparation, and Business. The University employs more than 392 full and part-time employees with approximately 88 full-time faculty members in three colleges: College of Arts and Sciences, College of Business, and College of Education. 83% of the full-time faculty members hold a terminal degree. Athens State is accredited by the Southern Association of Colleges and Schools Commission on Colleges.

Athens, Alabama is located in North Alabama equidistant between Nashville, TN and Birmingham, AL. Athens is home to several events and festivals that have been featured as the Southeast Tourism Society’s “Top 20 Events in the Southeast” including the Athens Storytelling Festival and the Tennessee Valley Old Time Fiddlers Convention.
EEO Statement
Non-Discrimination Policy Statement Athens State University, as an equal opportunity/affirmative action institution, complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. Athens State University does not discriminate on the basis of race, color, national origin, age, marital status, gender, gender identity, gender expression, pregnancy, sexual orientation, disability, religion, genetic information, or veteran status in employment, or admissions to or participation in educational programs and activities. Inquiries or concerns may be addressed to the Office of the Provost/Vice President of Academic Affairs and Student Services, 300 N. Beaty St., Athens, AL 35611, 256- 233-8175.
Background Check Statement
In accordance with Athens State University Policy and guidelines, the applicant chosen for employment will be required to sign a consent form for a criminal background check. Employment will be contingent upon the receipt of a clearance notification from that criminal background check.